Hoping someone can answer this question.
We have SLA's which differ based on ticket priority in Zendesk which we report on using Insights.
Sometimes we change the priority that a customer has set to suit our SLA policy.
I'll give you a scenario. Let's say a high priority ticket is logged and the SLA of 1 hour first response time is breached. Then, our agent changes the priority to low which pushes out the SLA to 1 business day.
In the reports, does this show as a breached SLA? or is does the report only calculate SLA's breached when ticket is solved?
I am reporting on tickets solved.