The first_reply_time_business_minutes Metric Excludes Replies From Deactivated Agents

Issue

The Zendesk ticket metric first_reply_time_business_minutes does not match the data in Zendesk. It appears to exclude replies from deactivated agents.

Environment

Transformations: Zendesk dbt Package

Resolution

To resolve this issue, include the AUDIT_LOG table in your connection schema:

1. In Fivetran, go to the relevant Zendesk Support connection page.
2. Select the Schema tab.
3. Select the checkbox next to the AUDIT_LOG table.
4. Click Save changes.

After the next sync completes, Quickstart uses this data going forward.

Cause

With AUDIT_LOG enabled, we reconstruct each user's role timeline to classify replies accurately. Without it, we default to each user's latest role, so replies from deactivated users who are no longer agents are excluded from the metric.