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Zendesk Guide: Title in URL leads to inaccurate Google Analytics pageviews

  • April 19, 2021
  • 1 reply
  • 0 views
S
I am trying to track pageviews on Google Analytics for knowledge base articles on Zendesk Guide. Each article has a unique number. However, the title of the page is sometimes appended to the URL, and GA tracks this as a separate page. If the title of the article changes, it generates a new URL. As we are following KCS methodology, it's not uncommon for titles to change.

For example, these would all be the same article, so I want to see a single pageviews count, but GA would show as 3 separate stats

/hc/en-us/articles/360039413394
/hc/en-us/articles/360039413394-How-To-Make-A-Sandwich
/hc/en-us/articles/360039413394-How-To-Make-A-Turkey-Sandwich

I want GA to roll up the articles matching on the unique number, and ignoring everything after that. How have other people dealt with this? How do you can an accurate list of the most popular articles?

    1 reply

    J
    • Juraj12
    • April 21, 2021

    Hello Sarah,

    Please note that Google Analytics itself and its functionality would be out of scope for Zendesk since it is not one of our products, so we cannot advise on the exact steps how you may solve this.

    However, I had a quick look at how we could approach this issue.

    You probably may use filters and regular expressions in Google Analytics to filter out/remove those appended titles, so you can get only the ID of the article in your results.

    For more info:

    Google: Create and manage view filters

    Google: About regular expressions (regex)

    If you would need help setting up these filters, I would advise you to contact your Google Ads/Google Analytics agent within Google, because they probably have Web Optimisation specialists that help setting up the tags and more technical Google Analytics functionalities.

    Hope that helps!

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