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

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  • 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. 

  • 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!

  • 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. 

  • 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! 
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

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

    See the announcement here.


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