Google Analytics and Help Center - Part 5: Capturing Help Center user data

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  • Tom

    I would really appreciate any help with the above. I have tried a few things to no avail. 

  • Stefano Nguma

    Is it possible to capture the user's organization (HelpCenter.user.organizations) in google analytics? I tried adding the following lines to the script but we are not capturing any valid data. Thanks!

      var userOrganizations = HelpCenter.user.organizations;
    ga('set', 'dimension3', userOrganizations);
  • John Espina
    Zendesk Customer Care

    Hi Stefano,

    In regards to your concern, since Google Analytics is from our third-party provider there are some limitations with how can it be compatible with Zendesk's script.

    Unfortunately, currently, it is not possible but we'll keep this article updated on some new development with the process.

    John Espina | Customer Advocate

  • Stefano Nguma

    Thank you, @...!

  • Sigurjon Jonsson

    Is there any way to capture usernames of viewers?
    I haven't found it anywhere in Explore, nor any 3rd party analytics.

    My organization is looking to see what staff members are not utilizing the Help Center, and who are very actively using it.

  • Anne Ronalter
    Zendesk Customer Care
    Hello Sigurjon,

    this is unfortunately currently not possible, but I have found a Community post with a similar request: Guide Dashboard - who has viewed my articles
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey Sigurjon, to be clear, Google Analytics has strict policies about capturing Personally Identifiable Information like a user's name via their platform. I'm not super familiar with many other web analytics tools but I would imagine Google sets the bar high for everyone else as far as security best practices. That said, it is possible to create an anonymized version of this, whereby your own Identity Management tool generates a unique User ID for each viewer that gets passed to Google Analytics. This is an engineering-heavy task but is outlined here if you're interested in checking it out. 


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