Google Analytics and help center - Part 3: Tracking customers' actions

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14 Comments

  • Christopher Johnson

    Has anyone actually gotten tracking instant search clicks to work? If your SEO is good enough, people would be clicking on the instant search results instead of hitting enter to see search results. Missing out on that data is huge, especially if it makes up 30% of your user's searches. 

    I have yet to see any sort of solution posted from Zendesk on this, and people have been bringing this up for at least a year. 

    1
  • Grzegorz

    Hi Christopher,

    Thanks for your question!

    As mentioned in the yellow note in our other article, we're not currently capturing click-throughs for instant search in our native reporting. However, I've been in touch with our product team and would like to let you know that adding instant search to the new reporting is definitely on our radar, but not for the first release. We expect to include instant search numbers over the course of the next year.

    In the meantime, you can use Google Analytics to track clicks on instant search, but this will require some customisation on your end to do such a deeper analysis. This type of customisation is not currently supported by our team.

    Hope it helps!

    0
  • Alyssa

    How would one go about tracking form submissions with GA4? 

    Using Google Tag Manager, I'm trying to set up a tag to capture form submissions, but it requires the class, element, or label of the submit button. I'm unable to find these for the form submit button. 

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Alyssa, thanks for writing in! In general, GA 4 is not supported natively. However, as per our doc, 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
     
    We are not also finding in our documentation about class, element, or label but you may follow our guide on how to use Google Tag Manager in your Help Center here: Using Google Tag Manager with your help center
     
    Thank you! 
    0
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

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

    See the announcement here.

    1
  • Lila Kingsley

    Hi Gorka Cardona-Lauridsen

    Replying here to your comment in the Enabling GA article--seems to make more sense since it is about the snippets on this page.   

    We're currently using the submit ticket and deflection snippets.  Your reply on the other article indicated the snippets would not be impacted by GA4 but "neither will it give you the same event" (and you provided a link to the auto collected events and custom event creation). 

    This makes it seem like something  (a custom event?) needs to be done in GA4 for the reporting to still function in GA4 for the snippets in this article.  But this article doesn't mention any changes.  Can you clarify?

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Lila Kingsley

    This makes it seem like something  (a custom event?) needs to be done in GA4 for the reporting to still function in GA4 for the snippets in this article.  But this article doesn't mention any changes.  Can you clarify?

    You are absolutely right that this article should give guidance on how to achieve the same with GA4. We are working on an update. I'll post a comment when we have updated the article.

    4
  • Jakub Krecisz

    Gorka Cardona-Lauridsen it would be great to have guidance for GA4. I can see, that part of metrics/events are created automatically, but there are few (i.e. tracking of pages with requests initiated) that's need to be created manually. 

    3
  • Josh H

    Gorka Cardona-Lauridsen We are also interested in how to go about implementing the "Where do customers give up and submit a ticket?" code for GA4. Looking forward to that update, thank you!

    4
  • Cheeny Aban
    Zendesk Customer Care
    Hi Jakub and Josh, 

    Thank you for your feedback and insights! We appreciate it!
    0
  • Sarah Eshelman

    +1 to Josh and Jakub's comments

     

    2
  • Stevie George

    +1 to Josh, Jakub, and Sarah's comments!

    1
  • Nicole Rinker

    I know we're using Templating API v2 and I installed the jQuery, but I can't for the life of me find the the document.addEventListener('DOMContentLoaded', function() { block in the code. Any help? 

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hey Nicole Rinker

    The document.addEventListener('DOMContentLoaded', function() { should be at the first line in the script.js, for reference: 


    Hope this helps! 

     

    0

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