Google Analytics and Help Center - Part 5: Capturing Help Center user data

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  • Ryan McGrew
    Zendesk Product Manager

    Hey Kay,

    I've just updated the document to give both the Native and jQuery versions. Thanks for the code snippet!

  • Haley Chapman

    Hi Madison Davis. I tried to add the JQuery code but unfortunately no luck. My Google Analytics account still does not have the user role data. My template is Templating API v1 so I cannot switch to using the other code listed in the article's instructions. Is there anything else I can try?

  • Naghmeh Anvari

    I'm trying to track the external_id of an organization of a user (NOT the user's external id) but for some reason, my code is sending undefined. The organization name is showing up correctly in GA but nothing for the external ID.

    Is this the correct way to capture the external id? 

    var userOrganization = HelpCenter.user.organizations[0].name;
    ga('set', 'dimension5', userOrganization);

    var userOrganizationExternalId = HelpCenter.user.organizations[0].external_id;
    ga('set', 'dimension6', userOrganizationExternalId);
  • Kasia Wood

    Hello there - can anyone tell me what happens to Google Analytics history when users in Zendesk get deleted? Does it also get deleted in Google Analytics? Thanks!


  • Kay
    Community Moderator

    Hi Kasia,

    No it doesn't get deleted automatically.
    Google Analytics and Zendesk are always managed separately.

    Usually you'll never share users personal information with Google Analytics.


  • Naghmeh Anvari

    Thanks for totally ignoring my question, for 2 months! 

  • Brett Bowser
    Zendesk Community Team

    Hey Naghmeh,

    Apologies as it looks like we may have missed your question! I'm going to reach out internally as well as our mods to see if they know a way to accomplish this. I'll follow-up once I have more information to provide.


  • Kay
    Community Moderator

    Hey Naghmeh Anvari 

    The external_id property is not available in that helper. 

    I don't believe it's possible to fetch the external id of an organization (or a user for that matter) from the API either. The best you can do is add the external_id as a tag or in the name of the organization (in other words expose to the available properties of HelpCenter.user.organizations[0].


  • Tom Perry

    Has anyone got the Org tracking with GA4? Is it possible?


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