Insights Reporting in Multiple Timezones

Not planned

15 Comments

  • Official comment
    Nicole - Community Manager
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    Hi all -

    Since we rolled out our new reporting tool, Zendesk Explore no additional features or functionality are planned to be added to Insights. If you would like to request any features or functionality for that tool, please share your thoughts in the Explore Product feedback topic

    Thank you as always for your feedback and participation!

  • Eike-Marie Eiting
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    Yes, we need this, too!

    5
  • Claire Smith
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    +1

    We have one team in the US, one in Australia and one in the UK and can not get the reports we need. This is causing serious issues for us

    3
  • Daniel Duan
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    We need this as well

    4
  • Tahir
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    We need this too!  We have offices across Asia, Europe and the US - and the reporting is impacted by the lack of multiple timezone support.

    4
  • Zac
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    I'd sign up for this! We can report on certain metrics based on business hours, like how many tickets were solved within SLA vs. outside SLA, but would like to determine # Tickets Solved By Agent Per Day based on the chosen timezone.

    It seems that if the timestamps would all be in UTC, this could be resolved through some simple math inside the GoodData system.

    3
  • Ren Atkins
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    +1

    This is a significant challenge for us, with a team in Australia and a team in South Africa.

    Even a workaround would be very welcome, as we really do need a complete South Africa shift in a daily report to effectively track performance. The value of reporting is null when we can't get visibility on a complete shift.

    3
  • Stephen Belleau
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    This is absolutely required for any international company. 

    1
  • David Stalker
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    I wholeheartedly agree with this as an urgently needed feature. Every company with multiple timezone locations would find this unquestionably valuable; avoiding mental arithmetic every single time you look at a report with times in it!

    I recently inquired of Zendesk as to whether it would be possible (as Zac suggested, above) to at least be able to create another column or row with a calculated result of time +/- no. of hours on an individual report basis and was told that it was not. 

    This does seem like a huge oversight and it's unfortunate that this issue hasn't been addressed or even commented on by Zendesk in over a year-and-a-half.

    1
  • Aswin Kannan
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    +100 from my end.

    This is really an urgent feature required for any company operating across the globe.

    1
  • Rhys Howells
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    +1 - WE NEED THIS TOO!

    We have a global CS operation and need to be able to report on localized performance. 

    This is a crucial metric that we should definitely be able to report on!

    1
  • Josh Cole
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    As a global company supporting multiple regions, manually converting time zones for performance reports has continued to be a pain point for our managers. We hope to see progress here.

    2
  • Yvonne
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    We desperately need this too - any workarounds that people have identified appreciated.

     

    0
  • Pedro Rodrigues
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    +7 (brands)

    1
  • Emersson Chinchilla
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    Hey Zendesk team!

    We really need this feature, global companies needs this to have a properly follow up, any update? it looks like companies has been asking this for years and there is no answer feom you guys!

    0

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