You can use Google Analytics to track your help center traffic. Google Analytics is only available for your help center if you are on a Guide Professional or Guide Enterprise plan and have converted your theme to a custom theme. Google Analytics is a third-party, non-Zendesk service.
Google Universal Analytics and Google Analytics 360 end of life
Google is sunsetting Google Universal Analytics on July 1, 2023 and Google Analytics 360 July 1, 2024. This means that Google Universal Analytics users who want to continue using Google Analytics must migrate to Google Analytics 4 prior to that time.
Data from Google Universal Analytics and Google Analytics 360 is not migrated to Google Analytics 4 dashboards. Therefore, Google recommends that you run Google Analytics 4 alongside Google Universal Analytics and Google Analytics 360 to ensure you’ll have historical data in Google Analytics 4 when Google Universal Analytics and Google Analytics 360 stop processing data. To use both Google Universal Analytics and Google Analytics 4 to monitor your help center, you must add both tracking IDs (see Adding your help center to Google Analytics).
Adding your help center to Google Analytics
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.
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 Guide admin, click the Settings icon () 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.
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
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.
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.
Thanks Gorka, I'm seeing the new feature in our account this morning.
kristi can you share which specific Web Widget events you need to track?
Then I can better try and help.
We have a GA4 Configuration tag triggering for all pages on Google Tag Manager. My team finds GTM easier to build tags with. Should we not add the tracking ID in Zendesk?
As per checking, Google Analytics 4 is now available and as per the Announcement - Announcing Google Analytics 4 for Help Center:
To use Google Analytics 4, you can add the Google Analytics 4 tracking ID to your help center. We hope this helps!
I have the same question as Alyssa. Jupete Manitas please comment on whether or not we should use GTM.
Apologies for the confusion as we missed that GTM part. Aside from Google Analytics, depending on your business needs, you can use the Google Tag manager on your Help Center site. Please use this as your guidance: Using Google Tag Manager with your help center. Thank you!
Alyssa and Adam Goodell If you already have GA4 tracking set up with GTM in your help center, then you should not add your tracking ID to the GA4 setting in Guide as it would cause the script to run twice on page load which may cause errors in your data.
I am trying to enable Google Analytics but the path "Settings" > "Integrations" as described in knowledge base does not show to me the option to enable Google Analytics
It looks like you've started a conversation with us and I've responded to your message.
We have set up GA4 Google Analytics Tracking for our Help Center. As we use the information to improve our articles, we have changed the titles of many articles, but in the Analytics it seems that the name of the article from when the tracking code was first added to the page is what persists.
Is there a solution that will display the new article names in Google Analytics while preserving the previously collected data for that same page? Hoping to avoid creating a new article/page and deleting an old article/page every time an article's name is changed in order to get the name in Google Analytics.
Any insight or ideas are greatly appreciated!
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