Setting up Help Center Analytics

When you first select Help Center Analytics, by clicking the Analytics link, you are prompted to set it up. You need to add a small section of tracking script to the Theme in your Zendesk Help Center so that the Help Center Analytics can start to collect the information used in the Analytics metrics.

As part of the Analytics Setup, you can also optionally install a Feedback Form. This adds a section of HTML code so that, if a user clicks the Yes or No button in the "Was this article helpful?" Voting section of the article, they can add feedback on the articles. Refer below to (Optional) Install the Feedback Form. Any feedback that users send shows in the Analytics Feedback tab (refer to Analytics Feedback).

Analytics is available with a separate pricing plan. New customers can add Analytics as an add-on when subscribing to Help Center Manager. Existing customers can contact us directly by emailing  support@swifteq.com to add Analytics to their bill. 

If you would like any help with setting up Analytics, please contact Swifteq on the live chat or email support@swifteq.com. 

In this Article
Install the Tracking Script
(Optional) Install the Feedback Form
   Create your Feedback Form
   Save the Configuration
   Install the Feedback Form on your Help Center Theme
   Using Different Languages for the Feedback Form
Redisplaying the Analytics Setup Instructions
Disabling the Feedback Form

Install the Tracking Script

To install the tracking script in your Help Center Theme:

1. Click Analytics in the top menu.
   
   
   

   Analytics initially shows as disabled.
   
   

2. Click Enable Analytics on Your Account.
   
   
   
   

3. The Analytics Setup displays. This screen contains the tracking script that you need to copy. It also holds the instructions for where to paste it in Zendesk and what to do.
   
   
   
   
4. Copy the script using the Copy link to ensure you copy this correctly.
5. Login to your Zendesk Help Center as a user with access to the Zendesk Guide Admin.
6. Follow the instructions in the Analytics Setup to paste the script, then click Publish to publish the Theme.
   
   
   
   
7. When you have enabled the tracking of articles for the Help Center Analytics, run the Sync to also update some of the information included in the Analytics. This information can be updated with the Quick Sync and there is no need to run the Full Sync. Refer to Syncing Information to Help Center Analytics.

You can then optionally follow the instructions for installing the Feedback Form.

(Optional) Install the Feedback Form

The next step is optional. You can install some additional HTML so that, if a user clicks the Yes or the No button in the "Was this article helpful?" section, a feedback section appears so that users can add a comment. This allows you to collect text feedback from your visitors so you can better understand the reason for the Vote.

The following is what displays with the standard Feedback form when a visitor clicks Yes.

The following is what displays with the standard Feedback form when a visitor clicks No.

When you have enabled Analytics, the setup page for the Feedback form displays. This shows the standard Feedback form suggested by the Help Center Manager app and you can customize this according to your own requirements.

Create your Feedback Form

On the left-hand side are the questions with the options that the visitor can select from, an area for open ended feedback and additional messages that display to the visitor.

• You can disable all the questions by deselecting the checkbox next to Ask the visitor a question with multiple options to choose form.
• You can delete any of the sample options by clicking the x next to it.
• You can add options by clicking Add option and entering the text for the option.
  
  

Invite the visitor to enter open ended feedback gives the visitor an area where they can enter their own feedback text.

• You can change the message that displays for the open ended feedback, the Note to Visitor and the Confirmation message.
• You can disable this section by deselecting the checkbox next to Invite the visitor to enter open ended feedback. This then shows only the text for the Confirmation message.
  
  

The sample on the right-hand side shows how the feedback form will look and this is automatically updated as you make changes to the setup.

Save the Configuration

To save the setup, click Save Configuration.

Install the Feedback Form on your Help Center Theme

To install the feedback form, follow the instructions in the Install the feedback form page.

1. Copy the script using the Copy link to ensure you copy this correctly.
2. Login to your Zendesk Help Center as a user with access to the Zendesk Guide Admin.
3. Follow the instructions in the Analytics Setup to paste the script. You can use the Find to locate the section in the HTML for "article-votes". The following is an example of installing the feedback form to the standard Copenhagen theme.
   
   
   
   
4. Click Publish.
5. In the Setup Feedback form, click Code was installed.
6. Open an article, and check the change by clicking the No button in the Was this article helpful section.

Any feedback that is entered by users displays in the Analytics in the Feedback tab. Refer to Analytics Feedback.

Using Different Languages for the Feedback Form

You can use different languages for the Feedback Form by using dynamic content. 

Edit the Feedback Form snippet that you added in the article_page.hbs file and replace each piece of text there with dynamic content.

Refer to the Zendesk guide Providing multiple language support with dynamic content for more information.

Redisplaying the Analytics Setup Instructions

Once you have installed the tracking script, displaying the Analytics page no longer displays the setup instructions. If you want to redisplay these at any time, or if you have not initially installed the Feedback Form and want to do this at a later time, you can redisplay the instructions as follows:

1. In the top right menu, click the Profile button.
2. From Help Centers, select Analytics Setup or Feedback Form Setup.
   
   
   

Or

1. Display the Analytics page.
2. Go to the Feedback tab or display the Article Metrics for an article.
3. Scroll to the bottom of the page.
4. Click the these instructions link.
   
   

Disabling the Feedback Form

If you want to remove the Feedback Form you can do so with the following steps. This reverts the feedback so it redisplays the standard Zendesk Feedback. To remove the feedback form, reverse the steps done to install it as detailed above in Install the Feedback Form on your Help Center Theme.

1. Open your Help Center theme code page.
2. Find and open the "article_page.hbs" template file.
3. Find the <div class="article-votes"> element where the vote buttons are displayed. The location might be different depending on your theme.
4. Remove the entire <div> element with the id "sq-article-feedback-form"
   <div id="sq-article-feedback-form" style="padding-top: 12px; display: none;">
5. Click Publish.