Timezone information for Ticket comments

Answered

10 Comments

  • Sarah Kay

    Hi Nilesh,

    Thanks for asking this. 

    The way ticket comment time stamps work now, is that they are tied to the timezone that is set in each user's profile. So if you're profile is set to PST and you make a comment at 11am, and someone else in your Zendesk has a profile that is set to US East Coast time (which is three hours later), they will see the time stamp for that same comment as having been posted at 2pm (or 14:00 if set to a 24hr clock), while you'll still see it as 11am.

    If someone in your Zendesk wants to see what timezone the comments in their profile are displaying in, they can check their specific user profile. For agents, this is done by clicking their avatar in the top right corner of the agent interface and selecting "View Profile Page" from the drop down menu. End-users cannot change the timezones associated with their profiles, but an agent or an admin in your account can make that change on their behalf.

    This is something that has been discussed before in the product feedback forums:  Time zone indicator on ticket. The discussion was around making the timezone pull from the IP address of the user connecting to Zendesk. A few comments down, our product manager Jake Holman provides some valid points as to why this is problematic. I suggest you read this thread and if this is something you still would like to see created, I encourage you to vote for the feature request and post your use case there.

    Sorry I couldn't provide a direct solution. I hope I have at least helped to clarify!

     

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  • Steve Lacey

    Is this answer correct? I've been trying to reverse engineer how timezones work on comments within Zendesk, and what I am seeing doesn't correlate. I had a ticket created in PST, and I commented on it from a user in PST, and the timestamps (both ticket created_at_with_timestamp and timezoneless comment created_at_with_time's) were in PST. I then changed my user profile to UTC, and did another comment, and the timestamp (comment created_at_with_time) still reflected PST, not UTC – so I concluded that perhaps comments inherit the timezone of the ticket they're bound to? Neither the user viewing or commenting (which both happened to be me) were in PST, yet the timestamp was shown to me in PST.

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  • Jessie - Community Manager

    Hey Steve!

    To the best of my knowledge this hasn't changed...my first thought is that maybe your browser needed to be refreshed, or you need to clear cache and cookies in order for the change to display. The browser cache may not have caught up quickly enough when you were doing your testing.

    Let me know if you're still having trouble and I'll see what I can find out for you!

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  • Steve Lacey

    I am talking about webhooks from the API – there's no browser to refresh or cache to clear.

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  • Jessie - Community Manager

    Ah! That's the piece of the puzzle I was missing. Let me see what I can find out.

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  • Nicolas REGIS

    Hi there, 

     

     

    Facing the same problem, time displayed on ticket is not updated with current user timezone... and it is not possible to know on which timezone it is synch for correction...

    Stacey, thanks for the fix, but I don't feel like getting down down to implement code to fix this ! 


    February 29, 2016 12:22

    I attempted to hack away the comment timezone problem with the following Liquid, it's based on the assumption that comment created_at is recorded in the same timezone that ticket was – which I'm 98% sure isn't true but it seems to work in my experiments at least.

    {% capture offset %}
        {% assign offset_neg = ticket.created_at_with_timestamp | split: '-' | last %}
        {% assign offset_pos = ticket.created_at_with_timestamp | split: '+' | last %}
        {% if offset_neg contains 'T' %}
            +{{ offset_pos }}
        {% else %}
            -{{ offset_neg }}
        {% endif %}
    {% endcapture %}

    {% assign offset = offset | strip_newlines | replace: ' ', '' %}

    "created_at": "{{ comment.created_at_with_time | date: "%Y-%m-%dT%H:%M:%S" }}{{ offset }}"

    found here : https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference

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  • Christina Jimenez

    Hi Sarah (or anyone else from Zendesk that can assist),

    I've tried clicking through to the link Sarah shared - Time zone indicator on ticket but it says that I'm not authorized to view this page. Is there a way to access the information Sarah referenced from this?

     

    Thanks,

    Christina

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  • Jessie - Community Manager

    Hey Christina!

    It looks like that post was auto-archived because it hadn't been active in a while. I've gone ahead and un-archived it for you!

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  • Viraj

    Hi Sarah (or anyone else from Zendesk that can assist),

    I've tried clicking through to the link Sarah shared - Time zone indicator on ticket but it says that I'm not authorised to view this page. Is there a way to access the information Sarah referenced from this?

    0
  • Bryan Flynn

    Hi Viraj,

    This is an older post and the link mentioned by Sarah has indeed been archived and is no longer available. It was a discussion relating to how ticket comment times are displayed and was a customer feature request asking that times be displayed dynamically based on the user's IP address.

    Being a SASS product and the fact that IPs not being a reliable indicator of actual agent location, the decision was to maintain the current design and display times relative to the user's profile Time Zone setting (found by clicking their avatar in the top right corner of the agent interface, selecting "View Profile Page", then scrolling down to "Time zone" on the left side).

    Times are stored in UTC format and adjusted relative to the agent's time zone setting. You can see this by adjusting your profile's time zone as mentioned above then doing a hard refresh -- you'll see comment times adjusted to the new time zone setting.

    Hope this clarifies things. For anyone following this thread, I'm going to close this for further comments. If there are suggestions or questions on the agent time zone setting please reach out on a new post -- either here in the Q&A section, or if a feature request, in Product Feedback. You can of course always reach us at support@zendesk.com as well!

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