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

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  • 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?

  • Eric Flock

    Please fix this. I'd like to know the exact time a ticket was received and responded to. It's 2021, there's no reason we should be manually adjusting for DST.

  • Dave Dyson
    Zendesk Community Manager

    Hi everyone,

    For visibility, I'd recommend someone post to our Feedback on Support topic, using this template to format your feedback. Add a link to your post to this comment thread and everyone else upvote and add your use case & comments as well. Thanks!

  • Sydney Neubauer

    I would like to clarify the behavior.

    An Agent works in ET - they make an update at 1:30pm

    Another Agent in PT navigates to the ticket and sees their update.

    Would the update still show as 1:30pm ET or would it be 10:30amPT for that agent? Or does the timestamp have to do with the requester that is on the ticket (ie. the requester is in UTC so all updates would be made in UTC time)

  • Dave Dyson
    Zendesk Community Manager
    Hi Sydney! 
    To clarify, when the above article says "to the user's current time zone", it's referring to the current user who's logged in -- so if the PT agent has their time zone set to Pacific time, the ticket update will be shown in Pacific time as well.

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