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

Return to top

21 Comments

  • 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?

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    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.
    0
  • 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 

     

    0
  • Michael Froeming
    Zendesk Customer Care

    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,

    0
  • 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!

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    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.

    0
  • 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.

    1
  • Dave Dyson
    Zendesk Community Manager

    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

    0
  • 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

    1
  • 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?

    0
  • Phil Holt

    thank you so much for sharing this useful information with us :)

    0
  • Shipra Saini

    Hi, 
    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. 
    Thanks.

    0
  • Miranda Burford
    Zendesk Product Manager

    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).

    Thanks,

    - Miranda.

    0
  • Andrew Forsyth

    Will Zendesk ever support GA4 natively?

    1
  • Jessica Owen

    As GA is retiring Universal Analytics for GA4....when do you reckon Zendesk will support GA4 natively?

    1
  • Viktor Osetrov
    Hello Jessica Owen

    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

    0
  • Marc Soares

    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?

    1
  • 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
  • Viktor Osetrov
    Hello Jessica Owen and Marc Soares

    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
  • Marc Soares

    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.

    0
  • Viktor Osetrov
    Hello Marc Soares,

    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

Please sign in to leave a comment.

Powered by Zendesk