Timestamps can be displayed in different time zones across your Zendesk account, depending on your configuration.
This article covers:
Ticket timestamps
Ticket timestamps appear in your user profile time zone.
Each user on your account can have a different time zone. However, by default all user profiles are set to the primary Zendesk account time zone.
To view or update your account time zone
-
Click the Admin (
) icon in the sidebar. -
Select Settings > Account.
-
In the top menu, click Localization.
To view or update a user profile time zone
-
Click the Search icon (
) in the upper-right of the top toolbar. -
Type in user's name or email address and hit Enter.
-
In the top menu, click Users.
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Choose a user from the list.
-
Find the Time zone field in the side menu and amend it if needed.
Talk time zone
Phone call timestamps in a ticket are displayed in the time zone on the user profile of the agent or admin viewing the ticket. If no time zone is set in the user profile, the timestamp on the ticket will default to the time zone for the account.
However, timestamps shown on the Talk History dashboard will show in the default time zone of the account under Admin > Settings > Account > Localization.
Chat time zone
In-ticket Chat Transcript
Chat transcript's time zone is always UTC.
Chat account time zone
Account time zone is mainly used for Operating Hours and Analytics and can be set in the Timezone tab of the Chat account Settings.
Chat agent time zone
Timestamps in the Chat History and inside of individual chats appear in the local time. The local time is determined by the system time on the agent's device.
Website Analytics
The website analytics on the Home dashboard shows statistics in UTC.
However, the CSV export file, you can extract from this feature is in UTC.
API timestamps
Timestamps in the API use UTC time and are formatted as ISO 8601 strings. An example would be: 2015-04-16T09:14:57Z.
Some endpoints use Unix time, also known as Epoch or POSIX time. An example of this would be: 1455821369. Learn more on Wikipedia about Unix time.
Please see our documentation on the Zendesk Core API for more information.
8 Comments
Are there any plans to set a different time zone per Brand?
Link "Talk timezone" at the top is broken.
Thanks for the heads-up, Sebastian! I'll let our Docs team know!
Fixed, thanks!
Since Zendesk assigns end-users' time zone as the account default zone and not based on the end-user's location for Talk and Text tickets, here's a workaround that folks might find useful. This trigger uses the end-user's phone number to assign the time zone via the Users API. Note that this doesn't account for multiple time zones in countries, but it's better than the default.
You'll need to first setup an "HTTP target" extension like this... (note that the URL starts with https://)
Then a trigger like this...
Thanks for sharing this, Josh! Would you have any interest in re-posting it as a community tip? That would give it more visibility, have it be indexed by search (posts are indexed; comments are not) and we can feature it in the monthly roundup.
Thanks, Nicole. I've posted it here.
The operating hours in chat doesn't adjust automatically as per Daylight Savings. We either have to adjust the operating hours or change the time zone to trick this. It is a HUGE oversight in my opinion where every software beautifully adjusts to Daylight Savings.
Please don't come and say I have to post this under feedback. This is NOT a feedback, it is a godzilla sized bug.
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