Can Google Optimize be used with Zendesk Help Center? | Community
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Can Google Optimize be used with Zendesk Help Center?

  • March 23, 2018
  • 4 replies
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M

Hi All,

Has anyone used Google Optimize with your Help Center for A/B Testing?

A brief background - You can use Google Optimize to test out changes with users on your site before rolling those changes out to everyone. This allows you to move things around and experiment to see what works well and then slowly roll those changes out to a larger amount of users over time so you can continue to track how well those changes perform. 

This is something I'd love to use with our Help Desk so we could test out changes before making them live to everyone. What I can't work out is how we could get multiple live instances of the site so we could make adjustments for testing. 

Has anyone used Google Optimize with the Help Center? Or have you used it with another product and think it could work with Help Desk?

Thanks,
Maggie

 

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    4 replies

    J
    • Jessie17
    • April 2, 2018

    Hi Maggie! This is a really interesting question!

    I'm not familiar with Google Optimize so I did some digging and based on what I'm reading, it looks like you just need to add a code snippet into the Google Analytics code you've already embedded (or will embed, if you haven't already), and Google Analytics definitely works with Help Center.

    So, in theory, it could work. One potential snag that comes to mind is how a user get directed to one version or another; if you need to have two different URLs, one for each version, that will probably be a problem because you can't customize the URLs in Help Center.

    I'll check with our Community Moderators to see if anyone has experience with this product. I'm also going to put your question in our monthly Community Roundup to see if we can get some other answers for you!

    A
    • Andre32
    • October 23, 2019

    Any new on this? I'm trying to set Google Optimize in Zendesk, but it seems Zendesk adds some analytics tracking code automatically, thus I'm not able to place the Google Optimize snippet in the "earliest moment as possible" as they instruct to in their guide.

    I ran the Google Optimize diagnoses and it says it is working fine, while the number of active users remains on 0 no matters what...

    Would the code Zendesk adds automatically be the problem or am I missing something here?

    M
    • Maggie14
    • Author
    • October 23, 2019

    Hi 367242936947,

    We never ended up taking this any further - we abandoned the project. Hopefully someone else has some experiences they can share.

    Thanks,
    Maggie

    A
    • Andre32
    • October 27, 2019

    Quick update, I manage to make it work on our Help Center. By the time of my last comment it was already working, but it took 1 day so the data started appearing in Google Optimize report (maybe because I have a session scoped custom dimension).

    Also, I have placed the google tracking directly in document_header.hbs instead of letting the tracking code in Zendesk Settings. I've done that because the optimze should be placed prior than the analytics.js script (although not 100% sure if this is really necessary).

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