Google Analytics and Help Center - Part 3: Tracking customers' actions

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45 Comments

  • Brian Green
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    Hi Andrei,

    Apologies for the wait. That code snippet is current and functional. I think we should take a look at your code together over a ticket. I'll see you there.

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  • Brian Green
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    Hi Andrei,

    I'm seeing that the account aword.zendesk.com is no longer active. Is there another Zendesk account you're using this code on? The code snippet is correct so we should look at the implementation together.

    Thank you,

    Brian Green | Tier 3, Technical Support Architect | support@zendesk.com

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  • Melody Wong
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    Hello there,

    Seems like only chats are registering as first events in my events workflow. I have enabled the ticket deflection code snippet and it has tracked 3 unique events (and so I know it has actually it works), but it seems to not register as a first time event. How can I fix this?

    (Please see screenshot)

    Thanks,

    Melody W

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  • Andrei Kamarouski
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    Hi Brian. 
    I have submitted a ticket for you. :) 

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  • Yulia
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    Hi guys. 
    Our helpcenter is in Russian so when i see links in Events it looks like /hc/ru/articles/115002104525-%D0%9A%D0%B0%D0%BA-%D0%BD%D0%B0%. How can I decode all these %D0%9A%D0%B0% into cyrillic symbols?

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  • Christy Lutz
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    For anyone who is tracking ticket deflection through the auto-suggested articles in the chat widget:

    Does anyone have an average of what percent of tickets are deflected through the auto-suggested articles?

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  • Stephen
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    I've learned, with the recent GDPR in Europe, the visits and actions on ZD Guide are not reliable - using Google Analytics (because Europeans can opt out of being tracked while on your site). We noticed this recently with a decline of views and posts on Community. We painfully checked it natively and it was indeed inaccurate.

    Can you please confirm that this is the case? Right now we're relegated to the very light community analytics on Zendesk reports.

    For those ZD reports:

    • I don't know if stats exclude internal posts, comment, votes and views.
    • I don't know what parameters determine the 'top' posts you list.

    Can someone shed some light on this?

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  • Raymond Brookes
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    Hi - is there any way to track an individuals engagement with Guide articles? I am investigating whether we can report on the total number of articles a given user has accessed over a period of time. Is there a way of incorporating the Zendesk user id so that Google Analytics can provide this type of data?

    Is this possible? Thanks!

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  • Yulia
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    Hi Raymond. I don't know if there is a way to track an individual path but there is a way to track different kind of users. All you need is to tag your users as described here: https://support.zendesk.com/hc/en-us/community/posts/203460006 Users must be logged in, otherwise you won't be able to see their tags in GA.
    If you have few users, perhaps, you could give every of them an individual tag or something.
    Btw, Zendesk has Pathfinder for Enterprise (and it's available as add-on for Professional plan), this one allows you to see the path of your users before they reached out your support team.

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  • Heather Rommel
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    I was going to suggest Pathfinder also!

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  • Dan Cooper
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    Pathfinder is great, but I got the email this week that it will not function after October 14.  It sounds like similar functionality will be added to the interaction history using Sunshine but a date was not provided. 

    You could take a look at the Sunshine Event APIs to generate the event data yourself.  Adding code into your help center article templates could allow you to write views to the user's event log and capture these.  

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  • Thomas Hargreaves
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    Hi There,

    Do you have any feedback or case about modification of the events tracking code you provide to make dataLayer pushes instead of sending data to GA directly?

    This way it could work perfectly with GTM: https://support.zendesk.com/hc/en-us/articles/115010634068-Using-Google-Tag-Manager-with-your-Help-Center

    Thanks

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  • Clotilde Hovine
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    Hi,

    Sorry if it's not in the correct thread or article but, at the beginning of the article, it is mentioned :

    There is a built-in ticket deflection feature that automatically suggests related articles from your Help Center when a customer attempts to submit a ticket.

    I wasn't able to find an explanation on how to implement that. Is there an article about this configuration, please?

    Thank you very much in advance!

     

     

     

     

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  • Dan Cooper
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    Hello Clotilde, 

    This functionality is built into the Zendesk Guide product.  When a customer fills in the subject line of a ticket, it works like a search field to auto-suggest potential articles in your help center that may resolve the issue they are about to submit.  This works out of the box without any configuration other than adding articles into the Help Center and retaining the subject field on your ticket form. 

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  • Karlina Hendra
    Comment actions Permalink

    Hi,

    Hoping someone can help me with the issue below.

    I'm trying to track the search events on a search box with instant search. I tried the suggestions on this comment https://support.zendesk.com/hc/en-us/articles/203664156/comments/360000209187

    However:

    1. Setting submit=true is not an option because I want to enforce submitting a query by pressing Enter instead of the Submit button
    2. Capturing the keydown, keyup, or keypress events on pressing Enter did not work for me

    Is there another workaround I can do to track the search?

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