Enabling Google Analytics for your help center

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26 Comments

  • Joel Courtney

    As per above, can Zendesk confirm that GA4 support is on the roadmap?

    8
  • Dan Vega

    I made a Minerva interactive step-by-step guide to help you walk through enabling Google Analytics in Zendesk. This is for those using Universal Analytics Tracking IDs and not the updated Google Analytics 4. Minerva is a guide that shows you where to click, and what to do next, so you can set this up on your own account. You can follow the link here for the step by step instructions:

    https://www.minervaknows.com/howto/minervateam-zendesk-com-enabling-google-analytics-in-your-zendesk-help-center-yyevv1psvxbc.html?utm_source=forums&utm_medium=dan&utm_campaign=zendesk

    1
  • Joel Courtney

    @... sadly that doesn't work for the new Google Tag assets. Perhaps you could clearly label it as legacy Google Analytics configuration?

    0
  • Dan Vega

    Hi Joel, thanks for taking a look and pointing that out. I have updated my comment to make it clear. Thanks again!

    0
  • Heather Firth

    Can you use a G code on the light version of the zendesk guide?

    0
  • Sabra
    Zendesk Customer Care

    Hey @...! A G- code will not work; a UA- code is required. 

    0
  • Colton Henderson

    Hi. I converted our Google Analytics property to the old style with the UA code. I entered and enabled it in Guide settings. However, I can't see any activity beyond the homepage. Any ideas why? Anything I can try?

    0
  • Sabra
    Zendesk Customer Care

    Hey @...! It can take a day or two for data to show up in Google Analytics dashboards/reports after adding the tracking ID in Zendesk Guide. That being said, activity beyond the homepage is expected to be captured. 

    0
  • Colton Henderson

    @... Yes it did start showing up now! Thanks for checking in. Now just trying to get the custom dimensions captured correctly. 

    Ive read this thread multiple times and keep trying different things mentioned in the comments. I'll comment on that thread in a couple days if I haven't got it sorted.

    https://support.zendesk.com/hc/en-us/articles/204279766?page=3#comments

    0
  • Dave Jensen

    My organization has 3 Brands, so 3 different help center. Additionally, each help center is translated into 4 languages. Does this mean I need to enter all 12 urls as properties into Google Analytics or is there a trick I can use to just add one URL and have all help centers data populate?

    0
  • Tanawat Oonwattana

    I recevied this note from Google Analytics:

    Universal Analytics properties will stop collecting data starting July 1, 2023. It’s recommended that you create a Google Analytics 4 property instead.

    Would this means that we need to change Google Analytics property in the future if we want to connect ot Guide?

    What would it means when it comes to Google Analytics/Guide connections?

    0
  • Heather Firth

    Hey Tanawat Oonwattana, we followed the instructions from the second paragraph in this article and were able to quickly add the new code to the document_head.hbs template in our theme. Tracking started right away.

    Not as nice as just entering a code in the Guide front end but it seems to work just as well so far.

    1
  • Neil
    Zendesk Customer Care
    Hey Dave,
     
    You'll only need to use the URL of each helpcenter from each brand, just like what we have in the example in this article.
     
    Website URL: (Select https:// from the drop-down menu) mondocam.zendesk.com/hc
     
    The helpcenter localization shouldn't be an issue and Google Analytics should work just fine as those locales are within the same helpcenter of each brand.
    0
  • DS RF

    Hi, now that it's official that UA is EOL and GA4 is here to stay, when will we be able to deploy natively in Zendesk without having to modify templates?

    1
  • Kurt Uhlir

    Does Zendesk support GA4? 

    Google's official support says Universal Analytics will be going away. No data from UA accounts are able to be transferred to GA4 accounts. When will Zendesk support the modern Google Analytics accounts?

    2
  • Kuan Ting C

    how can I add "most viewed" articles in help center?

    0
  • Dane
    Zendesk Engineering
    Hi Kurt and DS,
     
    Per Google, GA 4 won’t be replacing Universal Analytics until July 2023. And we don't yet have a date for native, official Zendesk implementation of GA4. Always keep track of our updates page for any news regarding this.
    -1
  • DS RF

    Google introduced GA4 in July 2019.  Even though UA isn't ending for another year, they're urging everyone to move to GA4 as soon as possible in order to build historical data before UA suddenly stops.    

    4
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi All, apologies for not updating you sooner regarding GA4 support.

    We intend to support implementation of GA4 for all our plan tiers and therefore I have a short survey to understand your preferences.

    Please help us by giving your input in this survey.

    Meanwhile I would like to highlight that you can already implement GA4 by implementing Google tag manager in the theme templates, provided that you are using a custom theme (or willing to convert) and you are not on the Suite Team or Guide Lite (Legacy) plan.

    Thanks in advance for your input!

    1
  • Elad Levy

    Hey all

     

    I've been struggling with tracking this for my clients as well, and ultimately came up with a simple script that uses the Zendesk JS API to trigger events into GA4 (directly or via GTM).

    You can see the full details on this blog post I've written

    Integrating the Zendesk Widget with GA4 | Tracking Chef

    If you have any questions on this just reply to this comment :)

    Elad

    1
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all, we are in the process of building the Google Analytics 4 support and we have a first iteration that we would love to put in the hands of some of our customers.

    If you are interested, please sign up here :) 

    0
  • Rob Lajeunesse

    There's still a gap here for GA4 support for the Messaging widget.  When will GA4 work with Messaging to fire events?

    0
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hey all, we are starting to roll out GA4 support for Help Center.

    See the announcement here.

    0
  • mfg

    Gorka Cardona-Lauridsen - that's great to have native support :)

    We already embedded the GA4 snippet though - do you know how to smoothly transition from one to the other? 

    ie. If the snippet is in place, and we update the native tracking, will it duplicate reporting? If so, would we basically deactivate one and then activate the other to not end up with duplicates?

    0
  • DS RF

    Same, we already paid a developer to add this to a custom template six months ago.  Maybe in the future if we have other things that need changing they can make the adjustment, but we don't want to pay them again to remove it.

    0
  • Lila Kingsley

    Gorka Cardona-Lauridsen regarding migrating to GA4, just want to confirm we're good to keep JS snippets proposed by Zendesk as is in the "Google Analytics and help center - Part 3: Tracking customers' actions article?

    0

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