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Timestamp in chat transcript in UTC

Simon

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 ?

25 Comments

  • Ivan Petrusevski

    Yes timezone change in the email transcripts should be a configurable option.

     

    It is very confusing when reading the chat transcripts.

     

    Please add this as option it will be very nice for the customers and the users.

    5
  • Christina Fountain

    Hey ZD - this is causing some issues for us as well - can you please help me figure out how to change the time zones for all of our tickets/comments to central time zone.

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for the feedback Christina and Ivan. There is another thread on the same topic here: https://zopimsupport.zendesk.com/hc/en-us/community/posts/210661147-Chat-log-recorded-in-Zendesk-has-incorrect-Timezone

    Currently, there is no option to change the timezone for the chat transcript added to the Zendesk ticket. I agree the inconsistency is not good and can be confusing to the end user/visitor. 

    We are in the process of planning for 2017 and I will make sure this gets brought up. If/when we have something to share, you will be notified.

    Thanks,

    Ramin

    2
  • Joelle Quinn

    This is needed as it is confusing.

    2
  • Christina Fountain

    Any update on this? 

    2
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Right now, we are hoping to tackle the required changes in the 2nd half of 2017 but not confirmed yet. I will update you all when we have a clearer idea on when the developers will look into this.

    -Ramin

    3
  • Chris Nicholson-Doyle

    This would be extremely good for us. We have received some feedback on confusion for this. Seems like a small thing but it would be very helpful.

    1
  • Mark Lawrence

    This needs to be done. Our time stamps for our location are out up to 11 or 13 hours depending on daylight saving settings.

    Very confusing and seems like a very simple requirement.

    1
  • Dennis Best

    When will this bug be fixed? This has caused a lot of confusion for us.

    1
  • Amber Martin

    Agree!! Up Vote!! Please Fix This!!!

    1
  • Nicole S.
    Zendesk Community Team

    Hey Amber - 

    Please be sure to use the voting buttons on the original post to register your vote. 

    1
  • Rodrigo Sagredo Berrios

    Hi Nicole!

    We are on 2019 and the problem remains the same...

    Any solution soon?

    2
  • Tricia Ho

    Any updates on this?

    1
  • pstrauss

    This is a big issue for us, and causes significant confusion for our agents. What's the latest on getting a fix for this?

    1
  • Cameron Greenfield

    Is there any plans for changing this in the future?

     

    0
  • Client Care 1

    Kindly need your help to fix the timezone issue, as it is very crucial and make our clients as well as our agents confused, is there any plan to update and solve this issue soon?

    1
  • Justin

    +1

    1
  • Stacey Horowitz

    I find this very concerning especially as we are sending a copy of the transcript to our end users (customers), they know they spoke with us at a certain time and this could be confusing to them for the transcript to be in a different time zone. Why is this so difficult to set. We have the correct timezone settings in Support, Chat (dashboard), etc.

    1
  • Yanika Fenech

    I have the same issue. Timezone is not showing as it should when emailing the transcript to a customer. I had several complaints in relation to this issue

     

    spoke to them on chat and told to me raise it here so the product manager will look into it, which is ridiculous since there are similar posts from 5 years ago and the issue is still there. 

     

    This needs to be fixed ASAP 

    1
  • JISL

    i want email chat transcript in UTC+5.30 (my timezone) , but receiving wrong time. its confusing to our team.

    its my humble request update this to people timezone not by your server time.

    & this already in dashboard, just update in email .....thats all.

    1
  • JISL

    set email transcript timezone according to user location OR user should have option select drop down list of timezone for getting email  transcript

    0
  • Jess D
    • Edited

    This is really disappointing that this setting has not been changed. It has been raised 5 years ago! You have so many clients around the world and it should be customisable to the account's timezone.

     

    0
  • JISL

    still no update, very bad service, email transcript still showing UTC+00.

     

    PLEASE SET BY CUSTOMER TIMEZONE

     
    1
  • steph williams

    It is confusing to our agents, would be very helpful to have this on the roadmap.

     

    Thank you

    -1
  • JISL

    please update email timezone , wrong development by your development team. i think they forgot to set email by customer timezone. remind them.

    0

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