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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:

  • If doing a dbt_compile prior to dbt_run, it fails at int_zendesk__calendar_spine because the staging model it references is not built yet. This PR changes the intermediate models to reference source tables instead of staging models. (#79)

Contributors

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 v0.8.4

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

Features

  • This 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)

dbt_zendesk v0.8.2

Fixes

  • It was brought to our attention that the dbt_utils.date_trunc macro only leverages the default arguments of the date_trunc function in the various warehouses. For example, date_trunc in Snowflake for the week argument produces the starting Monday, while BigQuery produces the starting Sunday. For this package, we want to leverage the start of the week as Sunday. Therefore, logic within the business metric intermediate models has been adjusted to capture the start of the week as Sunday. This was done by leveraging the week_start macro within the dbt-date package. (#68)

dbt_zendesk v0.8.1

Fixes

  • The 0.7.1 release of the zendesk package introduced a bug within the zendesk__sla_policy model that caused duplicate sla records via a join condition. This join condition has been modified to leverage the more accurate sla_policy_applied.valid_starting_at field instead of the sla_policy_applied.sla_applied_at which changes for first_reply_time slas. (#67)

dbt_zendesk v0.8.0

🚨 Breaking Changes 🚨

  • The logic used to generate the zendesk__ticket_backlog model was updated to more accurately map backlog changes to tickets. As the underlying zendesk__ticket_field_history model is incremental, we recommend a --full-refresh after installing this latest version of the package. (#61)

Features

  • Addition of the DECISIONLOG.md. This file contains detailed explanations for the opinionated transformation logic found within this dbt package. (#59)

Bug Fixes

  • Added logic required to account for the first_reply_time when the first commenter is an internal comment and there are no previous external comments applied to the ticket. (#59)
  • For those using schedules, incorporates Daylight Savings Time to use the proper timezone offsets for calculating UTC timestamps. Business minute metrics are more accurately calculated, as previously the package did not acknowledge daylight time and only used the standard time offsets (#62).

Under the Hood

  • Updated the incremental logic within int_zendesk__field_history_scd to include an additional partition for ticket_id. This allows for a more accurate generation of ticket backlog records. (#61)
  • Corrected the spelling of the partition field within the cte in int_zendesk__field_history_scd to be partition opposed to patition. (#61)

dbt_zendesk v0.8.0-b1

🎉 dbt v1.0.0 Compatibility Pre Release 🎉 An official dbt v1.0.0 compatible version of the package will be released once existing feature/bug PRs are merged.

🚨 Breaking Changes 🚨

  • Adjusts the require-dbt-version to now be within the range [">=1.0.0", "<2.0.0"]. Additionally, the package has been updated for dbt v1.0.0 compatibility. If you are using a dbt version <1.0.0, you will need to upgrade in order to leverage the latest version of the package.
    • For help upgrading your package, I recommend reviewing this GitHub repo's Release Notes on what changes have been implemented since your last upgrade.
    • For help upgrading your dbt project to dbt v1.0.0, I recommend reviewing dbt-labs upgrading to 1.0.0 docs for more details on what changes must be made.
  • Upgrades the package dependency to refer to the latest dbt_zendesk_source. Additionally, the latest dbt_zendesk_source package has a dependency on the latest dbt_fivetran_utils. Further, the latest dbt_fivetran_utils package also has a dependency on dbt_utils [">=0.8.0", "<0.9.0"].
    • Please note, if you are installing a version of dbt_utils in your packages.yml that is not in the range above then you will encounter a package dependency error.

dbt_zendesk v0.7.1

Fixes

  • Updated logic within int_zendesk__sla_policy_applied to more accurately reflect the sla_applied_at time for first_reply_time sla's. Per Zendesk's documentation the first_reply_time sla is set at the creation of the ticket, even if the sla is applied after creation. (#52)

  • It was found that first_reply_time Zendesk SLA policies can be modified after they are set if the priority of the ticket changes. As such, this resulted in the package providing multiple first_reply_time sla records in the final zendesk__sla_policies output model. As such, now only the latest first_reply_time sla is provided in the final output model. (#52)

Under the Hood

  • Redshift recently included pivot as a reserved word within the warehouse. As such, the pivot CTE within the int_zendesk__field_history_pivot model has been changed to pivots to avoid the Redshift error. (#57)

Contributors

  • @jackiexsun (#52)

dbt_zendesk v0.7.0

🚨 Breaking Changes

  • Fix incremental logic bug introduced in v0.5.0 which caused the zendesk__ticket_field_history model to not be properly incrementally updated. (#44)
    • The above fix resulted in the removal of the valid_from and valid_to fields in the final model.

Bug Fixes

  • Incremental bug fix noted in the Breaking Changes section of the changelog.
  • Updated the logic used to calculate first_reply_time_calendar_minutes and first_reply_time_business_minutes to include first comments made by agents and find the time difference from the first public agent and the ticket created date. This was updated to better align with Zendesk's First Reply Time metric definition. (#50)
  • Fixed the comment metric reference for the total_agent_replies within zendesk__ticket_metrics to accurately map to the count_agent_comments metric (showing all public and non-public comments made by agents) opposed to the count_internal_comments (only non-public comments) metric. (#50)

Features

  • Add the number of ticket handoffs metric as count_ticket_handoffs to the zendesk__ticket_metrics model which is a distinct count of all internal users who have touched/commented on the ticket. (#42)
  • Ticket field history calendar limit variables (#47):
    • Added ticket_field_history_timeframe_years variable to limit the ticket field history model to X number of years (default is 50).
    • Limited by default the last ticket calendar date as it's close date. This highly reduces the query cost of the zendesk__ticket_field_history query and takes advantage of the Zendesk functionality of not being able to change a ticket after the close date.
    • Added ticket_field_history_extension_months variable to extend field history past Y months from ticket close (for reporting purposes).
    • Refer to the README for more details.

Under the Hood

  • Better Postgres incremental strategy within the zendesk__ticket_field_history model to reflect more recent incremental strategies. Similar to the strategy taken in jira__daily_issue_field_history. (#44)

Contributors