Announcing enhanced event tracking for the Web Widget in Google Analytics and other analytics tools

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7 Comments

  • Mary Paez

    Are there similar events trackable for Portal use and access to KB articles?  This would be very helpful to determine what content is most valuable to customers and what customer behavior is on the portal.

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  • Peter Masurat

    Hi, just to clarify. A trigger initiated chat would show up as "chat opened", correct?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Peter Masurat,

    Thanks for your question.

    >> Hi, just to clarify. A trigger initiated chat would show up as "chat opened", correct?

    Yes, that's correct.

    - Miranda.

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  • Allison S

    Hi Miranda Burford

    I was looking at my Google Analytics and I do not see the Help Center metrics...I received your email so will it take a day to sync? 

    Just wanted to make sure that I am all set up with the HC and WW metrics. 

    I do see the following events (which I have had for a while now):

     

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  • Miranda Burford
    Zendesk Product Manager

    Hi Allison S,

    It looks like all of your General, Chat & Contact form events are flowing through correctly.  The Help Center events triggered via the Web Widget should also flow through too.  Just to check, have they appeared in Google Analytics since you last sent this message? 

    We'll investigate further on our side and come back to you shortly.

    Thanks,

    - Miranda. 

     

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  • Allison S

    Miranda Burford I'm still unable to see the HC event metrics in our GA account. Let me know what you need from me to further troubleshoot this issue, thanks!

     

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  • Miranda Burford
    Zendesk Product Manager

    Hi Allison S,

    We've reviewed your account and it looks like you have Answer Bot enabled.  Once you have Answer Bot enabled in the Web Widget, then it replaces the Help Center contextual help experience which is where the widget Help Center events are triggered.  As a result, none of your site visitors are actually being presented with contextual help (which is why those events aren't showing up in your Google Analytics account).  

    We are planning to fire events for Answer Bot within the Web Widget later this year.  I'll make a note of your contact details and be sure to reach out to you when we have any news.

    Hope that helps to explain what's happening!  Please let me know if you have any further questions.

    - Miranda.

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