Ticket SLA Policy Additions

🚨 This update introduces a breaking change: zendesk__sla_breach is now zendesk__sla_policies 🚨

This PR includes enhancements to the SLA Policy models. The enhancements to the SLA Policy models were inspired from the Zendesk SLA Reporting metrics and attributes.

Deprecated:

• using_sla_policy variable

Ticket Updates and Backlog Additions

🚨 This update introduces a breaking change: Intermediate output models will now be written to (<target_schema> + _zendesk_intermediate) 🚨

Other changes the the Zendesk package include:

• Inclusion of trackable updater specific information to the zendesk__ticket_field_history model through the use of the predefined values within the ticket_field_history_updater_columns variable. Refer to the configuration section within the ReadMe for a list of trackable updater fields.
• Addition of the zendesk__ticket_backlog model.
• Intermediate model consolidation and user_tag fan-out bug fix.
• Custom schema application to intermediate models. The intermediate models will now reside within a (target + zendesk_intermediate) schema in your defined data warehouse.
• Postgres compatibility

Package Updates

🚨 This update introduces a breaking change: Output models are renamed to include a double underscore between the source name and the table name. For example, zendesk_ticket_metrics is now zendesk__ticket_metrics

The release also:

• Introduces CircleCI testing
• Fixes a bug that causes the incremental runs of zendesk__ticket_field_history to have missing values if the issue field had not been updated prior to the last incremental run. All full refreshes worked without problem.
• Includes additional fields within zendesk__ticket_enriched and zendesk__ticket_metrics models to allow for the recreation of Zendesk Tickets Dataset metrics and attributes. For more information refer to PR #12
• Introduces the zendesk__ticket_summary model which is a single row model containing total user and ticket aggregates as of the current dbt run date

Bug Fix

In Snowflake, v0.1.0 fails due to the use of the "Group" keyword. This update introduces a fix for that!

Initial Release

This is the initial release of this package.

This package enables you to better understand the performance of your Support team. It calculates metrics focused on response times, resolution times, and work times for you to analyze.

Currently the package supports Redshift, BigQuery and Snowflake.