Why don't timestamps in the agent interface always match the UTC timestamp?

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2 Comments

  • Yamile Martinez

    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.

    1
  • Melissa Lindsey

    This is also an issue for our team. We often have to go back to old Support Tickets to help our dev teams when they write RCA (Root Cause Analysis) documents for urgent customer issues, like Outages. Because of the ticket time being changed in the interface, what I reported to Dev  for timing ended up being wrong. We're now correcting the RCA, but just didn't even think to check, and we don't want to have misses like that with our customers. Is there any plan to change this?

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