Using Google Analytics with Zendesk Chat

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5 Comments

  • Stu Bowker

    Do the Google Analytics events still automatically fire if GA itself is also served from GTM?

    4
  • Pedro Rodrigues

    This article isn't very clear, so any clarification on the following will be most welcome!

    Firstly, you mention "Served by Operator" twice... is one of them supposed to be "Chat Served by Operator"

    Also, and using an example for one of our brand's metrics for a specific month:

    Here are my doubts:

    1. Why can't we see "Button Clicked"?
    2. What's the difference between "Chat Served by Operator" and "Served by Operator"? Why the huge discrepancy?
    3. What can be the cause for the number of "Served by Operator" being way higher than the "Chat Request Form Submitted"?
    4. What does "Chat Opened" represent?

    Thanks in advance!

    EDIT: I've selected a 3-month period, and now I see Button Clicked, and others - prev. questions still apply, though :)

    1
  • Patrick Bosmans

    Hello Pedro,

    Thank you for bringing this to our attention. 

    I have pinged our documentation team who will be working with our Chat Product Managers to review what information is synced with Google Analytics and update this article with more thorough definitions to help clarify your questions.  Please be on the lookout for the updated content as soon as they have it confirmed.

    2
  • Alex Asigno

    Hi,

    I'm hoping you can answer a few questions please.

    1. As @stu asked above, does Zendesk's auto event tracking work if GA is deployed through GTM?

    2. Can the event tracking be manually set? We'd like to make use of more consistent naming conventions.

    3. Have the above issues been fixed with the invalid data being tracked?

    Thanks

    0
  • Patrick Bosmans

    Hey Alex,

    1. It should be expected that using GTM would still follow the expected functionality of the Zendesk widget as a standalone connected with GA.  If you are not seeing that happen, I would first review, https://support.zendesk.com/hc/en-us/articles/115001545468-Web-Widget-Settings-API-with-Google-Tag-Manager, and ensure that your code is set as recommended.  If it is and you are not getting expected behavior, please submit a request to support@zendesk.com along with your url where the script is being used and the snippet you are using and we can dig into this further with you.

    2. In our native widget, this cannot be done.  You would need to use our Web SDK, https://api.zopim.com/web-sdk/, to build out a custom widget experience with events names as you would like.

    3. The docs team is aware of the need for additional clarification on data being tracked, but as yet, have not compiled the information to update this article. 
    0

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