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Add Zendesk ticket_metric table to raw_zendesk (Databricks)

Answered
Anysse Ferchichi User
Connector name: raw_zendesk (destination: Databricks source_production_euc1)
Table name: ticket_metric
API documentation link: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/

Additional details:
Need Zendesk Ticket Metrics for MX analytics parity with Snowflake (Segment TICKET_METRICS, field replies). Minimum columns: ticket_id, replies. Used for live chat / messaging reply counts on UDP (MXBI-5). Table not available in connector schema today.

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Comments

1 comment

Date Votes
  • Official comment
    Vignesh Rengaraj Fivetranner

    Hi Anysse, thanks for submitting this.

    Fivetran’s Zendesk Support connector doesn’t replicate Zendesk’s ticket_metrics endpoint directly. This follows our schema design policy: connectors sync normalized, source-level data and don’t load aggregated or pre-computed tables. Ticket metrics are derived values, so the connector syncs the underlying ticket, comment, and history data instead.

    Keeping the data granular gives you more flexibility. You can adapt the metric logic to your own business hours, SLA calendars, ticket workflows, and reporting definitions. The same tables also support many other use cases beyond this one metric.

    To get the table, use the Zendesk Quickstart transformation (zendesk__ticket_metrics). It builds a ticket metrics table in your destination, including reply and comment counts per ticket. You can set it up from the Transformations tab in your Fivetran dashboard: Zendesk Support data model

    We also publish reference queries if you’d rather not run the full model: Zendesk Ticket Metrics queries

    Best,
    Vicky