You can implement Google Analytics and third-party analytics on your help center to gain data-driven insights that help you enhance your help center and content.
Selecting analytics for cookie consent
- If you require cookie consent: If you operate in jurisdictions where you need to obtain cookie consent to fully comply with regulations such as the European Union ePrivacy Directive or the California Consumer Privacy Act, you should implement your analytics as described in Adding Google Analytics or other third-party analytics to your help center.
- If you don't require cookie consent: If you don't plan to use a consent banner, you can use the Zendesk built-in Google Analytics integration described in Using the Google Analytics integration built-in to Zendesk to track help center traffic.
Adding Google Analytics or other third-party analytics to your help center
If you operate in jurisdictions where you need to obtain cookie consent to fully comply with regulations such as the European Union ePrivacy Directive or the California Consumer Privacy Act, you can't use the built-in Google Analytics option. Instead, use this option to add tracking code for Google Analytics or other third-party analytics via the theme code. This ensures that cookies only load after consent is granted.
If the Zendesk built-in Google Analytics integration is enabled, disable it before adding a third-party consent service to ensure that cookies only load after consent is granted.
Adding third-party analytics via the theme code is available only if you are on Suite Growth or higher or have Support with Guide. Once you add code to your theme, it will be converted to a custom theme, if its not already a custom theme.
To add third-party tracking code to your theme
- Follow the instructions provided by your analytics
service for implementing their analytics.
Most of the time, you'll be instructed to paste the tracking code snippet into the document_head.hbs theme template file. You can also use Google Tag Manager to implement your analytics tags see Using Google Tag Manager with your help center.
Using the Google Analytics integration built-in to Zendesk to track help center traffic
If you do not need to obtain cookie consent, you can use the Google Analytics integration built-in to Zendesk to track your help center traffic. This option is only for using Google Analytics without a cookie consent tool. Google Analytics is a third-party, non-Zendesk service. If you need to obtain cookie consent, see Adding Google Analytics or other third-party analytics to your help center.
Before you begin to track traffic using 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.
To use Google Analytics to track your help center traffic, you must set up your Google Analytics account and then add your Google Analytics tracking ID to the help center.
- In Knowledge admin, click Settings (
) in the sidebar.
- Under Integrations, select the option to enable Google Analytics and enter your tracking ID.
- Click Update on the upper-right side of the page.