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Google Analytics is an analytics tool that helps you understand and analyze your web traffic. The Web Widget (Classic) supports reporting of widget events and channel events in Google Analytics. This provides insights into how your users are interacting with the widget.
This article describes the events tracked in the widget, setting up event reporting, and viewing event reports in Google Analytics.
Related information:
Enabling Web Widget (Classic) event reporting for Google Analytics
By default, the Web Widget (Classic) detects if Google Analytics is present on your web page. When the Google Analytics tag is on your web page, the widget automatically starts reporting events to Google Analytics.
To set up Google Analytics on your web page
- Set up a web property in your Google Analytics account.
- Paste the analytics tag to each web page with the embedded widget.
Viewing Web Widget (Classic) event data on Google Analytics
You can view and filter widget event data in your Google Analytics account.
To access the event data on Google Analytics
- Sign in to your Google Analytics account.
- On the left sidebar, select Behavior > Events > Top Events.
- Under Event Category, select Zendesk Web Widget.
Disabling Web Widget (Classic) event reporting for Google Analytics
The analytics setting API is used to disable the automatic Web Widget (Classic) event tracking for Google Analytics.
- To each webpage with the widget, add the analytics setting script set to
“false”. Make sure it is before the widget code snippet in the body
element.
<script type="text/javascript"> window.zESettings = { analytics: false }; </script> <!-- Start of your_subdomain Zendesk Widget script --> <script id="ze-snippet" src="https://static.zdassets.com/ekr/{YOUR_SNIPPET_KEY}"> </script> <!-- End of Zendesk Widget script -->
Reported widget events
An event is a description of an activity that has occurred. The following table lists and describes the events reported in the Web Widget (Classic).
| Widget channel | Category | Action | Event label | Description |
| General | Zendesk Web Widget (Classic) | Web Widget (Classic) Opened | When the end user opens the widget | |
| Zendesk Web Widget (Classic) | Web Widget (Classic) Minimised | When the end user minimises the widget | ||
| Chat | Zendesk Web Widget (Classic) | Chat Opened | When Chat is initiated | |
| Zendesk Web Widget (Classic) | Chat Shown - same as Chat Opened | When Chat is initiated | ||
| Chat Served by Operator |
Agent display name |
When an operator joins an initiated chat | ||
| Zendesk Web Widget (Classic) | Chat Rating Bad | When the end user submits a bad rating post-chat | ||
| Zendesk Web Widget (Classic) | Chat Rating Good | When the end user submits a good rating post-chat | ||
| Zendesk Web Widget (Classic) | Chat Comment Submitted | When the end user submits a comment along with their rating | ||
| Zendesk Web Widget (Classic) | Chat Request Form Submitted | Department name | When the end user submits a chat request form | |
| Zendesk Web Widget (Classic) | Chat Offline Message Sent | When the end user submits a chat message when the agent is offline | ||
| Contact and ticket forms | Zendesk Web Widget (Classic) | Contact Form Shown |
If ticket forms are also enabled, the label includes the ticket form ID and ticket form name |
When the contact form is shown to the end user |
| Zendesk Web Widget (Classic) | Contact Form Submitted | Ticket form ID, ticket form name | When the end user submits the contact form | |
| Help center | Zendesk Web Widget (Classic) | Help Center Shown | When the end user is presented with the help center | |
| Zendesk Web Widget (Classic) | Help Center Search | Search term | When the end user searches the Help Center in the widget | |
| Zendesk Web Widget (Classic) | Help Center Article Viewed | Article ID, article name | When the end user views a help center article link | |
| Zendesk Web Widget (Classic) | Help Center View Original Article Clicked | Article ID, article name | When the end user views the help center article | |
| Voice | Zendesk Web Widget (Classic) | Talk Shown | Talk contact option | When the end user is presented with call options |
| Zendesk Web Widget (Classic) | Talk Callback Request Submitted | When the end user submits a callback request | ||
| Help Center | Zendesk Web Widget (Classic) | Answer Bot Article Viewed | Article ID, article name | When the end user views an article from the list of suggested articles |
29 comments
Viktor Osetrov
To add the Web Widget (Classic) via Google Tag Manager, you don't actually need a specific Zendesk trigger.
Please use the following steps:
1) Create a New Tag in Google Tag Manager: Open your Google Tag Manager account, navigate to your website's container, and click on "New Tag".
2) Configure the Tag:
- Choose a name for the tag (something like "Zendesk Web Widget").
- Click on "Tag Configuration" and choose "Custom HTML" as the tag type.
- Paste the Web Widget script you copied from Zendesk into the "HTML" field.
3) Setup Triggering:- Click on "Triggering" and then click on "All Pages" to make sure that the Web Widget is added to all pages on your website. You might need to set up a different trigger if you want the widget to show on specific pages only.
4) Save and Publish: Click "Save" and then "Publish" to make your changes live.Hope it helps.
Thanks.
0
Laura
Hi 1263659888089,
Thanks for your assistance. I tried adding the widget as a tag via GTM (option 2). However it requires adding a trigger. What would the trigger be? It doesn't show on the article
Thanks
Laura
0
Viktor Osetrov
Thanks for your question. We have 2 custom options there:
1. Customizing Web Widget events tracking to third-party analytics services via Google Analytics trackers
2. Another option is to add the Web Widget (Classic) via Google Tag Manager for tracking custom events there
You can deploy GTM tags using Tag Assistant.
Best
0
Laura
Hi team,
It mentions that the widget supports GA4 now, but the events aren't tracking on GA4 for some reason. Can you please assist? Should I try using GTM to trigger the events to GA4? Integrating the Zendesk Widget with GA4 | Tracking Chef
Laura
0
Elad Levy
Hey all
I've been struggling with tracking Zendesk+GA4 for my clients as well, and ultimately came up with a simple script that uses the Zendesk JS API to trigger events into GA4 (directly or via GTM).
You can see the full details in this blog post I've written
Integrating the Zendesk Widget with GA4 | Tracking Chef
If you have any questions on this just reply to this comment :)
Elad
0
Lucija Files
Hi! I was wondering if it's possible (through Zendesk) to import a DataLayer so the DL triggers when a user sends his first message via chat. We are deploying GA4, but as I saw in the previous comments, GTM is the only solution?
Thank you in advance for your reply!
Lucija
0
Viktor Osetrov
Thanks a lot for your reply. I can confirm that we have some active work regarding natively supporting GA4 and Zendesk integration. However, unfortunately, I couldn't provide any ETA about the topic at this moment.
0
Marc Soares
Hi 1263659888089. Thank you for the suggestion. The documentation is not entirely comprehensive, but I think I can see how we can send events to GA4 using the method described here: https://developer.zendesk.com/documentation/classic-web-widget-sdks/web-widget/getting-started/customizing-web-widget-events-tracking-to-third-party-analytics-services/.
Since this would require custom development effort, can you provide an update on when Zendesk will natively support GA4? Universal Analytics is being sunset, and your clients are already deploying GA4. It would be advisable for you to support GA4 as soon as possible.
0
Viktor Osetrov
That's a good question. In this case, we highly recommend setting up the Web Widget with GTM. That helps you analyze Web Widget analytics separately via Custom HTML Tag inside GTM. Please follow the steps from this article from our developer portal - Adding the Web Widget (Classic) via Google Tag Manager.
Kind Wishes
0
Jessica Owen
Yea that was my response back :) I am more interested in tracking the widgets actions like-for-like with the UA integration versus the pages themselves.
0
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