ZenDesk

Tracking In Tag Manager

ZenDesk has an API for tracking.

https://developer.zendesk.com/embeddables/docs/widget/chat

To use this, create a custom HTML tag In tag manager and trigger it on any pages the ZenDesk chat runs on.

Add this script to the custom HTML:

<script>
function zendeskDataLayerEvent( eventName ) {
	var dataLayer = window.dataLayer || [];
	dataLayer.push({'event' : 'zendesk-' + eventName});
}


zE('webWidget:on', 'chat:connected', function(){ zendeskDataLayerEvent('connected'); });
zE('webWidget:on', 'open', function(){ zendeskDataLayerEvent('on-show'); });
zE('webWidget:on', 'close', function(){ zendeskDataLayerEvent('on-hide'); });
zE('webWidget:on', 'chat:start', function(){ zendeskDataLayerEvent('chat-started'); });
zE('webWidget:on', 'chat:unreadMessages', function(number){ zendeskDataLayerEvent('unread-msg'); });
zE('webWidget:on', 'chat:end', function(){ zendeskDataLayerEvent('chat-ended'); });

</script>

This sets up the events in the datalayer to be used in triggers:

zendesk-connected
zendesk-on-show
zendesk-on-hide
zendesk-chat-started
zendesk-unread-msg
zendesk-chat-ended

• note there is no way to track offline form submits (when no one is there to chat)

Legacy

Legacy ZenDesk has an API for tracking.

https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html

To use this, create a custom HTML tag In tag manager and trigger it on any pages the ZenDesk chat runs on.

Add this script to the custom HTML:

<script>
function zendeskDataLayerEvent( eventName ) {
	var dataLayer = window.dataLayer || [];
	dataLayer.push({'event' : 'zendesk-' + eventName});
}


zE('webWidget:on', 'chat:connected', function(){ zendeskDataLayerEvent('connected'); });
zE('webWidget:on', 'open', function(){ zendeskDataLayerEvent('on-show'); });
zE('webWidget:on', 'close', function(){ zendeskDataLayerEvent('on-hide'); });
zE('webWidget:on', 'chat:start', function(){ zendeskDataLayerEvent('chat-started'); });
zE('webWidget:on', 'chat:unreadMessages', function(number){ zendeskDataLayerEvent('unread-msg'); });
zE('webWidget:on', 'chat:end', function(){ zendeskDataLayerEvent('chat-ended'); });

</script>

This sets up the events in the datalayer to be used in triggers:

zendesk-connected
zendesk-on-show
zendesk-on-hide
zendesk-chat-started
zendesk-unread-msg
zendesk-chat-ended

• note there is no way to track offline form submits (when no one is there to chat)