Using Google Analytics on your Support Center

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Using Google Analytics is one of the best ways to get under the hood of your website. You can learn more about who your users are, how they arrived at your website, and much more about how they’re interacting with it.

Google Analytics is also a great tool to monitor how your users are interacting with your Desk.com Support Center. With it, you can better understand things like which of your Knowledge Base Articles are the most popular, or how much time your customers spend looking for help before contacting you. Once set up, you can even share these garnered insights with the rest of your team by exporting data reports.

Getting Started

Note: Before you start editing your web theme, you first need to have scripting enabled (whitelisted) for your Desk site. To do this, email support@desk.com and request scripting enablement for your site.

These steps will guide you through getting Google Analytics to start tracking information about your Desk.com Support Center.  

  1. Sign in to your Google Analytics account. If you haven’t signed up with Google Analytics before, register for a free Google Analytics account.

  2. Add your Desk.com Support Center URL to your Google Analytics account. The URL you enter should be http://yoursite.Desk.com:

  3. Set up a new Property for your Support Center. If you get stuck on this step, please refer to Google's Help Document on creating properties.

  4. Copy the Google Analytics tracking code to your clipboard:

  5. Add the Google Analytics tracking code to the Header section of your Support Center's Web Theme. To find this, go to your Admin Panel > Channels > Support Center > Web Themes to view your list of web templates. Click the gear icon to edit: 

  
Go to Advanced themes and then select the Header Section on the left. Scroll all the way to the bottom and add your Google Analytics script as the last code in the section. Click Update. You should now be able to track interesting usage data pertaining to your Desk.com Support Center!

Note: if you receive an error at this step, please fill out the "Email Us" form on https://support.desk.com and our support team will get you squared away.

Reporting

Once you have your Google Analytics set up for your site, you may want to share some of the information it tracks with colleagues. You can email reports right from your Google Analytics dashboard, as well as export to formats like CSV, PDF and more.

Login to your Google Analytics account, and pull up the report you’d like to share. This could be anything from an overview of how many visitors your site has received to details on what countries most of your visitors come from. Once you’ve decided on what to share, click on either “Email” or “Export”:

A copy of your report will automatically be emailed, or downloaded to your computer for distribution. Read more about custom reports, or just learning more about Google Analytics.

Related Articles

    •Making the Support Center Your Own
    •Changing the Support Center Header Using the Basic Web Template Editor
    •Advanced Support Center Web Template Editing