Merge pull request #43 from fivetran/feature/add-ticket-handoffs

add handoff metric

dbt_project.yml

@@ -1,5 +1,5 @@
 name: 'zendesk'
-version: '0.6.0'
+version: '0.6.1'
 config-version: 2
 require-dbt-version: [">=0.20.0"]
 on-run-start: '{{ fivetran_utils.empty_variable_warning("ticket_field_history_columns", "zendesk_ticket_field_history") }}'

integration_tests/dbt_project.yml

@@ -1,7 +1,7 @@
 config-version: 2
 
 name: 'zendesk_integration_tests'
-version: '0.6.0'
+version: '0.6.1'
 
 profile: 'integration_tests'
 

models/intermediate/int_zendesk__comment_metrics.sql

@@ -28,7 +28,10 @@ comment_counts as (
             then 1
             else 0
                 end) as count_internal_comments,
-        count(*) as total_comments
+        count(*) as total_comments,
+        count(distinct case when commenter_role = 'internal_comment'
+            then user_id
+                end) as count_ticket_handoffs
     from ticket_comments
 
     group by 1, 2

models/zendesk.yml

@@ -436,6 +436,8 @@ models:
         description: Count of public comments within the ticket
       - name: total_comments
         description: Total count of all comments within the ticket
+      - name: count_ticket_handoffs
+        dev_snowflake: Count of distinct internal users who have touched/commented on the ticket.
       - name: unique_assignee_count
         description: The count of unique assignees that were assigned to the ticket
       - name: assignee_stations_count

models/zendesk__ticket_metrics.sql

@@ -67,6 +67,7 @@ select
   coalesce(ticket_comments.count_public_comments, 0) as count_public_comments,
   coalesce(ticket_comments.count_internal_comments, 0) as count_internal_comments,
   coalesce(ticket_comments.total_comments, 0) as total_comments,
+  coalesce(ticket_comments.count_ticket_handoffs, 0) as count_ticket_handoffs, -- the number of distinct internal users who commented on the ticket
   ticket_comments.last_comment_added_at as ticket_last_comment_date,
   ticket_resolution_times_calendar.unique_assignee_count,
   ticket_resolution_times_calendar.assignee_stations_count,