[Bug] Multi-touch ticket resolution logic could be adjusted

[fivetran-joemarkiewicz]

Is there an existing issue for this?

• I have searched the existing issues

Describe the issue

Initially brought to our attention by @tonytusharjr

The current logic within the zendesk__ticket_metrics model that calculates the multi-touch resolution could to be updated to ensure a ticket doesn't have both double and multi touch results. Below is the logic in question.

dbt_zendesk/models/zendesk__ticket_metrics.sql

Lines 125 to 128 in ed7118b

	case when lower(ticket_enriched.status) in ('solved','closed') and not ticket_comments.is_one_touch_resolution
	then true
	else false
	end as is_multi_touch_resolution

My one thought to not making this update is that multi-touch tickets are in fact also double touch tickets. We should confirm with the Zendesk metrics that these two types of tickets are inherently different before addressing this within the package.

Relevant error log or model output

SELECT * 
FROM `dbt_zendesk.zendesk__ticket_metrics` 
where is_multi_touch_resolution and is_two_touch_resolution

The above result may end with multiple records due to the current logic.

Expected behavior

Our package matches the metric definition defined by Zendesk for multi-touch ticket resolution.

dbt Project configurations

N/A

Package versions

packages:

• package: fivetran/zendesk
  version: [">=0.8.0", "<0.9.0"]

What database are you using dbt with?

bigquery

dbt Version

v1.1.0

Additional Context

• See PR add not statement for multi touch resolution metric #74 for the work already done to address this issue.
• See the Zendesk Metrics community doc for details on how these metrics should be calculated.

Are you willing to open a PR to help address this issue?

• Yes.
• Yes, but I will need assistance and will schedule time during our office hours for guidance
• No.