reply time updates

[fivetran-joemarkiewicz]

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Fivetran created PR

What change(s) does this PR introduce?

This PR updates the logic that goes into the reply time metrics. Previously the logic only captured reply times if the customer (external_comment) was made first. However, Zendesk calculates this metric as the first agent reply time following the tickets creations. This means if an agent responds first then we will want to take this into account as well.

• Below are the previous query results of the ref models and how they did not capture the first reply time accurately.
  • Comments enriched model shows the agent created the first response.
    
  • Ticket reply times model only shows the one response time where the agent responded directly to the customer.
    
  • Final model shows ticket_id = 41534 having no first reply time when in fact it should be 0 for this ticket as the agent responded first when creating the ticket.
    
• Below are the new code query results of the ref models and how they do capture the first reply time accurately.
  • Comments enriched now takes into account the public and non-public ticket comments to capture the first true agent response to the ticket creation.
    
  • Reply times model now shows to reply times for the initial ticket creation response and the first customer agent response.
    
  • The final model now accurately captures the first reply time and total reply time correctly.
    

Does this PR introduce a breaking change?

• Yes (please provide breaking change details below.)
• No (please provide explanation how the change is non breaking below.)

While this PR does not incorporate breaking changes, it does include major code updates and will also be integrated within the next v0.7.0 release.

Is this PR in response to a previously created Issue

• Yes, Issue BUG - reply_time fields in ticket_metrics not populating #49
• No

How did you test the PR changes?

• CircleCi
• Other (please provide additional testing details below)

Select which warehouse(s) were used to test the PR

• BigQuery
• Redshift
• Snowflake
• Postgres
• Databricks
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Feedback

We are so excited you decided to contribute to the Fivetran community dbt package! We continue to work to improve the packages and would greatly appreciate your feedback on our existing dbt packages or what you'd like to see next.

[fivetran-reneeli]

lgtm!

Side note I like how the comment_counts CTE in int_zendesk__comment_metrics breaks out the different comments so it was straightforward to switch count_internal_comments to count_agent_comments in zendesk__tickets_metrics.

[fivetran-jamie]

looks good to me! would love to walk through it a lil during standup if we can tho, just to make sure I get what's going on

[fivetran-joemarkiewicz]

Make case when inclusive of all first comments.

Think customer made ticket Friday, no response, commented on Tuesday, response. That should be 2 days not 2 minutes.