diff --git a/.github/ISSUE_TEMPLATE/bug-report.yml b/.github/ISSUE_TEMPLATE/bug-report.yml index 17c2c545..38c56bc8 100644 --- a/.github/ISSUE_TEMPLATE/bug-report.yml +++ b/.github/ISSUE_TEMPLATE/bug-report.yml @@ -1,7 +1,7 @@ name: 🐞 Bug description: Report a bug or an issue you've found within the dbt package title: "[Bug] " -labels: ["bug", "triage"] +labels: ["type:bug"] body: - type: markdown attributes: @@ -35,6 +35,12 @@ body: description: A concise description of what you expected to happen. validations: required: true + - type: textarea + attributes: + label: Possible solution + description: Were you able to investigate and/or discover a potential fix to this bug in your investigation? If so, it would be much appreciated if you could submit code samples to show us how your fix resolved this issue. + validations: + required: false - type: textarea attributes: label: dbt Project configurations @@ -61,6 +67,19 @@ body: - other (mention it in "Additional Context") validations: required: true + - type: dropdown + id: orchestration_type + attributes: + label: How are you running this dbt package? + multiple: true + options: + - Fivetran Quickstart Data Model + - Fivetran Transformations + - dbt Core™ + - dbt Cloud™ + - other (mention it in "Additional Context") + validations: + required: true - type: textarea attributes: label: dbt Version @@ -83,6 +102,6 @@ body: description: Our team will assess this issue and let you know if we will add it to a future sprint. However, if you would like to expedite the solution, we encourage you to contribute to the package via a PR. Our team will then work with you to approve and merge your contributions as soon as possible. options: - label: Yes. - - label: Yes, but I will need assistance and will schedule time during our [office hours](https://calendly.com/fivetran-solutions-team/fivetran-solutions-team-office-hours) for guidance + - label: Yes, but I will need assistance. - label: No. required: false \ No newline at end of file diff --git a/.github/ISSUE_TEMPLATE/feature-request.yml b/.github/ISSUE_TEMPLATE/feature-request.yml index a1d28bbb..529e9bc5 100644 --- a/.github/ISSUE_TEMPLATE/feature-request.yml +++ b/.github/ISSUE_TEMPLATE/feature-request.yml @@ -1,7 +1,7 @@ name: 🎉 Feature description: Suggest a new feature for the Fivetran dbt package title: "[Feature] <title>" -labels: ["enhancement"] +labels: ["type:enhancement"] body: - type: markdown attributes: @@ -20,6 +20,13 @@ body: description: A clear and concise description of what you want to happen and why you want the new feature. validations: required: true + - type: textarea + attributes: + label: How would you implement this feature? + description: | + How would you build out this feature with your existing data? Any code examples you can provide to help accelerate development on this issue? + validations: + required: true - type: textarea attributes: label: Describe alternatives you've considered @@ -34,7 +41,7 @@ body: description: Our team will assess this feature and let you know if we will add it to a future sprint. However, if you would like to expedite the feature, we encourage you to contribute to the package via a PR. Our team will then work with you to approve and merge your contributions as soon as possible. options: - label: Yes. - - label: Yes, but I will need assistance and will schedule time during your [office hours](https://calendly.com/fivetran-solutions-team/fivetran-solutions-team-office-hours) for guidance. + - label: Yes, but I will need assistance. - label: No. required: false - type: textarea diff --git a/.github/PULL_REQUEST_TEMPLATE/maintainer_pull_request_template.md b/.github/PULL_REQUEST_TEMPLATE/maintainer_pull_request_template.md index 1e22b099..32206744 100644 --- a/.github/PULL_REQUEST_TEMPLATE/maintainer_pull_request_template.md +++ b/.github/PULL_REQUEST_TEMPLATE/maintainer_pull_request_template.md @@ -16,7 +16,6 @@ Please acknowledge that you have successfully performed the following commands l Before marking this PR as "ready for review" the following have been applied: - [ ] The appropriate issue has been linked, tagged, and properly assigned - [ ] All necessary documentation and version upgrades have been applied - <!--- Be sure to update the package version in the dbt_project.yml, integration_tests/dbt_project.yml, and README if necessary. --> - [ ] docs were regenerated (unless this PR does not include any code or yml updates) - [ ] BuildKite integration tests are passing - [ ] Detailed validation steps have been provided below diff --git a/.github/pull_request_template.md b/.github/pull_request_template.md index 59f617df..30849fd0 100644 --- a/.github/pull_request_template.md +++ b/.github/pull_request_template.md @@ -19,7 +19,13 @@ <!--- To select a checkbox you simply need to add an "x" with no spaces between the brackets (eg. [x] Yes). --> - [ ] Yes -**Provide an emoji that best describes your current mood** +**Typically there are additional maintenance changes required before this will be ready for an upcoming release. Are you comfortable with the Fivetran team making a few commits directly to your branch?** +<!--- If you select Yes this will help expedite your PR in case there are small changes required before approval. We encourage you not to use this branch in a production environment as we may make additional updates. --> +<!--- If you select No, we will not make any changes directly to your branch and will either communicate any planned changes via the PR thread or will merge your PR into a separate branch so we may make changes without modifying your branch.. --> +- [ ] Yes +- [ ] No + +**If you had to summarize this PR in an emoji, which would it be?** <!--- For a complete list of markdown compatible emojis check our this git repo (https://gist.github.com/rxaviers/7360908) --> :dancer: @@ -30,4 +36,4 @@ We are so excited you decided to contribute to the Fivetran community dbt packag **PR Template** - [Community Pull Request Template](?expand=1&template=pull_request_template.md) (default) -- [Maintainer Pull Request Template](?expand=1&template=maintainer_pull_request_template.md) (to be used by maintainers) \ No newline at end of file +- [Maintainer Pull Request Template](?expand=1&template=maintainer_pull_request_template.md) (to be used by maintainers) diff --git a/.quickstart/quickstart.yml b/.quickstart/quickstart.yml index 31e9561f..a2c8a71b 100644 --- a/.quickstart/quickstart.yml +++ b/.quickstart/quickstart.yml @@ -23,3 +23,12 @@ destination_configurations: dispatch: - macro_namespace: dbt_utils search_order: [ 'spark_utils', 'dbt_utils' ] + +public_models: [ + "zendesk__ticket_enriched", + "zendesk__ticket_metrics", + "zendesk__ticket_summary", + "zendesk__ticket_field_history", + "zendesk__sla_policies", + "zendesk__ticket_backlog" +] diff --git a/README.md b/README.md index 8c0b9fdf..e142461d 100644 --- a/README.md +++ b/README.md @@ -14,7 +14,7 @@ </p> # Zendesk Support Modeling dbt Package ([Docs](https://fivetran.github.io/dbt_zendesk/)) -# 📣 What does this dbt package do? +## What does this dbt package do? - Produces modeled tables that leverage Zendesk Support data from [Fivetran's connector](https://fivetran.com/docs/applications/zendesk) in the format described by [this ERD](https://fivetran.com/docs/applications/zendesk#schemainformation) and build off the output of our [zendesk source package](https://github.com/fivetran/dbt_zendesk_source). - 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. It performs the following actions: - Creates an enriched ticket model with relevant resolution, response time, and other metrics @@ -23,34 +23,34 @@ - Calculates SLA policy breaches for Zendesk Support Professional or Enterprise users - Generates a comprehensive data dictionary of your source and modeled Zendesk Support data through the [dbt docs site](https://fivetran.github.io/dbt_zendesk/). -> Note: Tickets from the Zendesk Support Chat channel will not populate in this package as the Fivetran connector does not currently support Chat based tickets. This is a feature request that has been flagged. +> Note: Tickets from the Zendesk Support Chat channel will not populate in this package as the Fivetran connector does not currently support Chat based tickets. This is a feature request that has been flagged. <!--section="zendesk_transformation_model"--> -The following table provides a detailed list of final models materialized within this package by default. -> TIP: See more details about these models in the package's [dbt docs site](https://fivetran.github.io/dbt_zendesk/#!/overview?g_v=1). +The following table provides a detailed list of final tables materialized within this package by default. +> TIP: See more details about these tables in the package's [dbt docs site](https://fivetran.github.io/dbt_zendesk/#!/overview?g_v=1). -| **model** | **description** | +| **Table** | **Description** | | ---------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [zendesk__ticket_metrics](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__ticket_metrics) | Each record represents a Zendesk Support ticket, enriched with metrics about reply times, resolution times, and work times. Calendar and business hours are supported. | | [zendesk__ticket_enriched](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__ticket_enriched) | Each record represents a Zendesk Support ticket, enriched with data about its tags, assignees, requester, submitter, organization, and group. | | [zendesk__ticket_summary](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__ticket_summary) | A single record table containing Zendesk Support ticket and user summary metrics. | | [zendesk__ticket_backlog](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__ticket_backlog) | A daily historical view of the ticket field values defined in the `ticket_field_history_columns` variable for all backlog tickets. Backlog tickets being defined as any ticket not in a 'closed', 'deleted', or 'solved' status. | | [zendesk__ticket_field_history](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__ticket_field_history) | A daily historical view of the ticket field values defined in the `ticket_field_history_columns` variable and the corresponding updater fields defined in the `ticket_field_history_updater_columns` variable. | -| [zendesk__sla_policies](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__sla_policies) | Each record represents an SLA policy event and additional sla breach and achievement metrics. Calendar and business hour SLA breaches are supported. +| [zendesk__sla_policies](https://fivetran.github.io/dbt_zendesk/#!/model/model.zendesk.zendesk__sla_policies) | Each record represents an SLA policy event and additional sla breach and achievement metrics. Calendar and business hour SLA breaches are supported. -Many of the above reports are now configurable for [visualization via Streamlit](https://github.com/fivetran/streamlit_zendesk)! Check out some [sample reports here](https://fivetran-zendesk.streamlit.app/). +Many of the above reports are now configurable for [visualization via Streamlit](https://github.com/fivetran/streamlit_zendesk). Check out some [sample reports here](https://fivetran-zendesk.streamlit.app/). <!--section-end--> -# 🎯 How do I use the dbt package? +## How do I use the dbt package? -## Step 1: Prerequisites +### Step 1: Prerequisites To use this dbt package, you must have the following: - At least one Fivetran zendesk connector syncing data into your destination. - A **BigQuery**, **Snowflake**, **Redshift**, **PostgreSQL**, or **Databricks** destination. -### Databricks Dispatch Configuration +#### Databricks Dispatch Configuration If you are using a Databricks destination with this package you will need to add the below (or a variation of the below) dispatch configuration within your `dbt_project.yml`. This is required in order for the package to accurately search for macros within the `dbt-labs/spark_utils` then the `dbt-labs/dbt_utils` packages respectively. ```yml dispatch: @@ -58,7 +58,7 @@ dispatch: search_order: ['spark_utils', 'dbt_utils'] ``` -## Step 2: Install the package +### Step 2: Install the package Include the following zendesk package version in your `packages.yml` file: > TIP: Check [dbt Hub](https://hub.getdbt.com/) for the latest installation instructions or [read the dbt docs](https://docs.getdbt.com/docs/package-management) for more information on installing packages. ```yml @@ -69,7 +69,7 @@ packages: ``` > **Note**: Do not include the Zendesk Support source package. The Zendesk Support transform package already has a dependency on the source in its own `packages.yml` file. -## Step 3: Define database and schema variables +### Step 3: Define database and schema variables By default, this package runs using your destination and the `zendesk` schema. If this is not where your zendesk data is (for example, if your zendesk schema is named `zendesk_fivetran`), update the following variables in your root `dbt_project.yml` file accordingly: ```yml @@ -78,7 +78,7 @@ vars: zendesk_schema: your_schema_name ``` -## Step 4: Disable models for non-existent sources +### Step 4: Disable models for non-existent sources This package takes into consideration that not every Zendesk Support account utilizes the `schedule`, `schedule_holiday`, `ticket_schedule` `daylight_time`, `time_zone`, `domain_name`, `user_tag`, `organization_tag`, or `ticket_form_history` features, and allows you to disable the corresponding functionality. By default, all variables' values are assumed to be `true`. Add variables for only the tables you want to disable: ```yml vars: @@ -89,9 +89,9 @@ vars: using_organization_tags: False #Disable if you are not using organization tags ``` -## (Optional) Step 5: Additional configurations +### (Optional) Step 5: Additional configurations -### Add passthrough columns +#### Add passthrough columns This package includes all source columns defined in the macros folder. You can add more columns from the `TICKET`, `USER`, and `ORGANIZATION` tables using our pass-through column variables. These variables allow for the pass-through fields to be aliased (`alias`) and casted (`transform_sql`) if desired, but not required. Datatype casting is configured via a sql snippet within the `transform_sql` key. You may add the desired sql while omitting the `as field_name` at the end and your custom pass-through fields will be casted accordingly. Use the below format for declaring the respective pass-through variables: @@ -116,7 +116,7 @@ vars: > > This old format will still work, as our passthrough-column macros are all backwards compatible. -### Mark Former Internal Users as Agents +#### Mark Former Internal Users as Agents If a team member leaves your organization and their internal account is deactivated, their `USER.role` will switch from `agent` or `admin` to `end-user`. This will skew historical ticket SLA metrics, as we calculate reply times and other metrics based on `agent` or `admin` activity only. To persist the integrity of historical ticket SLAs and mark these former team members as agents, provide the `internal_user_criteria` variable with a SQL clause to identify them, based on fields in the `USER` table. This SQL will be wrapped in a `case when` statement in the `stg_zendesk__user` model. @@ -129,8 +129,8 @@ vars: internal_user_criteria: "lower(email) like '%@fivetran.com' or external_id = '12345' or name in ('Garrett', 'Alfredo')" # can reference any non-custom field in USER ``` -### Tracking Ticket Field History Columns -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. Additionally, the `zendesk__ticket_field_history` model allows for tracking the specified fields updater information through the use of the `zendesk_ticket_field_history_updater_columns` variable. The values passed through this variable limited to the values shown within the config below. By default, the variable is empty and updater information is not tracked. If you would like to track field history updater information, add any of the below specified values to your `dbt_project.yml` file. After adding the columns to your root `dbt_project.yml` file, run the `dbt run --full-refresh` command to fully refresh any existing models. +#### Tracking Ticket Field History Columns +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. Additionally, the `zendesk__ticket_field_history` model allows for tracking the specified fields updater information through the use of the `zendesk_ticket_field_history_updater_columns` variable. The values passed through this variable limited to the values shown within the config below. By default, the variable is empty and updater information is not tracked. If you would like to track field history updater information, add any of the below specified values to your `dbt_project.yml` file. After adding the columns to your root `dbt_project.yml` file, run the `dbt run --full-refresh` command to fully refresh any existing models. ```yml vars: @@ -143,7 +143,7 @@ vars: ``` *Note: This package only integrates the above ticket_field_history_updater_columns values. If you'd like to include additional updater fields, please create an [issue](https://github.com/fivetran/dbt_zendesk/issues) specifying which ones.* -### Extending and Limiting the Ticket Field History +#### Extending and Limiting the Ticket Field History This package will create a row in `zendesk__ticket_field_history` for each day that a ticket is open, starting at its creation date. A Zendesk Support ticket cannot be altered after being closed, so its field values will not change after this date. However, you may want to extend a ticket's history past its closure date for easier reporting and visualizing. To do so, add the following configuration to your root `dbt_project.yml` file: ```yml @@ -170,7 +170,7 @@ vars: ticket_field_history_timeframe_years: integer_number_of_years # default = 50 (everything) ``` -### Changing the Build Schema +#### Changing the Build Schema By default this package will build the Zendesk Support staging models within a schema titled (<target_schema> + `_zendesk_source`), the Zendesk Support intermediate models within a schema titled (<target_schema> + `_zendesk_intermediate`), and the Zendesk Support final models within a schema titled (<target_schema> + `_zendesk`) in your target database. If this is not where you would like your modeled Zendesk Support data to be written to, add the following configuration to your root `dbt_project.yml` file: ```yml @@ -187,7 +187,7 @@ models: +schema: my_new_schema_name # leave blank for just the target_schema ``` -### Change the source table references +#### Change the source table references If an individual source table has a different name than the package expects, add the table name as it appears in your destination to the respective variable: > IMPORTANT: See this project's [`dbt_project.yml`](https://github.com/fivetran/dbt_zendesk_source/blob/main/dbt_project.yml) variable declarations to see the expected names. @@ -197,15 +197,15 @@ vars: zendesk_<default_source_table_name>_identifier: your_table_name ``` -## (Optional) Step 6: Orchestrate your models with Fivetran Transformations for dbt Core™ +### (Optional) Step 6: Orchestrate your models with Fivetran Transformations for dbt Core™ <details><summary>Expand for details</summary> <br> Fivetran offers the ability for you to orchestrate your dbt project through [Fivetran Transformations for dbt Core™](https://fivetran.com/docs/transformations/dbt). Learn how to set up your project for orchestration through Fivetran in our [Transformations for dbt Core setup guides](https://fivetran.com/docs/transformations/dbt#setupguide). </details> -# 🔍 Does this package have dependencies? -This dbt package is dependent on the following dbt packages. Please be aware that these dependencies are installed by default within this package. For more information on the following packages, refer to the [dbt hub](https://hub.getdbt.com/) site. +## Does this package have dependencies? +This dbt package is dependent on the following dbt packages. These dependencies are installed by default within this package. For more information on the following packages, refer to the [dbt hub](https://hub.getdbt.com/) site. > IMPORTANT: If you have any of these dependent packages in your own `packages.yml` file, we highly recommend that you remove them from your root `packages.yml` to avoid package version conflicts. ```yml @@ -225,19 +225,18 @@ packages: - package: calogica/dbt_date version: [">=0.9.0", "<1.0.0"] ``` -# 🙌 How is this package maintained and can I contribute? -## Package Maintenance +## How is this package maintained and can I contribute? +### Package Maintenance The Fivetran team maintaining this package _only_ maintains the latest version of the package. We highly recommend you stay consistent with the [latest version](https://hub.getdbt.com/fivetran/zendesk/latest/) of the package and refer to the [CHANGELOG](https://github.com/fivetran/dbt_zendesk/blob/main/CHANGELOG.md) and release notes for more information on changes across versions. -## Contributions -A small team of analytics engineers at Fivetran develops these dbt packages. However, the packages are made better by community contributions! +### Contributions +A small team of analytics engineers at Fivetran develops these dbt packages. However, the packages are made better by community contributions. -We highly encourage and welcome contributions to this package. Check out [this dbt Discourse article](https://discourse.getdbt.com/t/contributing-to-a-dbt-package/657) on the best workflow for contributing to a package! +We highly encourage and welcome contributions to this package. Check out [this dbt Discourse article](https://discourse.getdbt.com/t/contributing-to-a-dbt-package/657) on the best workflow for contributing to a package. -## Opinionated Modelling Decisions +### Opinionated Modelling Decisions This dbt package takes an opinionated stance on how business time metrics are calculated. The dbt package takes **all** schedules into account when calculating the business time duration. Whereas, the Zendesk Support UI logic takes into account **only** the latest schedule assigned to the ticket. If you would like a deeper explanation of the logic used by default in the dbt package you may reference the [DECISIONLOG](https://github.com/fivetran/dbt_zendesk/blob/main/DECISIONLOG.md). -# 🏪 Are there any resources available? -- If you have questions or want to reach out for help, please refer to the [GitHub Issue](https://github.com/fivetran/dbt_zendesk/issues/new/choose) section to find the right avenue of support for you. +## Are there any resources available? +- If you have questions or want to reach out for help, see the [GitHub Issue](https://github.com/fivetran/dbt_zendesk/issues/new/choose) section to find the right avenue of support for you. - If you would like to provide feedback to the dbt package team at Fivetran or would like to request a new dbt package, fill out our [Feedback Form](https://www.surveymonkey.com/r/DQ7K7WW). -- Have questions or want to be part of the community discourse? Create a post in the [Fivetran community](https://community.fivetran.com/t5/user-group-for-dbt/gh-p/dbt-user-group) and our team along with the community can join in on the discussion!