Heap

Heap is a product analytics tool that automatically captures user behavioral data across your site. It is designed for product and marketing teams who need to extract user data and reports to understand how people interact with their product and identify areas to improve.

Heap includes two key feature areas.

• The Event feed shows client-side events in real time as they happen in your app.
• Analysis tools include Graph analysis, Funnel analysis, Users analysis, Retention analysis, Influential analysis, Path analysis, and more.
  These tools give your team the data needed to make customer communications more effective.

Integrating Heap with Document360 lets you track and view all your knowledge base site analytics and user behavior from the Heap dashboard.

Before you begin

• You need a Heap account.
• You need your Heap App ID. See How to find your Heap App ID below.

How to find your Heap App ID

The Heap App ID is a unique code obtained from the Heap application. It is required to connect Heap with Document360.

Existing Heap user

1. Navigate to the Heap App dashboard.
2. In the left navigation panel, scroll down and click Account > Install.
3. The Install Heap on your Development environment panel appears.
4. Select the platform as Web.
5. Scroll down to Web Installation and copy the Heap App ID from the snippet code provided.

New Heap user

Your Heap App ID is provided during the Heap account installation process when you first set up your account.

How to integrate Heap with Document360

1. In the Document360 portal, navigate to Connections () > Integrations () in the left navigation bar.

2. Select Heap from the list of integrations and click Add. The Add new integration panel appears.

3. Choose a configuration type:

   Basic configuration: sets up a standard integration using your Heap App ID.

   • Description: enter a description for this integration.
   • Heap App ID: enter your Heap App ID.

   NOTE

   The Heap App ID is a unique code obtained from the Heap application. It is required to connect Heap and Document360 in the knowledge base portal.

   Custom configuration: sets up an advanced integration with custom events added to a snippet code.

   • Description: enter a description for this integration.
   • Snippet code: paste your custom snippet code.

4. Optionally, expand Code inclusion/exclusion conditions to control when the integration runs based on IP address, Workspace, or Language.

5. Click Add.

After setup, open your Heap account to track and view all your knowledge base site analytics and user behavior from the Heap dashboard.

Best practices

• Use Basic configuration for standard behavioral tracking. Entering your Heap App ID under Basic configuration is sufficient for most knowledge bases and starts capturing all user interactions automatically.
• Use the Event feed to monitor real-time user activity. After integration, check the Heap Event feed to confirm that events from your knowledge base site are appearing as expected.
• Use Funnel analysis to identify where readers drop off. Build a funnel in Heap to track how readers move through your knowledge base, from landing page to article, and identify where they leave without finding what they need.
• Use Retention analysis to measure the impact of content updates. After publishing major revamps or new articles, use Heap's Retention analysis to see whether readers are returning to your knowledge base more often.
• Use Code inclusion/exclusion conditions to filter out internal traffic. Add your office IP address as an exclusion to keep team visits from skewing your behavioral data.

FAQ