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Connector Improvement: Add ticket_schedule table (Zendesk)

Clare McLaughlin User
  • Edited

Requesting the ticket_schedule table be added to the zendesk connector.

We need to be able to access the work schedules of our support agents who use Zendesk. The schedule table includes workday hours, but the ticket_schedule table should include the company holiday schedule. Without the correct agent holiday schedule from Zendesk, we cannot correctly calculate time to first reply, time to ticket resolution, etc. which are important business SLAs.

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Comments

5 comments

Date Votes
  • Official comment
    Shivaprasad Mogili Fivetranner
    • Edited

    Hi Everyone, 

    Happy to share that we have now added a new table called 'SCHEDULE_HOLIDAY' to our Zendesk Support connector that contains the company holiday scheduled. You can checkout the updated ERD for this in our documentation here: https://fivetran.com/docs/applications/zendesk

    Thanks,

    Shiva

  • Ray User

    Hi Clare,

    Thank you for the clearly explained feature request! This sounds like a reasonable addition to the connector and so we will review and add it to our backlog. I'll update this thread once we ship it!

    All the best,

    Ray Harris

  • Michael Sheldon User

    Hey @..., is there an update here?

     

  • Francesco Contin User

    We are interested in this feature as well!

  • Clare McLaughlin User

    @... any update here?