--- title: "Track support form requests in GA4" description: "Fire a GA4 form_submit event for every help desk request, tagged with the issue category, so you can see which topics keep sending people to support." url: "https://www.formformform.com/automations/google-analytics-support-request-categories" type: static generatedAt: "2026-08-23T18:56:58.727Z" --- ![Google Analytics logo](/logos/integrations/google-analytics.svg) # Log support requests with the issue category attached Each support request sends a form\_submit event carrying the issue category, so you can see which topics drive people off the docs. When this happens New submission on your support request form Do this Send a GA4 form\_submit event with the issue category as a custom event parameter One-directional. A submission triggers the action — nothing is written back into your form. Support volume is usually read as a queue length. Sent into Google Analytics as an event, it becomes a signal about the site instead: the categories that keep arriving are the ones the documentation is not answering. Support leads and docs owners share this one. A form\_submit event tagged with the issue category and priority turns an exploration report into a shortlist of pages to rewrite, and the ticket itself still reaches the help desk through whatever tool already handles it. ## Setting it up 1. 1 Publish the help desk form in formformform with "Issue Type" as a fixed choice list. Free text here is unusable in Google Analytics, because every ticket becomes its own dimension value. 2. 2 Copy the Measurement ID from Admin → Data Streams and create a Measurement Protocol API secret. Keep it separate from secrets used by other Zaps so one leak is easy to cut off. 3. 3 Create the Zap with formformform as the trigger app, New Submission as the event, and the published help desk form selected. 4. 4 Add the Measurement Protocol action and set the event name to form\_submit. Add a form\_id parameter with a constant such as it\_help\_desk, so this form stays separable from every other one you later connect. 5. 5 Map "Issue Type" into an issue\_category parameter and "Priority" into ticket\_priority, then register both in Admin → Custom definitions as event-scoped dimensions with matching names. 6. 6 Add "Department" as a third parameter if you support internal teams — it splits volume by who is asking, not only what about. 7. 7 Build a free-form exploration with issue\_category as the rows, event count as the metric and ticket\_priority as a second breakdown, so the shape of the queue is visible without opening the help desk. 8. 8 Send a test ticket, confirm it in Realtime, then enable the Zap and leave it a week before reading anything into the pattern. ## What maps where Using the [IT Help Desk Ticket](https://www.formformform.com/templates/it-help-desk-form) as the starting point. These are its real fields — swap in your own and the mapping works the same way. Form field Google Analytics Issue Type issue\_category event parameter, registered as an event-scoped custom dimension Priority ticket\_priority event parameter, so urgent requests can be counted separately Department department event parameter, splitting internal support volume by team Affected Device or System affected\_system event parameter, worth sending only while the field offers a fixed list Work Email Hashed into user\_id; the address goes to your help desk tool, never into Google Analytics ## Variations worth knowing Flag urgent tickets with their own event Add a Zapier filter on "Priority". Anything marked urgent sends a second event named support\_urgent alongside form\_submit, which you can mark as a key event and pin to a dashboard. Routine tickets stay inside the general count and nothing is double-graded. Open the ticket in the same Zap Google Analytics holds the count, not the conversation. Add a second action that opens the ticket in your help desk tool using "Ticket Subject" and "Issue Description". One submission, two destinations, and no data travelling back into the form. ## If something isn't arriving Ticket counts in Google Analytics do not match the help desk Google Analytics counts events, and the Measurement Protocol treats a retried request as a new event. If a later Zap step fails and Zapier replays the run, the event lands twice. Check the Zap's task history for replays before assuming a reporting fault. issue\_category is (not set) on older events Custom dimensions are not retroactive. GA4 accepts the parameter on the event but only surfaces it from the moment the dimension exists, so anything sent before you registered it stays blank for good. Create the dimension first, then start the Zap. ## Frequently asked questions Can I see which help page the person was on before they wrote in? The event arrives from Zapier rather than the browser, so it does not carry the page by itself. If the form sits on one support page, add a constant source\_page parameter in the Zap. Otherwise read page behaviour from your on-page tag. Is form\_submit the right event name for support tickets? It is one of GA4's recommended names, so reports handle it without setup. Use it for anything counted as a form completion, and separate the kinds of form with a form\_id parameter rather than inventing a new event name for each one. Does the ticket status come back into the form? No. The connection runs one way. A submission triggers the Google Analytics event and nothing is written back into formformform, so resolution time and status stay in the help desk tool where they are actually managed. ## Related automations - [Count demo requests as a generate\_lead conversion](https://www.formformform.com/automations/google-analytics-demo-request-conversions) Each demo request fires a GA4 generate\_lead event, so completions sit in your reports next to the campaigns that produced them. - [Measure newsletter signups as a sign\_up event](https://www.formformform.com/automations/google-analytics-newsletter-signup-events) Every newsletter subscription sends a GA4 sign\_up event, so you can build a funnel from landing page visit to completed signup. - [Record webinar registrations as a conversion event](https://www.formformform.com/automations/google-analytics-webinar-registration-tracking) Every webinar registration fires a GA4 sign\_up event carrying the session name, so registrations can be attributed campaign by campaign. - [Track survey completions with the rating attached](https://www.formformform.com/automations/google-analytics-survey-completion-events) Every product survey response sends a custom feedback\_submitted event carrying the rating, so respondents become a segment you can analyse. - [Weigh quote requests by estimated deal size](https://www.formformform.com/automations/google-analytics-quote-request-value) Each quote request sends a generate\_lead event with a value attached, so pages bringing bigger requests stand out from pages bringing many. - [Add webinar registrants to a remarketing list](https://www.formformform.com/automations/google-ads-webinar-remarketing-list) Every webinar registration joins a Customer Match audience you can run follow-up campaigns to after the session. - [All Google Analytics integration details →](https://www.formformform.com/integrations/google-analytics) - [Start from the IT Help Desk Ticket →](https://www.formformform.com/templates/it-help-desk-form) - [Browse every automation →](https://www.formformform.com/automations) ## Build the form first The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow. [Start free](https://app.formformform.com/register?utm_source=landing&utm_medium=bottom&utm_campaign=automations&utm_content=google-analytics-support-request-categories)