EOL of Universal Analytics and an introduction to Google Analytics 4 (GA4) in Zoho Desk

Greetings!

Universal Analytics was sunset on July 1, 2023. Google Analytics 4 is now supported in Zoho Desk.

We are thrilled to introduce Google Analytics 4 (GA4) to enhance your Zoho Desk Help Center experience. GA4 is an analytical tool that provides you with valuable insights into your webpages. It can highlight user behavior and customer engagement with the Help Center, directly indicating the performance of your knowledge base, community forums, and support services.

These insights can help you identify areas for improvement and ensure exceptional customer experiences.

Some key benefits of GA4 are as follows:

Deeper understanding of user behavior: GA4 provides valuable insights into how users interact with your Help Center. Metrics, such as number of page views, time spent on pages, and user journeys based on navigation across articles, can help you better understand user preferences and pain points. By analyzing this data, you can optimize your Help Center content, navigation, and overall user experience. For example, you may discover that certain articles receive significantly more views than others. This insight can help you identify popular topics or areas of high user interest, so you can prioritize content creation or updates accordingly.
Content optimization: With GA4, you can analyze user engagement with specific articles or FAQs in your Help Center. Tracking bounce rates and exit rates helps you identify knowledge base articles that may need improvement. Equipped with this information, you can enhance content clarity, relevance, and helpfulness. For instance, GA4 may indicate that users frequently navigate to a particular article but struggle to find the information they need. In response, you can enhance the article's content, improve navigation, and work to provide a smoother user experience.
Data-driven decision making: GA4 empowers you to make informed decisions based on real-time data and analytics. Tracking and analyzing user behavior can help you identify trends, patterns, and areas for improvement. A data-driven approach empowers you to fine tune your knowledge base, improve engagement in your community, and resolve tickets faster. For example, you may identify articles with low engagement or high bounce rates in your KB. This information can guide you in optimizing these articles by improving their clarity.

Attention existing users!

Since Universal Analytics (UA) has been sunset (effective July 1, 2023), UA data is no longer accessible in Zoho Desk. We request that you delete the Universal Analytics integration from Zoho Desk and establish integration with GA4.

Note: Past analytics can still be accessed from your Universal Analytics account. With GA4, you can continue to track and monitor important Help Center insights.

To learn more about setting up the GA4 integration and deleting Universal Analytics, refer to the help doc.

Give the new integration a try and share your suggestions in the comments. If you have any questions or need assistance, our support team is here to help. Feel free to reach out!

Thank you and have a great day!

Regards,

Varsha P | Zoho Desk

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