[Bug] Incorrect "agent replies" and "agent comments" metrics in zendesk__ticket_metrics

[nicksimba]

[Bug] Incorrect "agent replies" and "agent comments" metrics in zendesk__ticket_metrics

[nicksimba]

Package version:

[nicksimba]

I've been investigating various time-based metrics from this model which are coming through with incorrect values compared to our Zendesk portal, and have a suspicion this might also be related to the 'agent' status of a used. I've gone through several example tickets where the time-based metrics are incorrect, and they all contain comments by agents who are no longer with the business (and therefore not active agents at the present time). By contrast, all the tickets I've tested where the time-based metrics are coming through correctly, are tickets where the only agents who handled the ticket, are still agents today.

I see this dependency table which the 'zendesk__ticket_metrics' model is reliant on 'end_user_comment_created_at', 'agent_responded_at'. So presumably if users who were agents at the time of the ticket, but the model is counting them as end-users, this will be causing incorrect calculations?

[fivetran-avinash]

Hi @nicksimba , thanks for reaching out and noticing this issue. This is definitely a limitation of Zendesk's data, as deactivated agents do get reclassified as users. This is a limitation on the connector as we do not sync user history data at this time.

I notice your configuration is "Running the Fivetran dbt transformations as they come". Do you happen to be using Quickstart? If so, the solution below will not work as you cannot configure variables in Quickstart.

If you aren't, we have a workaround we recently introduced! You can reclassify deactivated agents back from end-user. You can see the instructions in the README here. You can see this logic in action in the stg_zendesk__user table.
So you would use whatever specific criteria you need to reclassify your deactivated agents back from end-user to agents by set this variable in your dbt_project.yml.

# dbt_project.yml
vars:
  zendesk_source:
    internal_user_criteria: "[INSERT YOUR SQL FILTER HERE TO GET THE FORMER AGENTS]"

So I would test that out if you have the ability to modify your dbt_project.yml. If you are using Quickstart, this will not be possible at this time, and you will have to wait until we add variable configuration (which we do have on our roadmap).

Let me know if this approach makes sense!

[nicksimba]

Hey Avinash, Thanks for your reply and great to know there’s a workaround in place for this, we’ll look into this and see if this works for us. Is there a plan to get access to user history data on the roadmap, or do Zendesk not offer an endpoint for this at the moment? It’s a crucial gap in data. Thanks, Nick From: Avinash Kunnath ***@***.***> Sent: Thursday, February 8, 2024 9:01 PM To: fivetran/dbt_zendesk_source ***@***.***> Cc: Nick Barclay ***@***.***>; Mention ***@***.***> Subject: Re: [fivetran/dbt_zendesk_source] [Bug] Incorrect "agent replies" and "agent comments" metrics in zendesk__ticket_metrics (Issue #47) You don't often get email from ***@***.******@***.***>. Learn why this is important<https://aka.ms/LearnAboutSenderIdentification> Hi @nicksimba<https://github.com/nicksimba> , thanks for reaching out and noticing this issue. This is definitely a limitation of Zendesk's data, as deactivated agents do get reclassified as users. This is a limitation on the connector as we do not sync user history data at this time. I notice your configuration is "Running the Fivetran dbt transformations as they come". Do you happen to be using Quickstart? If so, the solution below will not work as you cannot configure variables in Quickstart. If you aren't, we have a workaround we recently introduced<https://github.com/fivetran/dbt_zendesk_source/releases/tag/v0.10.1>! You can reclassify deactivated agents back from end-user. You can see the instructions in the README here<https://github.com/fivetran/dbt_zendesk_source/blob/main/README.md#mark-former-internal-users-as-agents>. You can see this logic in action in the stg_zendesk__user table<https://github.com/fivetran/dbt_zendesk_source/blob/main/models/stg_zendesk__user.sql>. So you would use whatever specific criteria you need to reclassify your deactivated agents back from end-user to agents by set this variable in your dbt_project.yml. # dbt_project.yml vars: zendesk_source: internal_user_criteria: "[INSERT YOUR SQL FILTER HERE TO GET THE FORMER AGENTS]" So I would test that out if you have the ability to modify your dbt_project.yml. If you are using Quickstart, this will not be possible at this time, and you will have to wait until we add variable configuration (which we do have on our roadmap). Let me know if this approach makes sense! — Reply to this email directly, view it on GitHub<#47 (comment)>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/A4PHBYYSVCTZOJCEQJJE25LYSU4HHAVCNFSM6AAAAABC7NRIYKVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHMYTSMZUHEZDKMRYGY>. You are receiving this because you were mentioned.Message ID: ***@***.******@***.***>>

[fivetran-avinash]

Hi @nicksimba, awesome, looking forward to you testing and seeing if this variable configuration works for your purposes!

Thanks for the request! This is indeed something that has been requested a few times. The next best step would be to add your thoughts to this open feature request in our Fivetran Support Portal, and explain why this would be important. Agreed that it would make your job a lot easier in determining who is an agent or an admin!

[fivetran-avinash]

Hi @nicksimba , I believe the above mentioned approach should work for your purposes. The Support Portal would be the next best step for you if you want to proceed further. I will close this issue out.

Let me know if you have any questions!