Release Notes

January 2024

We have added the following new tables that capture deletes:

• SLA_POLICY
• SLA_POLICY_APPLICABLE_TO
• SLA_POLICY_ESCALATION_NEXT_RESPONSE
• SLA_POLICY_ESCALATION_REMINDER_NEXT_RESPONSE
• SLA_POLICY_ESCALATION_REMINDER_RESOLUTION
• SLA_POLICY_ESCALATION_REMINDER_RESPONSE
• SLA_POLICY_ESCALATION_RESOLUTION
• SLA_POLICY_ESCALATION_RESPONSE
• SLA_POLICY_TARGET

We will sync these tables once daily. We are gradually rolling out this change to all existing connections.

November 2023

We have added the following new tables:

• AUTOMATION
• AUTOMATION_ACTION
• AUTOMATION_CONDITION
• AUTOMATION_EVENT
• AUTOMATION_PERFORMER_MEMBER

We have added the following new columns to the BUSINESS_HOUR table:

• sunday_start_time
• sunday_end_time
• monday_start_time
• monday_end_time
• tuesday_start_time
• tuesday_end_time
• wednesday_start_time
• wednesday_end_time
• thursday_start_time
• thursday_end_time
• friday_start_time
• friday_end_time
• saturday_start_time
• saturday_end_time

We have added the following new columns to the COMPANY table:

• account_tier
• health_score
• industry
• org_company_id
• renewal_date

We have added the following new columns to the TICKET table:

• stats_pending_since
• stats_reopened_at
• stats_status_updated_at

We have added the following new columns to the TICKET_HISTORY table:

• stats_pending_since
• stats_reopened_at
• stats_status_updated_at

We are gradually rolling out these changes to all existing connections.

January 2023

The TICKET_HISTORY table now supports history mode for connections created on or after January 10, 2023.

March 2021

We have added the following new lookup tables to map the custom priority, source, and status values in the TICKET table:

• PRIORITY_LOOKUP
• SOURCE_LOOKUP
• STATUS_LOOKUP

We now automatically sync the CONVERSATION table if you include the parent TICKET table in the sync. You can no longer select or deselect the CONVERSATION table in the Schema tab of your connector details page.

August 2020

We have removed the _fivetran_deleted column from the SATISFACTION_RATING and SATISFACTION_RATING_VALUE tables. Now, we incrementally update the SATISFACTION_RATING and SATISFACTION_RATING_VALUE tables in the destination.

July 2020

We have stopped inferring the data types of custom fields in the TICKET table to improve data integrity. Previously, we used to downcast the STRING data type to other data types.

April 2020

We have added a new field, association_type, to the TICKET table.

January 2020

We have added the functionality to identify and sync the tickets that are flagged as spam. We will also capture the change in state (non-spam to spam) of a previously synced ticket.

September 2019

We can now delete all of the following records from the tables below:

• Records with empty group_ids from the AGENT_GROUP table
• Records with empty role_ids from the AGENT_ROLE table
• Records with empty cc_mails from the TICKET_CC_EMAIL table
• Records with empty fwd_emails from the TICKET_FWD_EMAIL table
• Records with empty reply_cc_emails from the TICKET_REPLY_CC_EMAIL table
• Records with empty to_emails from the TICKET_TO_EMAIL table
• Records with empty tags from the TICKET_TAG table
• Records with empty to_emails fields from the CONVERSATION_TO_EMAIL table
• Records with empty bcc_emails from the CONVERSATION_BCC_EMAIL table

August 2018

We have added a new table, TICKET_TAG.