Help Center user segmentation using Google Analytics custom dimensions

I just realized the below comment won't work. Please disregard

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I also just realized that we also have the user object in the template that you could use as well to assign a variable in JavaScript.

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Thanks!

Hey Dan!

This identifier is actually a 1 way sha1 hash of the user id so you can't decrypt it. However, you could potentially user the email address in the user object for this. That should be a unique identifier for the user.

You can also use the API endpoint /api/v2/users/me.json to get the current user information, including id.

Thanks!

It looks like the reason that HelpCenter.user.id does not work is because it is not available in the javascript object. 

https://gist.github.com/skipjac/8186753 

I can see that the HelpCenter.user.identifier is available but this seems like it might be some sort of a hashed id value. Is there any documentation anywhere that I can refer to to understand how this value is hashed to decrypt this value into my user ids?

I wanted to include user.id in what I am sending to google analytics, but for some reason it does not seem to be working. I went through the steps listed and created 3 dimensions, the user.role, user.locale, and user.id. I can see the user.role and user.locale being populated but user.id is not. Any reason this might be? 

//Capture User Role
 ga('send', 'event', 'Help Center', 'User', {

'dimension1': HelpCenter.user.role,

'dimension2': HelpCenter.user.locale,
 
'dimension3': HelpCenter.user.id,

nonInteraction: true

});

Thanks!

Hey Peter,

That will depend on your user roles and your account plan level. If you have created custom roles on Enterprise, any role with the Help Center Manager role will be reported as "manager".

You can see more here: https://support.zendesk.com/hc/en-us/articles/203662026-Creating-custom-roles-and-assigning-agents-Enterprise-

But based on the predefined Enterprise roles, you would have:

• Legacy Agent - "agent"
• Light Agent - "agent"
• Staff - "agent"
• Team Leader - "manager"
• Advisor - "agent"
• Administrator - "manager"

End user is anyone that has a log in but is not an agent or manager. Anonymous is anyone browsing your Help Center while not logged in. I hope this helps.

Thanks!

Hi Ryan - thanks for the quick response.  Can you provide a table showing how the standard user roles in the interface map to the JSON values in session?

Like this...

Administrator >> Manager

Agent >> Agent

etc

Hey @Peter,

You're correct that this is a bit of legacy of the Zendesk product evolving over time. Many times when we update user facing labels in code, the internal representation in the database and other systems doesn't necessarily get the same update to avoid any unforeseen consequences. Additionally a few other roles can have admin privileges like Team Leader or a user with the Help Center Manager permission.

There are 4 possible values in the context of HelpCenter.user.role

"manager", "agent", "end_user", "anonymous"

Let me know if that answers your question.

A question about user role - I was expecting to see the role value correspond exactly to the "Role" user field in the app.  However, it appears that users with "Administrator" role in the app don't have HelpCenter.user.role = "Administrator".  It's "Manager".

Can anyone confirm the ZenDesk logic here for how actual user roles in the app map to HelpCenter.user.role in JSON?

Thanks!

That's great news! Thanks for reporting back, Corrin!

I believe my question was answered by the results!  Even though the article does state "It may take an hour or so for the new custom dimensions to be available in your Google Analytics project" I expected to see them a bit sooner.  

In logging out and back in several records suddenly populated.

So entering only the JS code indicated in step 3 worked great.  I suppose the Google Analytics example is for other platforms.

Thank you again for updating!