Google Analytics Terms not seen while using Zendesk Widget

Respondida

8 Comentarios

  • Christopher Hanson
    Acciones de comentarios Permalink

    Hi Jérémie,

    Google Analytics uses scripts that are loaded on the Help Center, therefore searches that are done via the widget are expected not to display, as the scripts are not loaded on the widget. I've researched Google Analytics in the widget previously and it does look like some customers successfully modified the Javascript of the widget to include tracking scripts to communicate with a web analytics tool, like Google Analytics. We unfortunately do not have any existing resources on using Google Analytics for tracking events in the widget, but we do have a 5 part series for Help Center that may help point you in the direction if what you're looking to do- Enabling Google Analytics for your Help Center.

    2
  • Dan Craig
    Acciones de comentarios Permalink

    Jérémie, did you ever find a solution to this?

    80%+ of our search traffic is headed through the Web Widget and we have the same challenge. We'd like to be able to use some of the power of Google analytics, but we just aren't getting the search data.

    0
  • Glenn Wimetal
    Acciones de comentarios Permalink

    I would also like to see the Support Widget usage be included in the Google Analytics data - we do monitor realtime traffic on the helpcenter and now that we've released our Support Widget - we're only capturing part of the realtime deflection data.

    We can see this in the Zendesk Insights on a 24 hour delay - but we aim to operate in real-time and need to keep the finger on the pulse to identify support trends as customers are executing searches - as opposed to after tickets are already raised.

    Is there any roadmap on this Zendesk?

    0
  • Jérémie Thomelin
    Acciones de comentarios Permalink

    Unfortunately, no.
    To be honest, I tried different solutions but none of them works for now.

    0
  • Jessie Schutz
    Acciones de comentarios Permalink

    Hey everyone!

    Sorry for the delayed response to Glenn's question here; to the best of my knowledge adding GA to the web widget is not currently on the roadmap.

    I'd definitely encourage each of you to head over to our Product Feedback topic to post your suggestion and give the details of your use case!

    0
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Word from the Product Manager is that it's something they're interested in doing but they don't have an ETA. She did encourage folks to share their use cases in Product Feedback so that she can use that information in making her case for developing this, as well as keep you informed of progress. 

    Additionally, here are some suggestions from another PM on setting up events in Google Analytics that can help to track deflections off of the web widget. 

    0
  • Dan Craig
    Acciones de comentarios Permalink

    Hi all, per the suggestion I've taken some time to submit this in Product Feedback.

    I've tried to be clear with our own use case and insights we're trying to drive and I imagine you all have more context you could add in the comments to layer on. Please do vote up and comment!

    2
  • Nicole - Community Manager
    Acciones de comentarios Permalink

    Thanks, Dan. I'll make sure the Product Manager sees it. Be sure you're following that thread so that you'll receive updates. 

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk