This package models Zendesk Support data from Fivetran's connector. It uses data in the format described by this ERD.
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.
- Package converts metrics to business hours
- Package calculates SLA policy breaches
This package contains transformation models, designed to work simultaneously with our Zendesk Support source package. A dependency on the source package is declared in this package's packages.yml file, so it will automatically download when you run dbt deps. The primary outputs of this package are described below. Intermediate models are used to create these output models.
| model | description |
|---|---|
| zendesk_ticket_metrics | Each record represents a Zendesk ticket, enhriched with metrics about reply times, resolution times, and work times. Calendar and business hours are supported. |
| zendesk_ticket_enhanced | Each record represents a Zendesk ticket, enriched with data about its tags, assignees, requester, submitter, organization, and group. |
| zendesk_ticket_field_history | A daily historical view of the ticket field values defined in the ticket_field_history_columns variable . |
| zendesk_sla_breach | Each record represents an SLA breach event. Calendar and business hour SLA breaches are supported. |
Check dbt Hub for the latest installation instructions, or read the docs for more information on installing packages.
By default, this package looks for your Zendesk Support data in the zendesk schema of your target database. If this is not where your Zendesk Support data is, add the following configuration to your dbt_project.yml file:
# dbt_project.yml
...
config-version: 2
vars:
zendesk_source:
zendesk_database: your_database_name
zendesk_schema: your_schema_name The zendesk_ticket_field_history model generates historical data for the columns specified by the ticket_field_history_columns variable. By default, the columns tracked are status, priority, and assignee_id. If you would like to change these columns, add the following configuration to your dbt_project.yml file. After adding the columns to your dbt_project.yml file, run the dbt run --full-refresh command to fully refresh any existing models.
# dbt_project.yml
...
config-version: 2
vars:
zendesk:
ticket_field_history_columns: ['the','list','of','column','names']It's possible that your Zendesk Support connector does not sync every table that this package expects. If your syncs exclude certain tables, it is because you either don't use that functionality in Zendesk Support or actively excluded some tables from your syncs. To disable the corresponding functionality in the package, you must add the relevant variables. By default, all variables are assumed to be true. Add variables for only the tables you would like to disable:
# dbt_project.yml
...
config-version: 2
vars:
zendesk_source:
using_schedules: false # Disable if you do not have the schedule and ticket_schedule tables, or if you do not want metrics reported in business hours
using_sla_policy: false # Disable if you are not using SLAs
zendesk:
using_schedules: false
using_sla_policy: falseAdditional contributions to this package are very welcome! Please create issues
or open PRs against master. Check out
this post
on the best workflow for contributing to a package.
- Find all of Fivetran's pre-built dbt packages in our dbt hub
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