Hi Zoe,

Thanks for reaching out with this request.

Vignesh here from the Product Management team at Fivetran. From what I understand, the "handle time" metric you're referring to is part of the Zendesk Time Tracking app. As far as I know, these metrics aren’t currently exposed via Zendesk's public APIs but if you're aware of specific endpoints that provide this data, we’d love to take a closer look.
Also, Fivetran syncs ticket comments, tag history, and field history which are core fact tables in Zendesk . Is there a possibility your team could recreate the handle time metrics from this raw data?