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Connector Improvement: Fix Erroneous Aggregation in Zendesk Connector for SLA Applications

Planned
James Morris User

Right now, Fivetran is incorrectly aggregating ticket events related to SLA applications to the most recent application of a unique SLA policy ID to a ticket ID. Despite these events having their own unique IDs in the API (verified with Zendesk + Fivetran support), Fivetran is aggregating unique events and causing erroneous data to show at the outset. Due to this, we have to manually integrate to get an accurate log of SLA applications. It would be helpful to be able to use this connector to pull data as is without aggregation of ticket event data with unique IDs. 

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1 comment

Date Votes
  • Official comment
    Ray User

    Hi James,

    Thanks for pointing this out. I believe our implementation works under the assumption that an SLA policy would only ever be applied once to a given ticket. In the scenario it happens multiple times, you're right that we'll discard the older events because our table definition assumes we're merely updating a prior record rather than logging a new event. We'll look into solving this so that all sla policy applications can be tracked individually.