Why am I seeing differences in Google Analytics versus Help Center reporting overview?

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  • Emily Knox

    Does this also apply to searches? I'm comparing search data from the last 30 days between Google Analytics "Site Search" dashboard and Zendesk's "Search" Reporting dashboard and I'm seeing major discrepancies. For example, the term "rtmp" -- GA indicates it was searched 60 times in the last 30 days, whereas it doesn't even appear in ZD's search dashboard (it's a common acronym in streaming, so I have a hard time believing no one searched for it in a month). 

  • Nicole - Community Manager

    Hey Emily - 

    Yes, there do seem to be similar discrepancies. I would trust the information you get out of Google Analytics on searches. 

  • Quentin

    Hi guys,

    would you say it's also the case for Article ratings? because I've noticed discrepancies of around 16% with a smaller number of votes in  Google Analytics compared to Zendesk Insight (or directly reading the number on the article).

  • Patrick Bosmans

    Hey Quentin,

    This would also be the case where you would want to trust Google Analytics over our Reporting Dashboard.  Google Analytics is setup to view granular data and usage of your Help Center whereas the native Reporting Dashboard is not set up to filter in the same vein.

    Additionally, Insights reporting through Good Data does not have the ability to grab Guide data.  The service only picks up ticket data from your Zendesk account.  Again another reason to use Google Analytics for this type of reporting.

    I hope this helps answer your question!


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