Enabling Google Analytics for your Help Center Follow

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8 comments

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    Christian Anders Jørgensen

    Neither a general settings or a toolbox in the help desk admin interface anymore. Where to change GA code? :) (Or remove - we are converting to Tag manager)

  • Avatar
    Aimee Spanier

    Hi, Christian. I've updated the section in question to clarify that you need to be in your Help Center (not the Admin interface) to open the General Settings page. Let me know if it is still unclear.

    Thanks!

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    OliviaBasileo

    I was given a GA tracking ID and some tracking code to use on our Help Center. I added the ID in the general settings, is adding the code necessary as well? Where would I put it?

    Thank you,

    Olivia

  • Avatar
    Sean Cusick

    Hi Olivia, The code is for custom tracking. You do not need to add it anywhere unless you plan on doing more granular tracking. More information can be found about how to use that in this article: https://support.zendesk.com/hc/en-us/articles/203664156-Google-Analytics-and-Help-Center-Part-3-Tracking-customers-actions That entire series of articles is useful.

  • Avatar
    Tony Roma

    Hi,

    I'm wondering what the impact of selecting http: rather than https: is for the Website URL field, and what would happen if I switched it. I'm in the process of re-implementing GA on our help center and the http: selection was made when this was originally set up. Thanks!

  • Avatar
    Jessie Schutz

    Hey Tony!

    Sorry about the delayed response here! I checked with some colleagues, and as far as we can tell this should not have any impact on your GA.

    Please let me know if you have any other questions!

  • Avatar
    Norman Whetzel

    A few months ago, Google Analytics changed the way they wanted to see code if two GA codes were used.  I updated to the new format:

    <script>

    (function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){

     (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),

     m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m)

     })(window,document,'script','//www.google-analytics.com/analytics.js','ga');

     

    ga('create', 'UA-XXX7928-1', 'auto');

    ga('create', 'UA-XXXX9020-1', 'auto', 'XXtracker');

    ga('send', 'pageview');

    ga('XXtracker.send', 'pageview');

     

    </script>

     

    This is working fine placed in the "Header" HTML

    BUT, it is not recording any mobile traffic.

    I understand that using the Google Analytics under the Help Center General Settings will allow the GA code for ONE site and the code is also seen when accessing the mobile versions of the pages.

    Would it be possible to add an "Advanced" setting area to drop code?

    In other words, have a place that I could insert that code so both sites will receive the GA data.

    Thanks,

    Norm

  • Avatar
    Andrew Hahn

    Is there any way to add Google Analytics event tracking to the web widget? 

    You guys currently have some rudimentary tracking enabled for the web widget when chat is enabled, but I'd like to track things like: 

    1. User clicks on support widget; 

    2. User searches for an item within the help widget;

    3. User views an article from within the help widget;

    4. User clicks on "Contact" button from web widget. 

    I know that metrics for tickets actually submitted from the web widget are available, but I want to know how many tickets are actually being deflected from the widget. 

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