Tracking Form Analytics - Zoho Desk Knowledgebase

Tracking Form Analytics using PageSense Integration

Web forms in Zoho Desk can be used to capture feedback and support tickets directly from a website, help center, or any third-party page. Once the form is configured and embedded, submissions are automatically recorded in Zoho Desk. However, understanding how visitors interact with the form such as how many start filling it, abandon it midway, or skip certain fields requires deeper insights.

This is enabled through Form Analytics, powered by Zoho PageSense. Form Analytics tracks visitor interactions within the form and presents them as clear, actionable reports. It captures user behavior at a granular level and helps identify areas where the form experience can be improved.

What the user gets:
  1. A free Zoho PageSense account with tracking for up to 5,000 visitors per month.
  2. Reports on key form metrics such as conversion rate, number of visitors, and number of starters, along with their performance over time.
  3. Field-level insights, including focus rates and drop-offs, to understand how users interact with individual form fields.
  4. Segmentation options to analyze form behavior across different audience groups.

Availability

Info Permission Required
Users with the Support Administrator permission profile can enable form analytics in Zoho Desk.
Check Feature Availability and Limits

Enabling Form Analytics

Form Analytics in Zoho Desk is powered by Zoho PageSense. When Form Analytics is enabled, a PageSense account is automatically created. If a PageSense account already exists, a new project linked to Zoho Desk will be created within that account.

Notes
Note: If a PageSense account already exists, a new project linked to Zoho Desk will be created within the existing account.
To enable Form Analytics
  1. Click Setup (   ) > Channels > Help Center.
  2. Click PageSense from the left panel.
  3. Select the checkbox to enable PageSense Integration is considered as explicit consent given for collection, use, or disclosure of data.
  4. Click Enable and then click Continue on the Zoho PageSense Integration pop-up window.
  5. Enable the toggle corresponding to Form Analytics for Web Forms.

A PageSense account (portal) will be automatically created, and administrative access will be assigned. Additionally, a project linked to Zoho Desk will be created within the PageSense account.

Setting up form tracking

Once Form Analytics is enabled, any new forms created in Zoho Desk will automatically have a corresponding experiment created in PageSense. For existing forms, it is required to open, edit, and save the form to create its linked experiment in PageSense. After updating the form, the latest code snippet must be embedded on the webpage to ensure visitor interactions are tracked correctly.

Accessing form analytics metrics

When a form is created or updated, dedicated dashboard folders such as Feedback Widget and Advanced Web Forms are automatically created. Each form will have its own dashboard within these folders.
For example, creating a feedback widget named Contact Us will generate a dashboard with the same name under the Feedback Widget folder. This dashboard can be used to view and analyze the form’s performance and visitor interactions.
To access these dashboards
  1. Navigate to Analytics > Dashboards > Feedback Widget / Advanced Web Forms.

Form metrics

Form Metrics provide an overview of how the form performs over time and how visitors engage with it as a whole.

Form basics

  1. Visitors: Number of unique users who viewed the page containing the form, regardless of interaction
  2. Visits: Total number of times the page was accessed (includes repeat visits).
  3. Starters: Visitors who interacted with at least one field in the form.
  4. Conversions: Visitors who successfully submitted the form.
  5. Abandons: Visitors who started filling the form but did not complete it.

Form metrics over time

Displays trends for starters, conversions, and abandons over a selected period, helping track performance changes.

Form submission statistics

Compares the number of successful and failed submissions to identify submission issues.

Average time to submit

Represents the average time taken by users who successfully submitted the form. This is calculated based only on completed submissions.

Average time spent

Indicates the average time spent on the form by users who interacted with at least one field.

Visitor attributes

Provides insights into visitor characteristics such as source, device, browser, and type, helping understand audience behavior.

Field metrics

Field Metrics focus on how users interact with individual form fields, helping identify usability issues and optimization opportunities.

Field-level statistics

  1. Focuses: Number of times a field was selected
  2. Interactions: Number of times users entered data into the field
  3. Refocuses: Instances where users returned to a field after navigating away
  4. Corrections: Number of times users modified previously entered data
  5. Drop-offs: Number of users who stopped filling the form at a specific field

Filled and blank fields

Shows how many users completed a field versus those who skipped it.

Hesitation and total time

  1. Hesitation time: Time taken before a user starts entering data after focusing on a field.
  2. Total time: Time spent interacting with the field.

Disabling form analytics

Form Analytics can be disabled when tracking is no longer required. Once disabled, visitor interactions on forms will no longer be recorded.
To disable form analytics:
  1. Navigate to Setup (  ) > Channels > Help Center.
  2. Click PageSense from the left panel.
  3. Turn off the enabled toggle Form Analytics for Web Forms. 
After disabling, Zoho PageSense stops tracking form activity, and the associated analytics dashboards will no longer be visible in Zoho Desk.
Notes
Impact of disabling or deleting forms
When a form or widget is disabled or deleted, its corresponding PageSense experiment is affected.
  1. Disabling a form pauses its associated PageSense experiment. Tracking can be resumed by enabling the form again.
  2. Deleting a form permanently removes its association with PageSense. The experiment cannot be restored or relaunched.