Dear Zendesk team,
We would need a possibility in Zendesk Reporting to see the total amount of time in real days, where a ticket had been under a certain SLA policy.
Example: ticket created on 12/03/2026; SLA policy “complaint” applied on 14/03/2026; ticket finally closed on 18/03/2026.
We now want the reporting to give us the 4 days the ticket had been under the policy “complaint”, until it finally had been closed.
Would it be possible to integrate metrics or attributes into the reporting to see how long a SLA policy is applied to a ticket until final closure of the ticket?