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 including Chat, help center, Talk, Contact, and Ticket Forms 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.
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.
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|
|Talk||Zendesk Web Widget (Classic)||Talk Shown||Talk contact option||When the end user is presented with Talk|
|Zendesk Web Widget (Classic)||Talk Callback Request Submitted||When the end user submits a callback request|
|Answer Bot||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|
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?
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.
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
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.
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!
Thanks for your message! I'm happy to try and help.
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.
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
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.
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?
thank you so much for sharing this useful information with us :)
I wanted to know, Is there any way to disable few Google analytics properties to capture zendesk data. In our website zendesk data is going to 3rd parties GA account as well.
In a nutshell It is going to every GA property, I want it to go to a specific GA property.
Hi Shipra Saini,
Yes, it's possible to send events to specific GA properties. We have a guide setup here which should help (Configuring widget events reporting with multiple Google Analytics trackers).
Will Zendesk ever support GA4 natively?
As GA is retiring Universal Analytics for GA4....when do you reckon Zendesk will support GA4 natively?
Thanks a lot for your question.
Technically you can use GA4 together with Google Tag Manager.
Please follow this article - Using Google Tag Manager with your help center
And then please put your GA4 Tag into Google Tag Manager.
Hope it helps
Viktor Osetrov We can add the GA4 config tag through GTM, but how can we track all of the widget events as listed in the article above? Will Zendesk push all of these events into the data layer so that we can configure corresponding GA4 event tags in GTM?
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.
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.
Hi Viktor Osetrov. 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.
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.
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!
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 :)
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