It's funny you should mention this. We just started tracking the time to completion of all zendesk tickets (everything we do is ticket-based) to deliver weekly reports to $uppermgmt.

Sigh, yeah, it's a sinking ship. Sadly. My team is the best team I've ever worked with, and my boss is the only boss I was ever excited to work for. I Don't blame him, though, his hands are just tied now that the penny pinchers run the show.