Zendesk analytics tracking

Introduction

Starting with version 2.34.0, we collect anonymous data on end user interactions to help us improve the overall user experience. This includes anonymous interface interactions such as button clicks and other engagement events.

To support user journey analysis, we also gather a unique session identifier (SUID) that enables event tracking while keeping the user’s identity anonymous.

Important: This Zendesk analytics is not made available to customers.

Zendesk analytics tracking is enabled by default in the SDK. However, it can be disabled in the following ways:

During SDK initialization

Set enableAnalyticsTracking to false in the successCallback when initializing the SDK to disable Zendesk analytics tracking.

Kotlin

Zendesk.initialize(
    context = this,
    channelKey = "<your_channel_key>",
    successCallback = { zendesk ->
        // Handle success case
        // Disable Zendesk analytics, enabled by default
        zendesk.messaging.enableAnalyticsTracking(enabled = false)
    }, 
    failureCallback = { error ->
        // Handle failure case
    },
    messagingFactory = DefaultMessagingFactory()
)

Java

Zendesk.INSTANCE.initialize(
    this,
    "<your_channel_key>",
    zendesk -> {
        // Handle success case,
        // Disable Zendesk analytics, enabled by default
        Zendesk.getInstance().getMessaging().enableAnalyticsTracking(false);
    }
    error -> // Handle failure case
    new DefaultMessagingFactory()
);

After SDK initialization

You can enable/disable analytics at any point during the app user journey after the SDK initialization (for example, when opening the SDK) by calling:

Kotlin

fun showMessaging(context: Context) {
        // Disable Zendesk analytics, enabled by default
        Zendesk.instance.messaging.enableAnalyticsTracking(enabled = false)
        Zendesk.instance.messaging.showMessaging(context)
    }

Java

public void showMessaging() {
        // Disable Zendesk analytics, enabled by default
        Zendesk.getInstance().getMessaging().enableAnalyticsTracking(false);
        Zendesk.getInstance().getMessaging().showMessaging(this);
    }

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Demo App

You can find a demo app showcasing this feature in our Zendesk SDK Demo app github.

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