Enabling anonymous user tracking for your help center

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If you want to track the activity of unauthenticated users across multiple sessions, you can enable anonymous user tracking for your help center. Tracking anonymous user sessions helps you collect the same information about the help center behavior of anonymous users as you do for logged in users.

When you enable anonymous user tracking, an anonymous tracking code (cookie) is automatically added to all pages in your help center. When the Explore dashboard is available, you’ll be able to use the data collected by this cookie to track user sessions. You can begin using this cookie to track user sessions now, so that when the Explore dashboard is available, you’ll have the data you need to produce meaningful insights.

Users can take actions within their web browser that make them appear as separate anonymous users in the Explore dashboard. These actions include opting out of cookie tracking, using browser extensions that block cookie functionality, clearing their browser cookies, or using a different device or web browser. Anonymous user tracking can only track anonymous user activity when the same cookie remains in place in the user's web browser.

Some jurisdictions may require that you obtain user consent for cookies or allow users to opt-out of cookies on your sites. To enable your users to set their own cookie preferences, you must use a third-party cookie consent service (CCS) to apply cookie consent options on your help center. If end users choose to block cookies, they may have a degraded user experience. See Implementing cookie consent in your help center.

Note: Zendesk does not accept liability for your use of any CCS. Your use of such non-Zendesk services is subject to the terms, conditions, and functionality of the CCS provider.

To enable anonymous user tracking

1. In Knowledge admin, click Settings () in the sidebar.
2. Under Integrations, select the option to Turn on anonymous user tracking.

   

3. Click Update on the upper-right side of the page.