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

Attention: Google is ending support for Google Analytics Universal on July 1, 2023. In its place, Web Widget (Classic) is using Google Analytics 4. No action is required by end users.

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.

This article includes the following topics:

• Enabling Web Widget (Classic) event reporting for Google Analytics
• Viewing Web Widget (Classic) event data on Google Analytics
• Disabling Web Widget (Classic) event reporting for Google Analytics
• Reported widget events

Related information:

• Analytics API setting
• Customizing Web Widget (Classic) events tracking to third-party analytics services
• Adding the Web Widget (Classic) to your website or help center
• Quickstart – Web Widget (Classic) JavaScript APIs

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

1. Set up a web property in your Google Analytics account.
2. 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

1. Sign in to your Google Analytics account.
2. On the left sidebar, select Behavior > Events > Top Events.
3. 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 disable widget event reporting 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
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