[Bug] Multi-touch ticket resolution logic could be adjusted
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Is there an existing issue for this?
- I have searched the existing issues
Describe the issue
Initially brought to our attention by @tonytusharjr
The current logic within the zendesk__ticket_metrics
model that calculates the multi-touch resolution could to be updated to ensure a ticket doesn't have both double and multi touch results. Below is the logic in question.
dbt_zendesk/models/zendesk__ticket_metrics.sql
Lines 125 to 128 in ed7118b
My one thought to not making this update is that multi-touch tickets are in fact also double touch tickets. We should confirm with the Zendesk metrics that these two types of tickets are inherently different before addressing this within the package.
Relevant error log or model output
SELECT *
FROM `dbt_zendesk.zendesk__ticket_metrics`
where is_multi_touch_resolution and is_two_touch_resolution
The above result may end with multiple records due to the current logic.
Expected behavior
Our package matches the metric definition defined by Zendesk for multi-touch ticket resolution.
dbt Project configurations
N/A
Package versions
packages:
- package: fivetran/zendesk
version: [">=0.8.0", "<0.9.0"]
What database are you using dbt with?
bigquery
dbt Version
v1.1.0
Additional Context
- See PR #74 for the work already done to address this issue.
- See the Zendesk Metrics community doc for details on how these metrics should be calculated.
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.