reply time updates

models/reply_times/int_zendesk__comments_enriched.sql

@@ -24,17 +24,29 @@ with ticket_comment as (
         on commenter.user_id = ticket_comment.user_id
 
 ), add_previous_commenter_role as (
-
+    /*
+    In int_zendesk__ticket_reply_times we will only be focusing on reply times between public tickets.
+    The below union explicitly identifies the previous commentor roles of public and not public comments.
+    */
     select
         *,
         coalesce(
             lag(commenter_role) over (partition by ticket_id order by valid_starting_at)
             , 'first_comment') 
-            as previous_commenter_role,
-        first_value(valid_starting_at) over (partition by ticket_id order by valid_starting_at desc, ticket_id rows unbounded preceding) as last_comment_added_at
+            as previous_commenter_role
+    from joined
+    where is_public
+
+    union all
 
+    select
+        *,
+        'non_public_comment' as previous_commenter_role
     from joined
+    where not is_public
 )
 
-select * 
+select 
+    *,
+    first_value(valid_starting_at) over (partition by ticket_id order by valid_starting_at desc, ticket_id rows unbounded preceding) as last_comment_added_at
 from add_previous_commenter_role

models/reply_times/int_zendesk__ticket_first_reply_time_business.sql

@@ -75,13 +75,13 @@ with ticket_reply_times as (
 ), intercepted_periods as (
 
   select ticket_id,
-         week_number,
-         weekly_periods.schedule_id,
-         ticket_week_start_time,
-         ticket_week_end_time,
-         schedule.start_time_utc as schedule_start_time,
-         schedule.end_time_utc as schedule_end_time,
-         least(ticket_week_end_time, schedule.end_time_utc) - greatest(ticket_week_start_time, schedule.start_time_utc) as scheduled_minutes
+      week_number,
+      weekly_periods.schedule_id,
+      ticket_week_start_time,
+      ticket_week_end_time,
+      schedule.start_time_utc as schedule_start_time,
+      schedule.end_time_utc as schedule_end_time,
+      least(ticket_week_end_time, schedule.end_time_utc) - greatest(ticket_week_start_time, schedule.start_time_utc) as scheduled_minutes
   from weekly_periods
   join schedule on ticket_week_start_time <= schedule.end_time_utc 
     and ticket_week_end_time >= schedule.start_time_utc

models/reply_times/int_zendesk__ticket_reply_times.sql

@@ -9,21 +9,35 @@ with ticket_public_comments as (
   select 
     ticket_id,
     valid_starting_at as end_user_comment_created_at,
+    ticket_created_date,
+    commenter_role,
     previous_commenter_role = 'first_comment' as is_first_comment
   from ticket_public_comments 
-  where commenter_role = 'external_comment'
-    and ticket_public_comments.previous_commenter_role != 'external_comment' -- we only care about net new end user comments
+  where (commenter_role = 'external_comment'
+    and ticket_public_comments.previous_commenter_role != 'external_comment') -- we only care about net new end user comments
+    or previous_commenter_role = 'first_comment' -- We also want to take into consideration internal first comment replies
 
 ), reply_timestamps as (  
 
   select
-    end_user_comments.*,
-    min(agent_comments.valid_starting_at) as agent_responded_at
+    end_user_comments.ticket_id,
+    -- If the commentor was internal and a first comment then we want the ticket created date to be the end user comment created date
+    -- Otherwise we will want to end user comment created date
+    case when end_user_comments.commenter_role = 'internal_comment' and end_user_comments.is_first_comment
+      then end_user_comments.ticket_created_date
+      else end_user_comments.end_user_comment_created_at
+        end as end_user_comment_created_at,
+    end_user_comments.is_first_comment,
+    -- If the commentor was internal and is the first comment then we want the end user comment to be the responded at date as this is the date the agent responded following the ticket created date
+    -- Otherwise we want the agent responded at date
+    min(case when end_user_comments.commenter_role = 'internal_comment' and end_user_comments.is_first_comment
+          then end_user_comments.end_user_comment_created_at
+          else agent_comments.valid_starting_at
+            end) as agent_responded_at
   from end_user_comments
   left join ticket_public_comments as agent_comments
     on agent_comments.ticket_id = end_user_comments.ticket_id
     and agent_comments.commenter_role = 'internal_comment'
-    and agent_comments.previous_commenter_role != 'first_comment' -- we only care about net new agent comments
     and agent_comments.valid_starting_at > end_user_comments.end_user_comment_created_at
   group by 1,2,3
 
@@ -36,4 +50,4 @@ with ticket_public_comments as (
       'agent_responded_at',
       'second') }} / 60) as reply_time_calendar_minutes
   from reply_timestamps
-  order by 1,2
+  order by 1,2

models/zendesk__ticket_metrics.sql

@@ -99,7 +99,7 @@ select
   ticket_work_time_calendar.requester_wait_time_in_calendar_minutes,
   ticket_work_time_calendar.agent_work_time_in_calendar_minutes,
   ticket_work_time_calendar.on_hold_time_in_calendar_minutes,
-  ticket_comments.count_internal_comments as total_agent_replies,
+  coalesce(ticket_comments.count_agent_comments, 0) as total_agent_replies,
 
   case when ticket_enriched.is_requester_active = true and ticket_enriched.requester_last_login_at is not null
     then ({{ dbt_utils.datediff("ticket_enriched.requester_last_login_at", dbt_utils.current_timestamp(), 'second') }} /60)