Note: Google ended support for Google Analytics Universal on July 1, 2023. Customers on the legacy Chat widget will no longer see events generated from Chat on Google Analytics. Customers need to migrate to the Web Widget (Classic), which supports Google Analytics 4. Learn more about embedding the Web Widget (Classic) on your website. Learn more about what will happen to already processed past data.
Once you’ve copied the Zendesk Chat embed script onto all your webpages, the script will automatically detect if GA is present on your website. If everything is in order, Zendesk Chat will start reporting events to GA automatically.
To access the data on Google Analytics
- Log into your Google Analytics account.
- On the left sidebar, select Behavior > Events > Top Events.
- Under Event Category, select Zendesk Chat.
- The following event actions appear. This high-level overview gives you a rough idea of how many conversations your agents are handling. With these stats, you can also derive what percentage of chat requests were eventually handled by your agents:
- Button Clicked: Number of times visitors clicked on the chat widget
- Served by Operator: Number of times visitors chatted with a chat agent
- Chat Request Form Submitted: Number of times a Pre-Chat Form is submitted (if enabled)
- Offline Message Sent: Number of times visitors left offline messages
- Drill down even further by selecting one of the following:
- Served by Operator: Shows a breakdown of your chat agents sorted by the number of conversations they've handled.
- Chat Request Form Submitted: Shows a breakdown of the departments that visitors requested to chat with (available only if you have departments set up).
15 Comments
Hi Support,
is it possible to add the event action "Proactive Chat Triggered" (i.e. chat popup expanded without user interaction)?
As of now, it seems not possible to trace this kind of chat if there's no user interaction.
Thanks,
Beatrice
If you follow the steps on Targeting key visitors with proactive chat to create chat triggers for proactive chats, you can add the action Add tags. This way, you'll be able to identify the chats generated through proactive chats by the specific tags you'll designate.
Hi Dane,
thanks for your feedback.
Actually we already have this in place, but we would like to count those chats on GA and currently it does seems to be possible.
Could you please clarify?
Thanks,
Beatrice
Hi Support,
could you please confirm that even if not possible to track proactive chats on GA, is still possible to use Zendesk Explore - Chat Dashboard - with filters on 'chat type' = 'outbound' and 'chat completion' = 'not engaged' in order to have the exact number of proactive chat pop-out without any visitor interaction?
Thanks,
Beatrice
I want to mark Served by Operator as a conversion in Google Ads or Analytics. This is my primary Goal.
Zendesk Chat is not reporting events to GA automatically. How to fix that?
This should be working by default once you have added the widget on your page.
You can also check if there's a script added on your widget related to analytics. For more information, please refer to Chat Analytics.
Dane,
We have the same problem like Sean. No events get pushed from the classic web widget to GA4 (gtag). This means that no events are shown in Engagement > Events.
Unfortunately, your reply to the previous posters question was not helpful. There is also no additional script added to our configuration so that this is no the initial cause of the problem.
I would appreciate to get some help (preferably not in a month). Other users may have the same problems because I was not able to find some helpful official information about gtag (GA4) integration and when it will be natively supported.
Thank you.
We'd most likely need to take a look at your account to see where this issue is occurring. I'm going to create a ticket on your behalf so our Customer Care team can follow up with you to investigate further.
You'll receive an email shortly stating your ticket has been created.
Thanks for bringing this to our attention!
It appears as though Zendesk chat does not push any events into GA4 and only works with Universal Analytics, which will be phased out entirely here in a few months. I am looking into Tag Manger, but so far have been coming up short. Any ideas?
While there is no native support for GA4 for the web widget, there is a guide to implement GA4 created by one of our partners. However, we do not support the integration, so any troubleshooting would need to be performed by our partner. Please refer to this link.
When will be supporting GA4 in the chat widget?
HI Zendesk,
like others here I am concerned about what happes when GA UA ceases to work on June 30.
When will Zendesk:
a. support GA4; or
b. push events to the datalayer to suppor any TMS/Analytics package
thanks
For those interested in a GA4 integration, I've found this article useful, https://www.analyticsmania.com/zopim-google-analytics/. It just requires a couple of new tags in GTM and a dataLayer push. Should take you 5-10 mins to set up.
Hi Zendesk,
I already have the Zendesk widget installed on all pages along with the GA/GA4 tag. The events aren't reporting to GA/GA4. How do I go about fixing this?
Thanks
Laura
Please sign in to leave a comment.