Send search data from Web Widget to Google Analytics

18 Commentaires

  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for the great feedback, Dan. This is a helpful way to communicate what you're looking for - I've made sure that the Product Manager for the web widget is aware of this post. 

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  • Erica Wass
    Zendesk Product Manager

    This is great feedback, Dan. We are in the exploration stages and this is really useful for us. I don't have an ETA but it's something we're thinking about. We'll update this post when we have more to report.

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  • Dan Craig

    Thanks Erica and Nicole. Looking forward to any updates that may come.

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  • Chris

    Hi Zendesk,

     

    Is there any progress on this? We're in a similar boat as Dan. Almost all of our help center traffic comes from the widget on our site and I'd love to be able to find out what people are searching for in the Widget so I can build a better help center. 

     

    Thanks!

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  • Daniel Aron
    Zendesk Product Manager

    Hi Chris, I don't have an ETA yet but this is among the top things we're looking to do next. In the meantime, some of these analytics are surfaced in Zendesk Support Reporting. You can filter by Web Widget in the Knowledge Base and search section. Here are some articles that may help: 

    Analyzing Help Center search results (Guide Professional) 

    Analyzing Help Center knowledge base and community activity (Guide Professional) 

     

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  • Brooke Wayne

    Completely agree here with Dan - we're tracking data from the web browser views via Google Analytics already, but we're unable to do so with the mobile sdk and web widget views. Having this being hooked up to GA as well would make it easier to spend less time gathering data from multiple sources, and not to mention, benefit from GA's isolation of internal agent usage/removing our office's ip address from the data.

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  • C.H. Huang

    That's good for biz analysis. Hope can see it soon.

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  • Naomi Papoushado

    Hi Everyone, especially @Daniel and @Erica...
    What's going on with this feature?

    We're also waiting for it and really want to see data from the web widget in our Google Analytics ASAP - Zendesk analytics allow us to see the searches made but we need to track who is making the searches via the web widget.

    Please update us - the initial discussion here was started a year ago...

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  • Dylan Cunniffe

    +1 to this. It would be very helpful!

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  • David

    +1'ing this as well! If there are any updates, it'd be great to hear them.

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  • smileboxpayments

    +1 to this.

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  • Daniel Aron
    Zendesk Product Manager

    Hey folks, just wanted to raise awareness that we have implemented Google Analytics events for Chat in the Web Widget. We're also defining more events that cover Help Center and other channels, so hoping to provide an update soon with an ETA.

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  • David Lyon

    +1.

    Our users search terms are very valuable to help us know how to improve our knowledge base and forecast product evolution. This issue is coupled with the fact that the web widget does not offer an easy direct link to the help desk meaning the majority of searches are performed directly in the web widget.

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  • Hesong

    +1 to this. really should get this feature going 

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  • John Drinkwater

    Hi Daniel this is a MAJOR gap for the analysts amongst us, i confess i had assumed that Zendesk would have had this sorted by now.  Not being able to link search  events to a clientid in a 3rd party analytics product especially google is a big problem.  Wish i had realised before my latest client ran their procurement process as to be honest i would have ruled this product out - meanwhile i'll go back to other solutions & watch with baited breath for any updates.  

     

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  • Nicky Lilja

    Hi everyone, I have given my vote for this feature. 

    We have recently implemented the Web Widget but without helpful data and analytics we have problem showing a proper business case and to do a knowledge gap analysis based on search words.

    Thanks  

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  • Jenn Tomaszewski

    +1

    Driving our customers to self help during our peak season on common questions is a goal of ours. We work in an industry with a lot of jargon (healthcare) so our customers can speak differently than we do. Seeing what terms users search for will help us refine our articles to get the right content to them. 

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  • Miranda Burford
    Zendesk Product Manager

    Hi All,

    I'm Miranda, the Web Widget Product Manager.  I wanted to provide an update on the ability to send Help Center search terms from within the Web Widget into Google Analytics (and other third-party Analytics tools) as I know it's something that's been of interest.  We recently introduced enhanced event tracking within the Web Widget.  You can read more about it in the announcement here.

    You'll be pleased to know that the new Help Center search event that we introduced will now pass in an end user's search term within the label parameter.  This will allow you to see what search terms end users are typing into the Web Widget.  

     

     

    Hope this helps!  If you have any questions or feedback, please do not hesitate to let me know.

    - Miranda.

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