Google Analytics and your help center - Part 1: Asking the right questions

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17 Comments

  • Julie Foster

    In the document you refer to Zendesk Benchmark Report Do you have a more recent version?  The one attached to this document is 2013.

    Many Thanks

    1
  • SATORI株式会社 上野

    I have a question.
    Someone asked the same question about 1 before, but it doesn't help, so I'll ask it again.

    1. Could you please tell me how to find the "total number of unique requesters in the ticket"?
    2. Regarding the status of the requester, please tell me the type of stator and the timing when the status changes.

    0
  • Sabra
    Zendesk Customer Care

    Hey @...! To find the "Total number of unique requesters in tickets", you can create a query in Explore by using the metric D_COUNT(End-users) filtering with Ticket created - Date (excluding NULL values). 

    As for your second question, what do you mean by "status of the requester"?

    0
  • Patrick Morgan

    Bumping up Julia's question: any more recent benchmarks you could point us to? The linked document is nearly a decade old 😳

    2
  • Brett Bowser
    Zendesk Community Manager
    Hey Patrick,

    I'd recommend taking a look at our Zendesk Industry Benchmarks page which I've linked for you. 
     
    I hope this helps!
    0
  • Patrick Morgan

    Brett Bowser can you confirm that's the correct URL? looks like an unrelated comment thread :)

    0
  • Brett Bowser
    Zendesk Community Manager

    Patrick Morgan this is why coffee is important :) Here's the correct link: https://www.zendesk.com/blog/tags/zendesk-industry-benchmarks/

    Sorry about that!

    0
  • Clara Baruffati

    Hi there,

    Do you have an updated version of this article for Google Analytics 4?]

    Thanks 

    0
  • Viktor Osetrov
    Zendesk Customer Care
    Hello Clara,

    Yes, we have. Here we go - Enabling Google Analytics for your help center.
    Thanks 
    0
  • Clara Baruffati

    Hi @.... This article is only about setting up GA, which we already have. The article above, Google Analytics and your help center, is focused on the old GA and not GA4. 

    0
  • Viktor Osetrov
    Zendesk Customer Care
    Hello Clara,

    Noted. One more article about the GA4 announcement - Announcing Google Analytics 4 for Help Center

    Thanks
     
    0
  • Rafael Santos
    User Group Leader

    Hey @..., that article is currently unavailable.

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Rafael,

    The article provided above has been archived but it is the Announcement for GA4 support rollout. Right now, our documentation for Google Analytics has been updated and GA4 is now supported.

    Thank you.

     

    0
  • Astrée

    Hello,

    Do you know why the number of views per session * number of session on GA is very very far from the number of views per month on Zendesk?

    Do you know if they are calculated differently?

    Thank you.

    0
  • Elaine
    Zendesk Customer Care
    Hi Astraea,

    The disparity might be due to the sync delay in Explore datasets, which varies depending on your Explore plan. For Lite plans, the sync occurs approximately every 24 hours, whereas Pro and Enterprise plans usually sync within an hour or two. This difference in sync frequency might contribute to the observed discrepancies between real-time data and Explore dashboard metrics.
    0
  • Astrée

    Hello Elaine,

    Thank you for your answer, actually my question was more on the number of views: if I check the numbers for 1 month (2 months ago for example), the number of views is 3x higher on Google Analytics that on Zendesk.

    0
  • Joyce
    Zendesk Customer Care
    Hello Astrée,
     
    Google Analytics provides less contextual information than the integration between Guide and Explore. For instance, Google Analytics does not automatically differentiate between page views from agents and end users hence you may see discrepancies on the data between Zendesk and GA.
     
    You can learn more about the discrepancies between Guide and Google Analytics data in Explore in this article.
    0

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