You can use Google Analytics to track your help center traffic. Google Analytics is a third-party, non-Zendesk service.
Adding your help center to Google Analytics
To set up your Google Analytics account
To track traffic via Google Analytics, establish a Google Analytics account (if you don’t already have one), then add your help center to that account.
For instructions on each of these tasks, refer to Google’s support documentation for your Google Analytics platform:
- [GA4] Set up Analytics for a website and/or app
- Set up Analytics for a website (Universal Analytics)
- In Knowledge admin, click Settings (
) in the sidebar.
- Under Integrations, select the option to enable
Google Analytics and enter your tracking ID.Note: If you are transitioning from Google Universal Analytics to Google Analytics 4, you must add the tracking ID for both products. If you are only using Google Analytics 4, you can just add the Google Analytics 4 tracking ID.
- Click Update on the upper-right side of the page.
Alternative analytics for your help center
If you're not using Google Analytics, you can implement any tracking code directly in the code of your theme by pasting the tracking code snippet into the document_head.hbs theme template file. This is available if you are on Guide Professional or higher or Suite Growth or higher and have converted your theme to a custom theme.
You can also use Google Tag Manager to implement your tags see Using Google Tag Manager with your help center.
Supporting opt-outs
Laws in certain jurisdictions (for example, the California Consumer Privacy Act) may require that end users be given the opportunity to opt-out of Google Analytics or other third-party tracking, including through the use of a universal opt-out mechanism such as Global Privacy Control (GPC). For more information on ways to comply with these requirements, see Implementing cookie consent in your help center.
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