Announcing the launch of anonymous user tracking for improved knowledge base analytics

Announced on | Rollout starts | Rollout ends
March 18, 2025 | March 18, 2025 | March 21, 2025

We’re excited to announce an anonymous user tracking feature designed to enhance the analytics capabilities of your help center. Please note that in some jurisdictions, you may be required to obtain user consent for cookies or provide users with the option to opt out if you choose to enable this feature.

This announcement covers the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is introducing the ability to track anonymous users across multiple sessions. When you enable user tracking, an anonymous tracking code (cookie) is automatically added to all pages in your help center. Tracking anonymous user sessions helps you collect the same information about the help center behavior of anonymous users as you do for logged in users.

Why is Zendesk making this change?

In the coming weeks, Zendesk will launch new session-based knowledge datasets in Explore. Currently, you can track session data for logged in users. However,  if you enable anonymous user tracking, you will now be able to associate activities across different sessions from users who have not logged into your help center. This data will be available once the datasets are released. When you use a cookie to unify user activities, you can determine if an anonymous user has previously visited your help center and what actions they have taken.

What do I need to do?

To enable anonymous user tracking, follow the steps outlined in our guide on Enabling anonymous user tracking for your help center. If you are required to implement cookie consent in your help center, you can find guidance in our article on Implementing cookie consent in your help center.

For feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, reach out to Zendesk Customer Support.