prelim zendesk models

analysis/zendesk/avg_hours_to_close.sql

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+with ticket_opens_closes as
+(
+    select
+        ticket_id, ticket_date, date_trunc('week', ticket_date)::date as ticket_week,
+        datediff(hour, ticket_date, audit_date) as hours_to_close
+    from {{ref("zendesk_ticket_audit_info")}}
+    where audit_value = 'closed'
+)
+
+-- find average time to close a ticket
+select distinct ticket_week, avg(hours_to_close) avg_hours_to_close
+from ticket_opens_closes
+group by ticket_week
+order by ticket_week

analysis/zendesk/avg_hours_to_first_response.sql

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+with admins_and_agents as
+(
+    select distinct user_id
+    from {{ref("zendesk_users")}}
+    where role in ('admin', 'agent')
+),
+
+first_audit_dates as
+(
+    select ticket_id, ticket_date, min(audit_date) as first_audit_date
+    from {{ref("zendesk_ticket_audit_info")}}
+    where
+        -- look at events from admins and agents only
+        audit_author_id in (select * from admins_and_agents)
+        -- look at comments only
+        and audit_type = 'Comment'
+        -- look at public audits only
+        and is_audit_public = 1
+    group by ticket_id, ticket_date
+),
+
+mins_to_reply as
+(
+    select
+        ticket_id, ticket_date, date_trunc('week',ticket_date)::date as ticket_week,
+        datediff(mins, ticket_date, first_audit_date) mins_to_reply
+    from first_audit_dates
+)
+
+select ticket_week, avg(mins_to_reply)/60.0 avg_hours_to_first_responsea
+from mins_to_reply
+group by ticket_week
+order by ticket_week asc
+
+

dbt_project.yml

@@ -1,14 +1,18 @@
 #settings specifically for this models directory
 #config other dbt settings within ~/.dbt/profiles.yml
+name: 'ac_zendesk'
+version: '1.0'
+
 source-paths: ["models"]
 target-path: "target"
 clean-targets: ["target"]
 test-paths: ["test"]
 
 model-defaults:
   materialized: false
-  enabled: true
+  enabled: false
 
-#models:
-#  zuora:
-#    materialized: true
+models:
+  zendesk:
+    enabled: true
+    materialized: false

models/zendesk/zendesk_audits.sql

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+select
+	id as audit_id,
+    ticket_id,
+    created_at::datetime as audit_date
+FROM zendesk_pipeline.audits

models/zendesk/zendesk_audits_events.sql

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+select
+	id as event_id,
+	type as audit_type,
+	public as is_audit_public,
+	author_id,
+	_rjm_source_key_id as audit_id,
+	value
+from zendesk_pipeline.audits__events

models/zendesk/zendesk_ticket_audit_info.sql

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+select
+    a.ticket_id, t.ticket_date, a.audit_date,
+    e.audit_type, e.value as audit_value,
+    e.is_audit_public, e.author_id as audit_author_id
+from {{ref("zendesk_audits")}} a
+inner join {{ref("zendesk_audits_events")}} e
+    on a.audit_id = e.audit_id
+inner join {{ref("zendesk_tickets")}} t
+    on a.ticket_id = t.ticket_id

models/zendesk/zendesk_tickets.sql

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+select
+	id as ticket_id,
+	status,
+	type,
+	via__channel as channel,
+	created_at::datetime as ticket_date
+from zendesk_pipeline.tickets

models/zendesk/zendesk_users.sql

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+select
+	id as user_id,
+	name,
+	email,
+	role
+from zendesk_pipeline.users