--- title: "How to integrate Document360 with Heap" slug: "heap" description: "Heap is a powerful tool for analyzing user data and will be extremely useful for a product and marketing team to extract data on user behaviour. Good businesses use analytics to have a competitive edge. " tags: ["Heap", "Integrations"] updated: 2026-07-20T07:48:17Z published: 2026-07-20T07:48:17Z canonical: "docs.document360.com/heap" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.document360.com/llms.txt > Use this file to discover all available pages before exploring further. # 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](/docs/heap#how-to-find-your-heap-app-id) below. --- ## Access 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. ![Heap dashboard showing Account > Install > Web Installation path to find the App ID](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/2_ScreenGIF-Existing_customer_in_Heap.gif) ### New Heap user Your Heap App ID is provided during the Heap account installation process when you first set up your account. ![Heap onboarding screen showing App ID during account installation](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/3_Screenshot-new_customer_in_heap.png) --- ## 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. 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. - **Heap App ID:** enter your Heap App ID. - **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**. ![Heap integration setup in Document360 showing Basic and Custom configuration options](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Heap%20integration.gif.gif) After setup, open your Heap account to track and view all your knowledge base site analytics and user behavior from the Heap dashboard. NOTE Heap's advanced analytics reports let you analyze user behavioral data and use those insights to tweak your product features. --- ## 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 **What is the Heap App ID?** The Heap App ID is a unique identifier obtained from the Heap application. It is required to connect Heap with Document360. Existing users can find it by going to **Account** > **Install** in the Heap dashboard, selecting **Web** as the platform, and copying the ID from the Web Installation snippet. New users receive it during the initial account setup. **What is the difference between Basic and Custom configuration?** Basic configuration connects Heap using your App ID and automatically starts capturing user interactions. Custom configuration lets you add a snippet directly, which is useful when you want to track specific custom events beyond Heap's automatic capture. **What analytics tools does Heap include?** Heap includes Graph analysis, Funnel analysis, Users analysis, Retention analysis, Influential analysis, and Path analysis. It also has an Event feed that shows client-side events in real time as they happen on your site. **Can I limit which workspaces or languages Heap tracks?** Yes. When adding or editing the Heap integration, expand **Code inclusion/exclusion conditions** and add conditions based on IP address, Workspace, or Language. See [Code inclusion and exclusion conditions](https://docs.document360.com/docs/advanced-insertion-rules-in-integration) for full details. **What can I do after completing the Heap integration?** After setup, open your Heap account to track and view all your knowledge base site analytics and user behavior from the Heap dashboard. You can use Heap's advanced analytics reports to analyze behavioral data and identify opportunities to improve your content and product features.