[Bug] Merged tickets don't follow same logic as Zendesk explore

[gui-brandalley]

Is there an existing issue for this?

• I have searched the existing issues

Describe the issue

Hi,

I noticed an issue with tickets merged to another one. When we merge a ticket in Zendesk to another one, it closes it and put the solved date as the merge date.
But if I check in the data base using Fivetran dbt model, I get some different numbers:


The solved date is different and the resolution minutes too.
Also, it happens sometimes that my solved date and/or my resolution minutes are null when they are not in Zendesk explore.

Relevant error log or model output

No response

Expected behavior

I would expect the numbers to match to Zendesk explore.

dbt Project configurations

vars:
surrogate_key_treat_nulls_as_empty_strings: true
using_domain_names: False #Disable if you are not using domain names
using_organization_tags: False #Disable if you are not using organization tags
zendesk__ticket_passthrough_columns: [custom_contact_reason,custom_coupon_code,custom_order_number,custom_carrier,custom_client_contact_reason_no_order,custom_client_contact_reason_order]

Package versions

packages:

package: dbt-labs/codegen
version: ['>=0.7.0', <0.10.0]
package: dbt-labs/dbt_utils
version: ['>=0.8.0', '<2.0.0']
package: fivetran/zendesk
version: [">=0.10.0", "<0.11.0"]

What database are you using dbt with?

bigquery

dbt Version

dbt Version: 1.4

Additional Context

No response

Are you willing to open a PR to help address this issue?

• Yes.
• Yes, but I will need assistance and will schedule time during our office hours for guidance
• No.

[fivetran-joemarkiewicz]

Hi @gui-brandalley thanks for raising this issue. I was actually not fully aware of the merge ticket behavior within Zendesk. This is something that we currently do not handle out of the box within the package.

My team and I will continue to investigate the ticket merges and will see what will need to be done to account for this. Unfortunately, adding this ability will be more intensive than the other issue you raised as it will likely add a new functionality to the package. I will share more details as my team and I investigate the ticket merges functionality and how our package can support this.

[gui-brandalley]

Thanks @fivetran-joemarkiewicz , please let me know when you can about an ETD.

Kind regards,
Guillaume

[fivetran-joemarkiewicz]

Hi @gui-brandalley thanks for your response. I have listed this as a p3 priority and for our team to build out the enhancement for the merge tickets use case in the future.

I will post back here once our team accepts this into a current sprint. I would be very interested in hearing from others if they encounter this discrepancy with merged tickets so we can increase the priority as needed.

[gui-brandalley]

Hi @fivetran-joemarkiewicz,
We still have huge discrepancies because of the merged tickets.
Do you know when some progress will be made on this?

[fivetran-joemarkiewicz]

Hi @gui-brandalley apologies for the delayed update as I was on PTO for the last few weeks.

Currently there has not been much progress made on this ticket as we are currently working through some other bug fixes within the Zendesk package at the moment which were introduced in a previous release of the package. However, we are planning to investigate this in the meantime and will likely pick this up with more time following our next major release of the Zendesk package.

I would imagine we will pick this up in more detail by the start of next month.