Enabling Google Analytics for your help center

You can use Google Analytics to track your help center traffic. Enabling it involves getting the tracking ID from Google Analytics and then adding it to the help center.

Zendesk does not currently support the properties of Google Analytics 4 natively. However, you can implement it in the code of your theme by pasting the Google Analytics code snippet into the document_head.hbs theme template file, according to the Google Analytics documentation.

Note: This is available if you are on a Guide Professional or Guide Enterprise plan and have converted your theme to a custom theme.

This article covers the following topics:

• Adding your help center to Google Analytics
• Adding the tracking ID to the help center
• Using Google Analytics with your help center

Note: If you previously obtained the JavaScript snippet from Google Analytics and manually added it to your help center pages, you should remove it before enabling the setting described in this article.

Adding your help center to Google Analytics

To track traffic via Google Analytics, you'll need a Google Analytics account to attach your help center to.

If you do not already have a Google Analytics account, start with Establishing a Google Analytics account.

If you already have a Google Analytics account, and simply want to add your help center to it, see Adding your help center to an existing Google Analytics account

Establishing a Google Analytics account

If you do not have a Google Analytics account, you'll need to create one before getting started.

To create a new Google Analytics account for your help center

1. Go to www.google.com/analytics and create an account.
2. Create a new property following Google's instructions in Set up Analytics for a website.
3. Use your help center information to fill out the account options. For example, if you're creating an account for your company, Mondocam, you'd enter the following:
   • Account Name: Mondocam
   • Website Name: Mondocam Help Center
   • Website URL: (Select https:// from the drop-down menu) mondocam.zendesk.com/hc

     Set the remaining options according to your preferences.

4. Follow the advanced options to create a Universal Analytics Property to get a tracking ID that begins with UA-. If you only see codes beginning with G-, you may have set up your property incorrectly..
5. Copy and add the tracking ID to the help center as described in Adding the tracking ID to the help center, below.

Adding your help center to an existing Google Analytics account

You may already have a Google Analytics account. If so, you can add your help center to your existing account.

To add your help center to an established Google Analytics account

1. Sign in to your Google Analytics account.
2. If this is the first website associated with this Google Analytics account, click Sign Up.

   If you have other websites associated with this Google Analytics account, click Admin at the top of the page, and in the Account column, click the existing account name and select Create new account.

3. Use your help center information to fill out the account options. For example, if you're creating an account for your company, Mondocam, you'd enter the following:
   • Account Name: Mondocam
   • Website Name: Mondocam Help Center
   • Website URL: (Select https:// from the drop-down menu) mondocam.zendesk.com/hc

     Set the remaining options according to your preferences.

4. Click Get Tracking ID and accept the Terms and Conditions.
5. Copy and add the tracking ID to the help center as described below.

Adding the tracking ID to the help center

Once you have your help center added to your Google Analytics account, you need to update your settings with the tracking ID you generated in the previous section.

To add the tracking ID to the help center

1. In Guide, click the Settings () icon in the sidebar.
2. Under Integrations, select the option to enable the Google Analytics and enter your tracking ID.

   

3. Click Update on the upper-right side of the page.

Using Google Analytics with your help center

See the following resources on using Google Analytics to create the best self-service experience possible for your customers:

• Google Analytics and your help center - Part 1: Asking the right questions
• Google Analytics and your help center - Part 2: Measuring the effectiveness of search
• Google Analytics and your help center - Part 3: Tracking customers' actions
• Google Analytics and your help center - Part 4: Fine-tuning your help center
• Google Analytics and your help center - Part 5: Capturing your help center user data