FEATURE - Add number of ticket handoffs to zendesk__ticket_metrics

[jackiexsun]

Are you a Fivetran customer?
I work at Fivetran :)

Is your feature request related to a problem? Please describe.
This is a request to add a new metric to zendesk__ticket_metrics, which is the number of ticket handoffs. This is defined as number of distinct agents who touched (commented) on the ticket.

Describe the solution you'd like
I believe this could be calculated within the int_zendesk__comment_metrics model and then surfaced into zendesk__ticket_metrics.

Describe alternatives you've considered
I would compute this myself in our own zendesk data model, but would prefer if I could get it from a package instead for consistency.

Additional context

Please indicate the level of urgency and business impact of this request

At Fivetran, tracking the efficiency of the support team is important to us. This would allow us to understand how many different touches it takes to close tickets, whether that is a pattern among certain types of tickets, and organize our Support teams accordingly.

Are you interested in contributing to this package?

• Yes, I can do this and open a PR for your review.
• Possibly, but I'm not quite sure how to do this. I'd be happy to do a live coding session with someone to get this work implemented.
• No, I'd prefer if someone else did this. I don't have the time and/or don't know how to incorporate the changes necessary.

If this is quicker to do for the solutions team, that would be great, otherwise I would be happy to open a PR with some help!

[fivetran-joemarkiewicz]

Hi @jackiexsun thanks so much for opening your first feature request for the fivetran zendesk package!! 🎉 🕺

After taking a quick look into your request I believe you are right that this should be easily integrated into the int_zendesk__comment_metrics model and surfaced in the final models. Our team will most likely be able to tackle this at the start of next sprint. Or, if you have been able to surface this on your own and would like to open a PR then that would be great!

Otherwise, we will post back here once we start working on this task and if we have any questions or branches for you to try out. Thanks!

[fivetran-joemarkiewicz]

@jackiexsun the latest release v0.7.0 (which includes this request) has just be cut!! You can expect this release to be live on the dbt hub at the top of the hour.

I will leave this ticket open until the release is live. Once the latest release is live I will close the ticket and please feel free to open another Github issue if you have any further questions or requests for the package. 😄