4 Replies Latest reply on Oct 22, 2018 10:24 AM by Sanford Whiteman

    Why isn't Zendesk activity appearing / associated with person record?

    Erica Harris

      We have a Zendesk support / community site.  We want to track visits to the site, and to pages within the site. Accordingly, we inserted the async munchkin code on the site, and it is creating the _mkto_trk cookie.  However, because the site has a different URL, it is associated to the domain of the support site and is not being associated with the person activity record.

       

      Reading here, and from past experience when changing domain name (which is not what we are doing here, we are adding an additional tracked domain), we created an email with a tracked link that goes to the Zendesk site, so that clicking through from the email would associate the cookie with the Marketo record, but this hasn't worked.  In fact, no tracking info from the support site is appearing, not even anonymous data in the anonymous page activity report.

       

      Munchkin code is here:

      <script type="text/javascript">

      (function() {

        var didInit = false;

        function initMunchkin() {

          if(didInit === false) {

            didInit = true;

            Munchkin.init('052-UKG-319');

          }

        }

        var s = document.createElement('script');

        s.type = 'text/javascript';

        s.async = true;

        s.src = '//munchkin.marketo.net/munchkin.js';

        s. = function() {

          if (this.readyState == 'complete' || this.readyState == 'loaded') {

            initMunchkin();

          }

        };

        s. initMunchkin;

        document.getElementsByTagName('head')[0].appendChild(s);

      })();

      </script>

      We already have two tracked domains, www.owlstonemedical.com and www.owlstoneinc.com and need to add support.owlstonenanotech.com to this list.  I thought that by adding the munchkin code to the site, this would be achieved, but as I say the page visits are not showing up, although support.owlstonenanotech.com/<various pages> show up in the typedown for Visited Web Page filter.

       

      I have not added a CNAME because we have no need to brand landing pages with the support domain.

       

      There are no Marketo forms (or requirement for same at this stage) on the Zendesk site.

       

      In API configuration, Munchkin API is disabled, it doesn't appear that we need this for tracking visits to our other sites so I don't know why would need it to be enabled now?

       

      Sanford Whiteman  Grégoire Michel Any idea what I am doing wrong? I don't have access to development resources to put in any custom coding but I didn't thing it should be necessary here.

       

      Thanks -

      Erica