Replicating Zendesk FRT measure in Looker

[PauliusPutvinsk]

Hey!

Our team is trying to replicate some of Zendesk dashboards in Looker and we are hitting a wall when calculating measures by ourselves in Looker.

For example, we are trying to calculate First Response Time. We have already tried 3 solutions:

1. Calculating the difference between status closed or solved date and ticket creation date (this was the most accurate but still not accurate enough)
2. Calculating the difference between any status and ticket creation date (not accurate at all)
3. Adding first_reply_time (that dimension we get from Zendesk to our database) to ticket creation date (not accurate at all)

Has anybody had the same issue? What are our options? Can we somehow extract those measures from Zendesk to our database?