fivetran · fivetran-avinash · Jul 11, 2023 · Jul 5, 2023 · Jul 5, 2023 · Jul 5, 2023
diff --git a/CHANGELOG.md b/CHANGELOG.md
@@ -1,3 +1,8 @@
+# dbt_zendesk v0.10.3
+[PR #102](https://github.com/fivetran/dbt_zendesk/pull/102) includes the following updates:
+## 🐛 Bug Fixes 🪛
+- 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. 
+
 # dbt_zendesk v0.10.2
 [PR #101](https://github.com/fivetran/dbt_zendesk/pull/101) includes the following updates:
 ## Fixes

diff --git a/dbt_project.yml b/dbt_project.yml
@@ -1,5 +1,5 @@
 name: 'zendesk'
-version: '0.10.2'
+version: '0.10.3'
 
 config-version: 2
 require-dbt-version: [">=1.3.0", "<2.0.0"]

diff --git a/docs/catalog.json b/docs/catalog.json
diff --git a/docs/index.html b/docs/index.html
diff --git a/docs/manifest.json b/docs/manifest.json
diff --git a/docs/run_results.json b/docs/run_results.json
diff --git a/integration_tests/.gitignore b/integration_tests/.gitignore
@@ -3,4 +3,5 @@ target/
 dbt_modules/
 logs/
 .DS_Store
-dbt_packages/
+dbt_packages/
+env/
diff --git a/integration_tests/dbt_project.yml b/integration_tests/dbt_project.yml
@@ -1,7 +1,7 @@
 config-version: 2
 
 name: 'zendesk_integration_tests'
-version: '0.10.2'
+version: '0.10.3'
 
 
 profile: 'integration_tests'

diff --git a/integration_tests/requirements.txt b/integration_tests/requirements.txt
@@ -1,6 +1,6 @@
 dbt-snowflake>=1.3.0,<2.0.0
 dbt-bigquery>=1.3.0,<2.0.0
-dbt-redshift>=1.3.0,<2.0.0
+dbt-redshift>=1.3.0,<1.5.0
 dbt-postgres>=1.3.0,<2.0.0
 dbt-spark>=1.3.0,<2.0.0
 dbt-spark[PyHive]>=1.3.0,<2.0.0

diff --git a/models/intermediate/int_zendesk__comment_metrics.sql b/models/intermediate/int_zendesk__comment_metrics.sql
@@ -31,7 +31,11 @@ comment_counts as (
         count(*) as total_comments,
         count(distinct case when commenter_role = 'internal_comment'
             then user_id
-                end) as count_ticket_handoffs
+                end) as count_ticket_handoffs,
+        sum(case when commenter_role = 'internal_comment' and is_public = true and previous_commenter_role != 'first_comment'
+            then 1
+            else 0
+                end) as count_agent_replies
     from ticket_comments
 
     group by 1, 2

diff --git a/models/zendesk.yml b/models/zendesk.yml
@@ -465,7 +465,7 @@ models:
       - name: open_status_duration_in_calendar_minutes
         description: The duration in calendar minutes the ticket was in the "open" status
       - name: total_agent_replies
-        description: The total number of agent replies within the ticket
+        description: The total number of agent replies within the ticket, excluding comments where an agent created the ticket
       - name: requester_last_login_age_minutes
         description: The time in minutes since the ticket requester was last logged in
       - name: assignee_last_login_age_minutes

diff --git a/models/zendesk__ticket_metrics.sql b/models/zendesk__ticket_metrics.sql
@@ -100,7 +100,7 @@ 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,
-  coalesce(ticket_comments.count_agent_comments, 0) as total_agent_replies,
+  coalesce(ticket_comments.count_agent_replies, 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.datediff("ticket_enriched.requester_last_login_at", dbt.current_timestamp_backcompat(), 'second') }} /60)