Announcing the Fivetran dbt Package for Zendesk Support

Fivetran has introduced a new dbt (data build tool) package for Zendesk Support, designed to refine customer success data modeling and enhance detailed ticket tracking. The package provides models that attach response and resolution times, create history tracking for Zendesk ticket fields, and track SLA breaches as per the configured policy in Zendesk. It also supports both business and calendar hour reporting. Fivetran's native Zendesk Support connector helps address challenges associated with the Zendesk API by normalizing data, preserving relationships between tickets and their associated fields, capturing deleted objects, and applying SLA policies to analytics dashboards. The dbt package further enhances this integrated data by offering additional insights into ticket field history tracking and alerting when SLA policies have been breached.