Inspiring

Question

Is there a way to apply Feedback [helpful /not helpful], Survey or any sort of analytics on RH2019?

Forum|Forum|5 years ago
April 30, 2020
5 replies
1269 views

In Frameless project, we need to add a section to gather feedback on help topics, and also have insights about the number of visits. Is there any certain code to use here?

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Peter Grainge

Community Expert

@Scott DeLugan My first thought is which version of RoboHelp you are using and which type of skin?

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My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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S

Scott DeLugan

Participating Frequently

Hi, @Peter Grainge,

Thank you for your response. I am using Adobe RoboHelp 2020.4173. We are using a WebHelp skin (it has the HTML 5 logo next to it - Azure Blue).

Jared Hess

Legend

For our Help system, we ended up using a tool our devs use to track analytics in applications: Application Insights (AI). It provides real-time analytics for products. It's probably a bit overkill because it tracks a lot of information, but it was a tool we had available.

To enable it, we put the code snippet AI provides in the header section of the .htt and then applied the .htt to each .htm.

Also, creating custom reports and getting specific data from AI does require some scripting knowledge.

We also have a Send Feedback link that opens up the user's email client and uses a little javascript to include a pathway to the current topic in the email to send to our documentation team along with their questions or comments.

S

Scott DeLugan

Participating Frequently

@Jared Hess, thank you for this information! To be clear, did you add the Send Feedback link to a master page?

My company would like to add a customer feedback option, or widget, to all of the pages in our RH site, but we also need to get the page ID from where the user sent the feedback so that we know what page they are referring to.

Could you please share the javascript that you used to include a pathway to the current topic?

@Peter Grainge, any thoughts on this as well?

Thank you ahead of time for your help!

Scott

Jared Hess

Legend

@Jared Hess, thank you for this information! To be clear, did you add the Send Feedback link to a master page?

My company would like to add a customer feedback option, or widget, to all of the pages in our RH site, but we also need to get the page ID from where the user sent the feedback so that we know what page they are referring to.

Could you please share the javascript that you used to include a pathway to the current topic?

@Peter Grainge, any thoughts on this as well?

Thank you ahead of time for your help!

Scott

By @Scott DeLugan

Hi Scott (@Scott DeLugan),

Here's a simplistic example. This isn't my code exactly as my code pulls in other strings from other files that are localized etc to build the email message, but the crux of it is that to get the link, I'm just using location.href method to get the current URL. So... something like this:

let topicPath = location.href;
console.log(topicPath);

For information on location.href, see https://www.w3schools.com/jsref/prop_loc_href.asp

To create a feedback email on every page of your help, you could accomplish that by calling the javacript file from the header or footer region of a master page--that's essentially what we're doing.

Hope this helps.

NickShears

Inspiring

I use Google Analytics for my help, as Peter described.

You sign up for a free account, and quote the URL.

Take the code they give you and add it into the <head> of the relevant topic(s0 or preferably template(s). I use the same template for all topics, so I only had to do it once, whixh gives me the stats for hundreds of topics.

Log into your account to view the latests stats, which you can view all sorts of ways. Lazy option is to click the link in Google's monthly email. 🙂

I've been doing it for over a year, and it's been very useful seeing which topics are actually viewed (in your chose time period): hits and visits, average time spent, country, etc.

Of course that only answers the second half your question: "insights about the number of visits".

I don't use anything more sophisticated than a mailto link to 'gather feedback".

Peter Grainge

Community Expert

Only with RoboHelp Server which has an additional program.

With the external sites the instructions to inject the code and the code itself are on those sites. Each will be different.

Once you have to code, a quick way to inject the code to avoid topic by topic is to find something that is in all topics and do a find and replace.

For example Google Analytics requires its code in the head section. Your find is <head> and your replace is <head> plus Google's code.

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EmanAssemAuthor

Inspiring

@Peter Thanks a lot. I'll give it a try. I hope if anyone in the community has done it before to share their experience too.

Peter Grainge

Community Expert

Most sites that provide stats will give you their code to inject inot your topics. Google for example.

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EmanAssemAuthor

Inspiring

@Peter Thank you. I was asking if this could be handled within RoboHelp itself as other authoring platforms. If not, are there steps to follow for where to inject the code ..which files and best way to do it?

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