Update replies metrics to fit proper Zendesk definition

[fivetran-avinash]

PR Overview

This PR will address the following Issue/Feature: [#99]

This PR will result in the following new package version:
10.3. Not breaking; no field names are changed in the final end model, just the logic derived to compute the values of the field.

Please detail what change(s) this PR introduces and any additional information that should be known during the review of this PR: Fixed the total_agent_replies field in zendesk__ticket_metrics so the value is derived from public agent comments logic, and also ignores ticket creation comments from an agent, matching the Zendesk definition.

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The original field we were pulling for replies was incorrect, so we modified the logic so that it accurately reflected the definition in Zendesk:

The metric Agent replies represents all public comments added to a ticket by an agent, excluding ticket creation. For example, when an agent creates a ticket with a public comment, that first comment isn't counted. This may result in the public agent comment total being higher than the agent replies value.

So there are two scenarios to account for:

1. If an admin or agent creates a ticket, the replies is one less than the number of public agent comments.
2. If an end-user creates a ticket, the replies is equivalent to the number of public agent comments.

Tracking several individual tickets in our internal data that followed either of these scenarios, then testing the entire end model as a whole that these two cases held, provided the necessary validation that our fix solved this issue.

The proper queries for validating these two scenarios are provided in Height.

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[fivetran-joemarkiewicz]

Great work on this investigation and PR @fivetran-avinash! This looks good to go from a code perspective. If you end up finding more niche examples in your investigation, I would recommend opening an issue (not necessarily a bug or a feature but more of an "open investigation") which highlights these niche scenarios. This way we can track them and get community input before making a more widespread update in the future.