As per the decision log note described in the following link, the Fivetran Zendesk Support connector does not contain historical data of business schedules: dbt_zendesk/DECISIONLOG.md at main · fivetran/dbt_zendesk · GitHub

This is a problem for us as we use one persistent schedule for most of our tickets throughout the year, however during certain retail periods such as Black Friday and New Year we temporarily extend our operating hours. We do this by amending the business schedule for that period, and then changing it back after the sale season has ended.

Because the connector doesn't contain a historical track of these changes, it means any metrics calculated in business minutes/hours for these periods are incorrect for our business. As Fivetran doesn't provide a connector to Zendesk's own 'ticket metrics' endpoint, which does retain historical schedule data, this means we have no way to access the accurate business hour metrics for our business.

Please could the connector be enhanced to include these historical schedule changes? Without this we are running on inaccurate information.