Enabling Google Analytics for your Help Center Follow

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23 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)

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    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

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    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.

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    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!

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    Jessie - Community Manager

    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!

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    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

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    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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    Angela Frey

    Two things.

    1) Based on trying to follow the directions, I think this line:

    In Guide, click the Settings (*) icon in the sidebar, then select Help Center settings.

    Should be:
    In Guide, click the Settings (*) icon in the sidebar, then select Guide settings.

    2) With regards to configuring the Google Analytics Website URL, I'm not sure if I should use our ZenDesk URL companyname.zendesk.com or our public facing URL howto.companyname.com?

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    Jake

    I am an admin for my org and don't seem to have any way to add my Google Tracking ID to my help center. More specifically, I don't have an "Integrations" tab within Settings (or anywhere else; I've searched everywhere).

    Has something changed, or is there something I'm missing?

  • Avatar
    Jessie - Community Manager

    Hi Jake!

    Where are you looking for the Integrations tab? You need to make sure that you're in Guide when you do this. Click the Guide admin link in the upper right corner of your Help Center, and then click the gear icon from there. You'll find the integrations section about halfway down the page.

    If this is where you're looking and you're still not seeing it, it may be that you're not a Guide Manager in your Zendesk instance. Depending on what plan your on, you may not have been given that permission.

    Hope that helps!

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    Darya Rosikhina

    Hi there - I've set up Google Analytics for our page but can't figure out how to view this metric in Insights in Zendesk for reporting needs. Can you help? Thanks!

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    Jessie - Community Manager

    Hi Darya! Welcome to the Community!

    Google Analytics don't link up with Insights, so you'll need to build those reports in Google Analytics itself. We have some documentation to help you get started, which you can find here.

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    Massimo DiDio

    I have set up GA and can see data from the real-time session but no data under the 'audience# section. 

    Is this an issue with GA or Zendesk?

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    Nicole - Community Manager

    Hey Massimo - 

    That's going to be a question for GA; it likely has something to do with how things are set up and whatever data point that report refers to isn't getting captured properly. 

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    Negeen

    Hey, 

    We set up a google analytics account for our help center. We only use it internally both through the help center itself and the knowledge capture app.

    If we use the XXX.zendesk.com/hc url will it only collect the analytics of people directly using the help center or will it pull from the search of the knowledge capture app as well?

    Thanks for your time! 

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    Amie Brennan

    Hi Negee,

    The Google Analytics add on is designed to track the help center only at this point in time. It will not track data from the Knowledge Capture app. At present there's no way to differentiate what traffic is driven by the Knowledge Capture app also. 

    If you are looking to report on data from the Knowledge Capture app, you can do so via our Insights tool. You're welcome to check out this guide here with more info on analyzing data from the Knowledge Capture app. 

    Hope this helps with your query here. :)

    Best,

    Amie

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    Jill Bobrick

    Hello! Once adding the Google Analytics ID, how long does it take to see results in Google Analytics? 

     

    Thanks! 

    Jill 

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    Nicole - Community Manager

    Hey Jill - 

    That's really more of a question for Google, but in my experience it has been relatively instantaneous. 

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    Jonathan Brown

    Hi,

    Can you please confirm if a new account is really required for this or if just a new property within an existing GA account is sufficient?

    Cheers,

    J.B.

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    Nicole - Community Manager

    Hi Jonathan - 

    You can add it to an existing account. See the section titled "Adding your Help Center to an existing Google Analytics account" above. 

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    Nick Maguire

    Hi,

     

    I am using this feature for the first time. I have created the tracking ID in our existing Google Analytics account and added it to the help centre. I dont seem to be getting any analytics back from the help centre. Do i need to do anything else? Thanks in advance!

     

    Nick

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    Jessie - Community Manager

    Hi Nick!

    How long has it been since you added the tracking ID? I believe it takes some time for the data to be aggregated and synced.

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