Connector Improvement: Update First Reply Time metrics in zendesk__metrics dbt model
Answered
In the fivetran__metrics table within the dbt packages for the Zendesk connector, all first reply time metrics are currently calculated based on the first public agent comment posted on a ticket.
However, for tickets originating from chat and messaging channels, Zendesk now defines first reply time as the timestamp of the first agent message sent within the chat, rather than the first public comment (which typically corresponds to the first email sent on the ticket and may not occur in these channels).
Request:
Please update the dbt models so that for chat and messaging tickets, the first reply time metric reflects the first agent message in the conversation, aligning with Zendesk’s current definition.
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Official comment
Hi Nick,
Thanks for this input. We have added this to our active backlog and will keep you posted as we progress on this one.
Regards,
Unni -
Hi Nick,
I checked this internally and wanted to confirm that the Zendesk dbt models already behave exactly in line with what you are requesting.
For tickets originating from Chat and Messaging channels, First Reply Time is calculated using the timestamp of the first agent message sent in the conversation, not the first public ticket comment. This also aligns with Zendesk’s current definition as documented here
We do not compute First Reply Time based on public comments for chat or messaging tickets.
Given this, the difference you are seeing may be due to a Zendesk-side metric issue or a data-level discrepancy. To investigate further, we would need to look at the underlying ticket and chat event data. Could you please open a support ticket so our engineers can request source access and dig in? Please do share the support ticket id once it is created
Thanks,
Vignesh
Fivetran Product team
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