Enabling Google Analytics for your Help Center

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40 Comments

  • Taylor Goldsberry
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    It would be really helpful to understand what this tracks out of box. It is extremely confusing when GA provides different set up instructions that what is laid out here. 

    I think most of us are looking for basic click tracking and element engagement metrics, I have been trying for almost two days to get this to work,  and keep getting conflicting information. 

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  • Eivind
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    Is it possible to add two or more Google Analytics (UA) codes to the same support centre?

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  • Nicole - Community Manager
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    Hi Eivind -

    There's only a field for a singe UA code. Can you tell us more about why you would want to apply two codes and what you're trying to track?

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  • Daan V
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    Hi,

    Our Data Protection Authority (in the Netherlands) has laid out guidelines to make Google Analytics as privacy friendly as possible. One of the steps for achieving this is 'anonymizing' IP addresses. 

    It's in Dutch but you can see the code on page 3: https://www.autoriteitpersoonsgegevens.nl/sites/default/files/atoms/files/138._handleiding_privacyvriendelijk_instellen_google_analytics_aug_2018.pdf

    Seems it's not possible to do this with the current way Analytics is integrated into Guide. Could this be added to your roadmap? And is there a workaround in the mean time?

    Thanks.

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  • Nicole - Community Manager
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    Hi Daan - 

    To make a feature request to be considered for a roadmap, you should post your detailed use-case in the Guide Product Feedback topic in the community. If you haven't posted there before, here are our tips on how to write an effective feedback post. 

    I do not have a workaround to offer at this time, but hopefully some other users will chime in with some suggestions for you. 

    -1
  • Rachel M
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    this may have been already answered, or is an obvious question with an obvious answer – but if your guide is restricted to signed-in users only, can this still work?

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  • Gail L
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    Hi Rachel,

    Yes, you can still use this integration if your guide is restricted to signed-in users.

    Cheers!

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  • Stefano Maffulli
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    Nicole I'm surprised that Zendesk product managers don't understand the use case for managing consent under European laws. The GDPR is not a new law anymore: for any company doing business in Europe, Google Analytics code can be added safely only with a consent manager.

    Basically, this feature of Zendesk is half-baked, at best, when it comes to global companies. Quite disappointed that your answer is to "go specify your case". At this point, Zendesk should know what the use case is.

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  • Nicole - Community Manager
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    Thanks for that feedback, Stefano. 

    You're correct, our product teams are very familiar with GDPR, and continue to work on features to support compliance. It's really helpful to them to understand the detailed, individual use cases, and they have asked us to have users share their use-cases in the product feedback forums to inform their work. 

    To clarify, when we ask users to specify their use case, we aren't looking for the general concept. We are seeking to understand the specifics of their business, their customers, and their workflow. It's important that we receive these details from users on an ongoing basis so that we can continue to build solutions that work better for you. 

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  • Stefano Maffulli
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    the use cases is simple: where there is Google Analytics, there must be a consent management platform (for users in EU and California, at least). If Zendesk doesn't want to implement it, fine. At least document how, give options, share best practices.

    I get the impression that Zendesk (and many other SaaS providers, unfortunately) are not treating GDPR with the same level of urgency that us (users) are required to have. Smaller companies than Zendesk have done a better job, look at Wordpress.com for example: it's a tickbox, because nobody in their sane mind runs a website without some analytics and guess... analytics almost always demand consent.

    Zendesk trivially provides a way to add the Google Analytics code but forces those of us serving EU customers to jump around to implement a CMP.

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