Which time zone does Zendesk use?

 

Timestamps can be displayed in different time zones across your Zendesk account, depending on your configuration.

This article covers:

• Ticket timestamps
• Talk time zone
• Chat time zone

Note: Follow this link for Insights time zones: What time zone does Insights use?

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

1. Click the Admin () icon in the sidebar.

2. Select Settings > Account.

3. In the top menu, click Localisation.

To view or update a user profile time zone

1. Click the Search icon () in the upper-right of the top toolbar.

2. Type in user's name or email address and hit Enter.

3. In the top menu, click Users.

4. Choose a user from the list.

5. Find the Time zone field in the side menu and amend it if needed.

Talk time zone

Phone call timestamps are displayed in the default account time zone because ticket notes can't be dynamically changed based on the user's time zone.  

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.