Zendesk analytics tracking

Introduction

Starting with version 2.36.0, 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 enableInternalAnalytics(enabled:) to false in the completionHandler when initializing the SDK to disable Zendesk analytics tracking.

Zendesk.initialize(
    withChannelKey: "<your_channel_key>",
    messagingFactory: DefaultMessagingFactory()
) { result in
    switch result {
    case .success(let zendesk):
        // Handle success case
        // Disable Zendesk analytics, enabled by default
        Zendesk.instance?.messaging?.enableInternalAnalytics(enabled: false)
    case .failure(let error):
        // Handle failure case
    }
}

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:

func showMessaging() {
    // Disable Zendesk analytics, enabled by default
    Zendesk.instance?.messaging?.enableInternalAnalytics(enabled: false)

    let viewController = Zendesk.instance?.messaging?.messagingViewController()
    // Present the view controller
}

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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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