Gorgias Help Center Tracking

You can track your Help Center searches by using a tracking tool such as Google Analytics or Google Tag Manager to add a script or a pixel to your Help Center - any tracking tools following the same principle will work as well.

You need to add tracking to each of your Help Center integrations separately.

Make sure that you follow GDPR if you’re targeting European shoppers.

Find your tracking code

Google Analytics - Universal Analytics

If you're using Google Universal Analytics (your ID should look like this: UA-XXXXXXXXX-X) then you need to go to Admin (bottom left of your window once you're in Google Analytics) → Tracking Info → Tracking Code.

You'll find a code snippet that should look like the one below - please copy it for later.

1<script async src="https://www.googletagmanager.com/gtag/js?id=UA-XXXXXXXXX-X"></script>
2<script>
3window.dataLayer = window.dataLayer || [];
4function gtag(){dataLayer.push(arguments);}
5  gtag('js', new Date());
6
7  gtag('config', 'UA-XXXXXXXXX-X');
8</script>

Google Analytics 4

If you're using Google Analytics 4 (your ID should look like this: G-XXXXXXXXXX), then you need to go to Admin (bottom left of your window once you are in Google Analytics) → Data Streams → an existing webstream/create a new one.

Click on Add new on-page tag, then on Global site tag (gtag.js), and copy the code you find for later.

Google Tag Manager

Go to Admin → Install Google Tag Manager and copy what’s in the part called Paste this code as high in the <head> of the page as possible.

The code should look something like this:

1<script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start':
2new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0],
3j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src=
4'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f);
5})(window,document,'script','dataLayer','GTM-XXXXXXX');</script>

Any other tracking tool

It's pretty much the same procedure as the one for Google Analytics or Google Tag Manager. The script/pixel should look something like this:

1<script>
2Your Pixel in javascript
3</script>

Steps

1. Go to Settings -> Channels -> Help Center -> the Help Center you'd like to track -> Customization.

2. Under the section Extra HTML, activate the toggle and paste the code you found in the previous section into the code editor. It should look something like this:3. Click Save Changes at the bottom of the page.

Help Center trackingUpdated a year ago