Hi Marty,

Those requested fields appear to be denormalized data. I believe they can be calculated from the underlying raw data, which is why we are not syncing them. You find the reasoning behind this decision in our Shared Responsibility Model:
https://fivetran.com/docs/getting-started/core-concepts#sharedresponsibilitymodel

If I'm wrong and some of these fields cannot be calculated from the currently synced data, please let me know! We'll take a look and see what we can do to make that information available.

All the best,

Ray Harris

I'm having issues with this now, specifically getting 'agent replies' for tickets. I tried filtering for ticket comments by users with the 'agent' role, but the comment numbers I was seeing weren't matching up with the 'agent replies' measure in the zendesk Queries portal. I've searched high and low in the Zendesk data made available through Fivetran and can't find any way to represent agent replies.

Team,

Adding on to this request. Information from the following APIs is requested information from our consumers as well : 

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metric_events/

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/

Can you please help make them available ?

Hey @Ray - Cross posting this as it seems several people are running into the same issue:

We've found that not all metrics can be calculated from the underlying data.

We only get a transcript for the entire ticket conversation for messaging tickets on the ticket_comments table, which means we have bot messages, customer messages and agent responses all bundled up together. Therefore, Fivetran's dbt package doesn’t help, because it relies on ticket_comments for reply time (which works for web / email, but not for chat nor messaging). Although we could transform the data to separate the individual messages, in order to identify the first reply by an agent, we’d have to rely on matching agent name from the chat transcript and on the users table, which is not a robust solution.

We are also having issue calculating the ticket metrics data.. Request Fivetran to make it readily available.. why reinvent the wheel to do all the calculations while the calculated values are already present at the source?

https://{subdomain}.zendesk.com/api/v2/incremental/tickets/cursor.json?start_time={epochtime}&include=metric_sets

hi Ray and Happy New Year, 

you are wrong, this endpoint does not allow to calculate all of the metrics from underlying raw data - ie  cannot do that for pausable_update_time - this is a metric that is available only via Ticket Metric events API endpoint. also you with your models does not provide us tools to calculate that by our self . On top of that I agree with all of the people who said - what is the point to engage our warehouses processing power, and  by calcuating metrics - take a big hits on final zendesk table efficiency ( even if we use your dbt packages ) if the same is available calculated and shared by Zendesk itself ) . 
Please kindly re-visit this request - also because atm all of your competitors do provide us with access to this endpoint ( Stitch, Adveirty itp )