FAQs: Working with Google Analytics 4 | Zoho Desk

FAQs: Working with Google Analytics 4

Google Analytics Tracking

Can Google Analytics be added to the Help Center?
Yes. Google Analytics can be added as a third-party analytics tracker through Help Center JavaScript customization.

This allows organizations to measure visitor activity, such as page viewership and click rates, using an external analytics tool.
Is Google Analytics 4 configured from the Help Center analytics dashboard?
The available information does not confirm that GA4 is configured from the Google Analytics Dashboard.

The Help Center Google Analytics Dashboard is available after the Google Analytics integration is set up and provides reporting such as site visits, traffic sources, visitor locations, page views, unique page views, time on site, bounce rate, and exit rate. The Knowledge Base content does not specify GA4-specific setup steps, Measurement ID requirements, or GA4 event configuration.

JavaScript Customization Requirement

What is required before adding an analytics tracking script?
Custom scripts must be enabled for the relevant Help Center:
  1. Navigate to Setup > Channels > Help Center.
  2. Select the required Help Center portal.
  3. Open Access Settings.
  4. Enable Custom Script.
  5. Turn on Enable custom scripts for enhanced Help Center customization.
The JavaScript customization tab becomes available only after this setting is enabled.
Where should a third-party analytics script be added?
  1. Navigate to Setup > Channels > Help Center.
  2. Select the Help Center.
  3. Click Help Center Customization.
  4. Select the required theme and click Customize.
  5. Open the JS tab.
  6. Add third-party code in the Inline Script tab.
  7. Click Preview to verify the implementation.
  8. Click Publish to apply it.
Third-party tracking code, including an analytics tracker, belongs in Inline Script. Custom JavaScript written by the organization to interact with Help Center components belongs in the JS Function tab.
Is JavaScript customization available to every Zoho Desk edition?
No, JavaScript customization is available for the Enterprise edition on request. The beta capability must be enabled through Zoho Desk support.
Can CSS be used to add Google Analytics 4 tracking?
No, CSS controls presentation only, such as fonts, colors, spacing, and positioning. Analytics tracking requires JavaScript.

Analytics Dashboard Context

What Help Center data can the Google Analytics Dashboard display after integration?
Once the Google Analytics integration is configured, the dashboard can display:
  1. Direct, email, referral, and total visits
  2. Pages per visit
  3. Average time on site
  4. Percentage of new visits
  5. Bounce rate
  6. Traffic source
  7. Visitor location
  8. Page views and unique page views
  9. Exit rate
For example, a support team can identify an article receiving substantial search traffic but a high bounce rate, then review whether the article title and content address the searcher’s likely question.