Developing SQL for Zendesk Ticket Metrics

The article discusses how to use SQL queries with Zendesk data to assess help desk performance by employing metrics that offer quantitative insight into the efficiency of support teams. It focuses on response time as a key metric and provides methods and queries for determining the number of business hours it takes for a given ticket to be solved. The article also presents solutions in SQL for different warehouses, such as Google BigQuery, Amazon Redshift, Periscope, Panopoly, MySQL, Snowflake, and Microsoft Azure SQL Data Warehouse. It highlights some limitations and future improvements needed for the queries presented.