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

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
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



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 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.
window.zESettings = {
analytics: false
};


&lt;!-- Start of your_subdomain Zendesk Widget script --&gt;
&lt;script id="ze-snippet" src="https://static.zdassets.com/ekr/{YOUR_SNIPPET_KEY}"&gt;
&lt;/script&gt;







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


Voice
Zendesk Web Widget (Classic)
Talk Shown
Talk contact option
When the end user is presented with call
options



Zendesk Web Widget (Classic)
Talk Callback Request Submitted

When the end user submits a callback
request


Help Center
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