v0.11.2 dbt_zendesk

Rollback

This PR #110 is a rollback to v0.10.2. We are seeing issues in business minutes and SLA duplicate records following the v0.11.0 release. While the team is looking into this, please use the rollback in the meantime.

Full Changelog: v0.11.1...v0.11.2

v0.11.1 dbt_zendesk

Tiny release ahead!

Under the Hood:

• Removes whitespace-escaping from Jinja code in int_zendesk__field_history_scd. In different whitepace parsing environments, this can jumble code up with SQL comments (PR #106).

Contributors:

• @bcolbert978 (PR #106)

Full Changelog: v0.11.0...v0.11.1

v0.11.0 dbt_zendesk

Feature Updates:

• Added support of the new schedule_holiday table in the schedule_spine intermediate model in order to properly capture how holidays impact ticket schedules and their respective SLAs. (PR #98)
• Made relevant downstream changes within the following models to capture proper business hour metrics when taking into account holiday schedules: (PR #98)
  • int_zendesk__agent_work_time_business_hours
  • int_zendesk__reply_time_business_hours
  • int_zendesk__reply_time_combined
  • int_zendesk__requester_wait_time_business_hours
  • zendesk__sla_policies
• Added open_status_duration_in_business_minutes and new_status_duration_in_business_minutes columns to the int_zendesk__ticket_work_time_business and zendesk__ticket_metrics models. These are counterparts to the already existing open_status_duration_in_calendar_minutes and new_status_duration_in_calendar_minutes columns. (PR #97)

Fixes:

• Added coalesce to 0 statements to the following fields in the zendesk__ticket_metrics model. This is necessary as some tickets may have responses entirely outside of business hours which will not count towards business minute metrics. As such, a coalesce to 0 is more representative to the metric as opposed to a null record: (PR #103)
  • first_resolution_business_minutes
  • full_resolution_business_minutes
  • first_reply_time_business_minutes
  • agent_wait_time_in_business_minutes
  • requester_wait_time_in_business_minutes
  • agent_work_time_in_business_minutes
  • on_hold_time_in_business_minutes
• 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. (PR #102)

Under the Hood:

• Leveraged dbt_date.week_start in place of dbt.date_trunc for business hour metrics to more consistently capture the start of the week across warehouses. (PR #98)
• Start of the week is now consistently set to Sunday. (PR #98)
• Incorporated the new fivetran_utils.drop_schemas_automation macro into the end of each Buildkite integration test job. (PR #98)
• Updated the pull request templates. (PR #98)

Contributors:

• @Tim-Hoare (PR #97)

Full Changelog: v0.10.2...v0.11.0

v0.10.2 dbt_zendesk

PR #101 includes the following updates:

Fixes

• Updated the group variable in the dbt_project.yml to have properly closed quotes within the variable declaration.
• Adjusted the in_zendesk__calendar_spine to set the return result of dbt.current_timestamp_backcompat() as a variable. This ensures that when the variable is being called within the model it can properly establish a dependency within the manifest.

Full Changelog: v0.10.1...v0.10.2

v0.10.1 dbt_zendesk

Bug Fixes

• Modified the int_zendesk__ticket_schedules model to have the execute statement reference the source schedule table as opposed to the stg_zendesk__schedule model so the package may successfully compile before being run for the first time. (#90)

Full Changelog: v0.10.0...v0.10.1

dbt_zendesk v0.10.0

🚨 Breaking Changes 🚨:

PR #81 includes the following breaking changes:

• Dispatch update for dbt-utils to dbt-core cross-db macros migration. Specifically {{ dbt_utils.<macro> }} have been updated to {{ dbt.<macro> }} for the below macros:
  • any_value
  • bool_or
  • cast_bool_to_text
  • concat
  • date_trunc
  • dateadd
  • datediff
  • escape_single_quotes
  • except
  • hash
  • intersect
  • last_day
  • length
  • listagg
  • position
  • replace
  • right
  • safe_cast
  • split_part
  • string_literal
  • type_bigint
  • type_float
  • type_int
  • type_numeric
  • type_string
  • type_timestamp
  • array_append
  • array_concat
  • array_construct
• For current_timestamp and current_timestamp_in_utc macros, the dispatch AND the macro names have been updated to the below, respectively:
  • dbt.current_timestamp_backcompat
  • dbt.current_timestamp_in_utc_backcompat
• dbt_utils.surrogate_key has also been updated to dbt_utils.generate_surrogate_key. Since the method for creating surrogate keys differ, we suggest all users do a full-refresh for the most accurate data. For more information, please refer to dbt-utils release notes for this update.
• Dependencies on fivetran/fivetran_utils have been upgraded, previously [">=0.3.0", "<0.4.0"] now [">=0.4.0", "<0.5.0"].

dbt_zendesk v0.9.1

🐞 Bugfix : dbt compile failing if prior to dbt run

• If doing a dbt_compile prior to dbt_run, it fails at int_zendesk__calendar_spine and int_zendesk__field_history_pivot because the staging models they reference are not built yet (stg_zendesk__ticket and stg_zendesk__ticket_field_history). This release therefore updates those intermediate models to reference source tables instead (ticket and ticket_field_history respectively). (#79)

dbt_zendesk v0.9.0

🚨 This includes Breaking Changes! 🚨

🎉 Documentation and Feature Updates

• Databricks compatibility 🧱 (#74).
• Updated README documentation updates for easier navigation and setup of the dbt package (#73).
• Added zendesk_[source_table_name]_identifier variables to allow for easier flexibility of the package to refer to source tables with different names (#73).
• By default, this package now builds the Zendesk staging models within a schema titled (<target_schema> + _zendesk_source) in your target database. This was previously <target_schema> + _zendesk_staging, but we have changed it to maintain consistency with our other packges. See the README for instructions on how to configure the build schema differently.

Under the Hood

• Swapped references to the fivetran_utils.timestamp_diff macro with dbt_utils.datediff macro. The dbt-utils macro previously did not support Redshift.

dbt_zendesk 0.8.4

Happy Thursday! 🎉

Bug Fix

• Quick fix on missing logic in the case statement for determining multi-touch resolution metrics.

Contributors

• @tonytusharjr (#7).

dbt_zendesk v0.8.3

Happy Tuesday! 🌮

This release of the dbt_zendesk package includes the following updates:

Features

• The Zendesk Source package now allows for custom fields to be added to the stg_zendesk__ticket model. These custom fields will also persist downstream to the zendesk__ticket_enriched and zendesk__ticket_metrics models. You may now add your own customer fields to these models by leveraging the zendesk__ticket_passthrough_columns variable. (#70)