Why do the ticket timestamps in conversation view differ from the event view?
There are few cases when ticket timestamps in conversation view might be different from the event view. However, the key reason for this lies in the purpose of each ticket view mode:
- Conversation view timestamp shows the historic date and time of the comment submission. This allows seeing how long ago a comment was sent.
- Event view timestamp shows date and time of the ticket event. This points out when exactly a comment was posted to the ticket.
In most of the cases, the timestamp will be identical in both ticket view modes, but there are few common scenarios when this is not the case. These scenarios are covered below.
The first comment on the tickets recovered from the suspended view has an older timestamp in the conversation mode versus the one in the event mode:
- Conversation timestamp reveals the time when email was received by Zendesk Support account.
- Event timestamp reveals the time when a ticket was recovered (actually created in Zendesk Support).
One of the possible causes of suspension is the setting Ask users to register under the Admin icon ( ) on the left sidebar and then select Account > Customers. This requires users to sign-up to submit their requests. If the user doesn't register and verify the account, the ticket will be suspended and this will affect the timestamp.
Inbound shared Tickets
When the inbound ticket sharing feature is used to bring a ticket from one Zendesk Support account to another:
- Conversation view timestamps will reflect the time when comments were historically posted by users from both accounts.
- Event timestamps for comments posted on the ticket after the ticket sharing occurred will be identical to the conversation once. However, event timestamps for comments posted on the ticket before sharing occurred will reflect the time of the ticket creation in the receiving account, because all these comments were added to the ticket at its creation.