When you integrate Freshservice with Google Analytics, you can get a quick idea of what end-users are looking for in your service desk, which solution articles get the most traffic, and where your customers spend their time in the service desk. You can use this information to drive content in your knowledge base and fine-tune solution articles.
Quick Guide to Integrate Freshservice with Google Analytics:
To integrate Google Analytics with your service desk, you'll first have to create a new property in your Analytics account:
You can do this from the Admin section after you login to Google Analytics.
Click on Create a new property under any of your existing accounts. If this is the first time you're using Google Analytics, you'll have to set up a new account and then create a new property.
Under what would you like to track, choose website.
Give your service desk a name, specify your service desk URL.
Choose your timezone and click the Get Tracking ID button.
Once you're done, you'll be taken to a new page that lists your tracking ID that begins with 'UA'. Copy the tracking ID.
Login to Freshservice.
Go to Admin > Helpdesk Productivity > Apps.
Click on "Get More Apps" in the top right and search for "Google Analytics"
You will be prompted to enter the Google Analytics Tracking ID you just copied. Key it in, and click Enable.
And you are done! The stats from your Freshservice service desk should start appearing in your Analytics account in a while. Please note that this information will not show up in your Freshservice account, but only in Google Analytics. You can learn how to enable site search so that you can track search terms over here.