Question
How do timestamps on tickets work with Daylight Savings Time?
Answer
Zendesk stores all of its data in UTC time. Everything (including the API, and any emails or ticket events) has a hardcoded UTC timestamp attached to it.
That said, not every account utilizes UTC as their account time zone. The agent UI is designed to convert the hardcoded UTC timestamp to the account's current timezone. As such, tickets created prior to or after DST may appear to be off by an hour depending on when you look back on them.
This issue only exists within the agent UI. It is not present in the API which uses the hardcoded UTC timestamp or Insights reports which maintain the correct historical timestamp.
This is not considered a bug, but is an incredibly complex issue that our developers have already investigated and chosen not to include on the roadmap for future updates to the product.
1 Comments
Hi Zendesk,
This is really bad when it comes to the customer's calculating their SLA's and comparing it to ours to see if the ticket met it or not. You should consider being able to add to the formula the daylight savings so that all dates and times are in sync if not what is the point of SLA's if the customers are going to argue this all the time.
This is what we are going through right now.
Please consider fixing this since it is a Bug and not a feature to be off by 1 hour! They have view of this through "My Activities" of the time created.
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