Some background first.
We have a developer community website which hosts downloads of our software and all the documentation in PDF format. To make it easier for people to find information in the product documentation, we also host a Webhelp version of each and every document in one master Webhelp system so you can search across the entire thing. It works really well.
To track how the other areas of the website are used, we have a Google Analytics account and the necessary code has been added. For the Webhelp, the code is in both the index.htm and topic.htm files.
But, and this is where the story begins, it doesn’t work properly.
Google Analytics will happily track every visit to the WebHelp system, but it stops there. Any click made within the system is recorded as a click but there is no detail on WHAT topic was viewed. We had hoped to get stats on this to allow us to better focus on the areas of the product people were enquiring about but we are, essentially, blind.
It’s very annoying.
I think. I’m not 100% sure to be honest.
I’ve logged a somewhat vague Support call with Author-it, and have enlisted the help of our own webmaster. Next step will be to beg and plead with some of the developers for some of their brain power (most of them have a fair bit to spare).
It’s hugely annoying, being so close to what we want but not able to fix it myself, but sometimes you just have to admit defeat.
Of the battle, that is. I WILL win the war!