Tracking Searches using Google Analytics
Last Updated -
This article assumes you've already set up Google Analytics for your support center. If you haven't already, here's a link to our Google Analytics - Getting Started article. We'll wait here until you're done.
Turning on Google Analytics Is Great
But is there a way to know what people are searching?
Plugging your support center into Google Analytics is a great way to really understand how your customers are interacting with the spiffy help content that you created for them. Naturally, it would be awesome to know specifically what content your customers are seeking out so you can better curate your existing content (e.g., moving commonly searched articles to the top of their topics) and know when to create new articles (e.g., identifying search trends towards topics you haven't yet covered).
By enabling Google Analytics' Site Search on your property you can do all of this and more. Below are the steps from Google Analytics' support article (click here to view original article) to get this set up — we've made minor modifications to the content to tailor it to setting up Site Search for your Desk.com support center.
To set up Site Search for a profile:
- Click the Admin icon on the bottom right of Analytics Home page.
- Select your Account in the dropdown on the left. You may need to create a new Account if you don't have one setup already.
- In the VIEW column, select View Settings.
- Toggle the Site Search Settings toggle to On.
- In the Query Parameter field, enter the the letter "q".
For information about identifying query parameters, see Identifying Search and Query Parameters for Your Site.
- Make sure that the "Strip query parameters out of URL" checkbox is unchecked.
- Make sure that the Site search categories checkbox is unchecked.
- Here is how your Site Search Settings section should look at this point:
- Click Save
The Site Search reports appear under Content on the Standard Reporting. It may take up to 48 hours for data to appear in your reports once you have configured Site Search.
For full details from Google on how to set up search tracking, please visit: https://support.google.com/analytics/answer/1012264?hl=en