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Integrations

Analytics tracking

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

Analytics tracking is part of Cliedesk Pro. It sends events to Google Analytics 4 or Google Tag Manager when a visitor reads the help center, searches it, opens the chat widget or starts a conversation. Admins with the Manage integrations permission set it up in Settings → Developer → Analytics tracking. It is off by default.

What is sent

Event When
cliedesk_help_view A help-center page or article is shown, or an article opens in the chat widget.
cliedesk_help_search A visitor searches the help center.
cliedesk_widget_open The chat widget opens.
cliedesk_conversation_start A conversation starts in the widget, the portal or a request form.

Events never contain an email address, a name or message text. The search words are sent only when you turn on Send the search words, and Cliedesk first removes emails, numbers and other signs.

Cliedesk sends events only after the visitor agrees to analytics:

  • Your consent plugin (Complianz, CookieYes and others that support the WP Consent API) allows the Consent category you chose (Statistics by default).
  • Or your own cookie banner calls window.cliedesk.analytics.consent().

Without consent nothing is sent and nothing is stored in the browser. Events from before consent on the same page are sent when the visitor agrees. With Do Not Track or Global Privacy Control, nothing is ever sent. If your site has no consent plugin and no banner, no events are sent.

Set it up

  1. Open Settings → Developer → Analytics tracking.
  2. Turn on Send analytics events.
  3. Under Send to, choose Google Analytics 4 or Google Tag Manager.
  4. If your site already loads Google’s tag (for example with a plugin), leave Load the Google tag off. Otherwise turn it on and enter your Measurement id (G-…) or Container id (GTM-…).
  5. Choose the Events to send.
  6. Select Save.

With Load the Google tag, Cliedesk loads Google’s script from googletagmanager.com only after consent. Google is then an external service: name Google Analytics in your privacy policy. In GA4 mode the page address that Google gets has no search words (unless Send search words is on, then they are cleaned) and no portal sign-in link. When the visitor withdraws consent, Cliedesk tells Google’s tag that consent is denied.

A Google Tag Manager container reads the full page address itself. If you use GTM, remove the q and cliedesk_portal parts of the address in your container’s page view settings.

Events are sent on pages of this site that show Cliedesk: the help center, the help search, the chat widget, the portal and request forms. The widget on another website does not send them.