Setting up and using Google Analytics for the Web Widget (Classic)

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16 Comments

  • Iulia Bulacu

    Hello, which are the events sent to Google Analytics? I use the Lite Version of Zopim and I see only three events: Button Clicked, Offline Message Sent and Seved by Operator. I do not see any other events, such as Chat Opened. Thank You!

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  • Miranda Burford
    Zendesk Product Manager

    Hi Lulia,

    Google Analytics events are available across all Chat versions, including the Lite version of Zopim, so you should be seeing them in your account (as long as the end users are triggering them, of course).  They won't be sent to your Google Analytics account if your visitors aren't performing those actions. 

    Thanks,

    - Miranda.

    Senior Product Manager, Web Widget

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  • Iulia Bulacu

    Hi, Miranda, and thank you for your reply. I am a little confused though - if I see in my GA reports events such as Server by Operator shouldn't I also see an event such as Chat Opened? Because the user obviously opens the chat window before initiating the conversation. Would you be so kind as to clarify this for me? Thanks again.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lulia, 

    I've created a ticket on your behalf so one of our developers can look into this issue more in-depth. You should receive an email followed by a response from our development team.

    Best regards. 

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  • James Anderson

    hi every one

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  • Nicole Saunders
    Zendesk Community Team

    Hi James, 

    This is the technical knowledge base for Zendesk. Is there a question we can assist you with? 

     

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  • Ryan Oakman

    Good morning, 

    I am wondering if these metrics need to get updated - I am seeing Events such as Help Center Article Viewed but not seeing Help Center Article Clicked. I would assume that in order for a customer to view the content, they would first need to click. Is there something that I'm missing here?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Ryan Oakman,

    Thanks for your message. 

    Unfortunately, it looks like we've got a typo in our developer documentation.  Behind the scenes (within our code) we support tracking the 'Help Center View Original Article Clicked' event.  Just to be clear though, that refers to clicking the link that opens up a Help Center article in its own tab.  If an end user views a Help Center article within the Web Widget, then we’ll fire a 'Help Center Article Viewed' event.

    Our developer docs say that we support 'Help Center Article Clicked' but this is a typo.  It should say 'Help Center Article Viewed' instead.  We're working on rectifying that in our developer documentation. 
     
    Apologies for the mix up and hope this helps to clarify things!  Please let me know if you have any further questions.
     
    - Miranda.
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  • isaak skinner

    Hey there, 

    I am trying to determine if there is any way in Google Analytics to differentiate between User Initiated Chats (click that chat button) and Proactive Chats (triggered popup). In Zendesk reporting, we are able to see breakdowns of Chat Type and Trigger, but with the base GA reporting this is not possible. We are trying to capture more effective sales attribution in GA based on the type of Chat.

    Would we need to change the API to force events into the datalayer for capture in GA for more custom events? The fact the Chat GOALS are not available in Explore either makes measure conversion and effectiveness a challenge 

     

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  • Michael Froeming
    Zendesk Customer Advocate

    Hi Isaak,

    Such event isn't available by default with our integration with Google Analytics, but you could definitely create and track your own custom event in GA. Here's a guide I found on the web for reference.

    Best,

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  • Lars Reuter

    Hi Everyone, 

    I'm are using the Zendesk Web Widget on our site and have GA tags on each page as well. However, I'm not receiving any events from Zendesk. Is there something I need to check in particular? Unfortunately, this article didn't provide any solution to my issue. Thanks in advance!

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  • Miranda Burford
    Zendesk Product Manager

    Hi Lars Reuter,

    Thanks for your message!  I'm happy to try and help.

    • Can you please confirm that you've followed the steps here to get the Web Widget Google Analytics integration setup?
    • Are you successfully receiving page view statistics within your Google Analytics account?
    • Would you mind sending us a link to one of your webpages so we can review your setup and investigate further?

    Thanks,

    - Miranda.

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  • Marc Soares

    Is support for Google Analytics 4 properties on the roadmap? Ideally, we would prefer if the Zendesk widget could send events into the data layer for Google Tag Manager. This way, we could configure the data to be sent to both Universal Analytics and GA4, which is currently the recommended setup for Google Analytics.

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  • Dave Dyson
    Zendesk Community Team

    Hi Marc,

    Zendesk does not currently support the properties of Google Analytics 4 natively. However, you can implement it in the code of your theme by pasting the Google Analytics code snippet into the document_head.hbs theme template file, according to the Google Analytics documentation: Enabling Google Analytics for your help center

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  • Marc Soares

    Hi Dave,

    I'm aware that GA4 is not currently supported, which is why I asked whether it is on the roadmap. GA4 was released in October 2020. When can we expect Zendesk to support GA4 natively? I'm asking about the Chat widget specifically.

    The documentation you linked to seems to apply only to a Zendesk Help Center. If GA4 support is not on the roadmap, please let me know how I can provide feedback to the product manager for the chat widget.

    Thanks,

    Marc

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  • William

    Hi I am a new webmaster and have just installed Google Analytics. And it shows that my website is visited by 1 person a day. So someone here told me that Google Analytics was a very simple. No JS code needed. That if it was just one day, there was no surprise that it was not visited. That if I read about natural links I can expedite this process, and within a few months  will see considerable difference. So do you think he's right?

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