The TOPdesk Self-Service Portal (SSP) is a knowledge base, customer portal and service catalogue in one. It’s a place where your customers quickly find what they need, when they need it – without your help. This helps you create a simple, familiar interface for your customers based on the services you deliver. And above all: it reduces the repetitive calls to your service desk, giving them more time to work on critical issues.
But do you actually know if the content that you provide is, in fact, being used? How many visitors you get per day? Which pages are viewed the most? How do your customers navigate through the SSP? Do they search rather than navigate through the pages? Some reports can answer a few of those questions, but we noticed there is not one overview where you find all this info in one place. This is where the Google Analytics integration, linking your TOPdesk instance with Google’s analytics capabilities, comes into play.
How does it work?
- Include the Google Analytics policy in your own policy to ensure correct information.
- Use rich text formatting to put emphasis on important sections and ensure a clear structure.
- Use your own logo in the banner to make it more personal.
Cookie consent banner
After your end users allow analysis of their activity and spend some time in the SSP, it’s time to start analyzing your end user activity. This is where you learn how the SSP is used and how you can improve your end user experience. By feeding the data into various Google Analytics reports, you can learn about your portal over time. To give you an idea of how to get insight into your portal’s performance, we have listed some examples below:
Learn how many unique visitors you have and how often they return. By reporting on both new users and returning users, you get an idea about how big of an audience you actually reach, also over time.
Essential information for your analysis is found in page views. It shows which specific page or content is visited most often. In TOPdesk, almost everything is a separate page: the homepage, forms, Knowledge Items, services, subpages, and even the loading screen is seen as a separate page.
You can see how much time your customers spend on these pages by the average engagement times. There is also a time element that says something about when a page is visited. Here you might spot spikes around certain pages that can be linked back to an event. Maybe after the summer holidays your end users visit the password reset page a lot?
Path exploration and navigation flow
Our last example is about path exploration and navigation flow. This report is all about the paths taken by your end users. Did a user open a page via a direct link from an email? Then the starting page is probably not the homepage. What are the top pages that users open after they log in? Do your users directly find what they are looking for, or do they have to search again?
Availability and setup
Now that you’ve seen the possibilities of this integration, you are ready to set it up! The Google Analytics integration is available on TOPdesk SaaS in version 11.08.016 and higher, and can be activated by SaaS main contacts via our activation form on My TOPdesk. For Virtual Appliance 2021 Release 4, you can use this feature after activating a feature flag. Feature flags are used to enable or disable certain new features in TOPdesk. By enabling the feature flag for Google Analytics, the settings page will appear. For a more detailed explanation on how to enable the feature flag, plus an extended step-by-step guide for setting up this feature, see Knowledge Item KI 11726 on My TOPdesk.
Now, it’s up to you
Also, we would love to hear from you about the lessons you’ve learned. Do you have an insightful report you want to share with the world? Or did you finally find out why that one page was never found, but is now performing very well? Let us know via the comments below!