Jason Maynard

Hi Felipe,

Sorry for the confusion. We'll take a look at our docs and clarify this. In the meantime, you can click on the Arrange content > Arrange articles > select Category, then select Delete category. This will delete all the content in that Category.

Best,

Jason

Nice 👏

Many customers ask how they can segment out their Help Center activity metrics based on user role. While this isn’t currently possible using the Help Center dashboards, it is quite easy to do using the Zendesk Google Analytics integration and custom dimensions.

Step 1: Enable Google Analytics Site Search Tracking on your Help Center

If you haven’t enabled Site Search Tracking for Google Analytics, follow the steps in this article to enable it on your Help Center.

Step 2: Configure custom dimensions

Google Analytics Custom Dimensions are a way to capture custom information on a user when they visit your Help Center or anywhere where you have Google Analytics tracking enabled.

First of all you must configure your Custom Dimensions in Google Analytics properly. This must be configured in the Analytics User Interface.

Go to the Admin section of Google Analytics and then to Custom Definitions > Custom Dimensions. Create two new Custom Dimensions. Custom Dimensions have the following configuration values:

• Name – the name of the custom dimension as it will appear in your reports.
• Scope – specifies to which data the custom dimension or metric will be applied. Learn more about Scope.
• Active – whether the custom dimension or metric value will be processed. Inactive custom dimensions may still appear in reporting, but their values will not be processed.

You should create a custom dimensions named User Role and User Locale that have a Session scope and are active.

The first custom dimension is called User Role and tracks the Role of the user using the HelpCenter.user.role value (eg. manager, end_user, anonymous, etc) in Slot 1.

The second custom dimension is called User Locale and the tracks the locale of a user using the HelpCenter.user.locale value (en-US, en-UK, etc) in Slot 2.

These will allow me to segment all of the activity and search metrics by these two custom dimensions.

Step 3: Set a custom dimensions for visitors

Once the custom dimensions are defined you can see which dimension they are assigned to ( dimension[0-9]+) and you can use in code. In my example account they are dimension1 and dimension2. You can then use this dimension in the code

• name—The name for the custom dimension. Required. This is a string that identifies the custom dimension and appears in your reports. (dimension[0-9]+)
• value—The value for the custom dimension. Required. This is a string that is paired with a name. You can pair a number of values with a custom dimension name. The value appears in the table list of the UI for a selected variable name. Typically, you will have two or more values for a given name. For example, you might define a custom variable name gender and supply male and female as two possible values.

In this example, I have included two Help Center custom dimensions on the Session level. These must sent along as part of a custom event. It is important that we define this as a non-interaction event so that it does not contribute to bounce rates or other important metrics. This will eventually look something like this when it's all put together:

ga('send', 'event', 'Help Center', 'User', {

   'dimension1': HelpCenter.user.role,

   'dimension2': HelpCenter.user.locale,

   nonInteraction: true

});

Step 3: Look at your Google Analytics metrics sliced by custom dimensions

It may take an hour or so for the new custom dimensions to be available in your Google Analytics project. Once the custom dimensions have synced with your Google Analytics project, you can segment your metrics by the custom dimensions.

In this example, I have broken out page views by User Locale by navigating to Reporting > Behavior > Site Content > All Pages and selecting Secondary Dimension > Custom Dimension > User Role.