Timestamp in chat transcript in UTC



Posted Aug 17, 2015

The time stamp used in the chat transcript sent via e-mail is wrong when it's sent in to our Zendesk, causing a lot of confusion.

This is the reply i got from Zendesk helpdesk:

If you are referring to time stamp in the transcript sent via email, it is set to one time zone only which is in UTC +0 for all users. UTC +0 is the time zone where the server for emails are sent from. Apologies if this can't be changed as of the moment.

 

Can this please be fixed to use our own set timezone ?


28

35

35 comments

Official

image avatar

Rajat Garg

Zendesk Product Manager

Hello everyone,

Apologies for the slow response on this thread but I wanted to update everyone on how we are thinking about this issue. 

As you might have noticed, we announced Chat in the Zendesk Agent Workspace a while ago. We are currently investigating how we can make the chat transcript timestamp more consistent when chat is used in the Agent Workspace. We'll get back with more updates when we complete the investigation. 

Thank you for your patience!

-Rajat

0


Zendesk chat 終了後に作成zendesk Supportにチケットが作成されるが、コメント内の時間表示が日本時間から9時間ずれている

・問題:顧客にチャット履歴のメールを送信する際に時刻がずれて表示されてしまう

 

エージェントワークスペースに移行すると下記機能が使えなくなるため、zendesk chat機能は引き続き利用したい

・ショートカットのオプション

・複数人でのチャット

・会話ログのエクスポート機能

・ユーザーのタグを訪問者一覧で見ることができない

0


I also agree that having transcripts reflect the timezone of the Zendesk Account would be incredibly beneficial. This would help a LOT with customers since they often get confused by the time displayed on the transcript, and it would make QA much easier.

0


Hi Arpan,

Is there an update on a particular resolution as this is an ongoing issue we can do without. 

 Thanks!

0


Hello Everyone, 
We have started looking into this problem, and we intend to remove this inconsistency and align timezones on the transcript. We'll get back with a clear timeline soon on the resolution 

0


Would be great for the chat transcripts to be in the time zone of the Zendesk user rather than UTC. This is time consuming when transcripts are requested to manually update the time. Looks unprofessional to send in another time zone. 

1


Official

Hello everyone,

Apologies for the slow response on this thread but I wanted to update everyone on how we are thinking about this issue. 

As you might have noticed, we announced Chat in the Zendesk Agent Workspace a while ago. We are currently investigating how we can make the chat transcript timestamp more consistent when chat is used in the Agent Workspace. We'll get back with more updates when we complete the investigation. 

Thank you for your patience!

-Rajat

0


I have the same problem unfortunately. It doesn't help us to analyze chat scripts ;-(

0


We just started using Chat and the first thing we noticed was the annoying UTC timestamps. I come here to find out how to change it and see it's been an outstanding issue since 2015!

We love Zendesk. This is a relatively straightforward fix, disappointing that it's 6 years on and no action. Anyhow, giving it an upvote. Hopefully not in vain.

0


I came across the same problem, in contact with the Zendesk chat, and the agent sent me links to discussions that took place in 2018, we are in 2021 and so far no official answer, this is said to be the best tool on the market, leaving your customers with no return on a problem to YEARS.

1


Is there any update on this topic?

0


Sign in to leave a comment.

Didn't find what you're looking for?

New post