Chat log recorded in Zendesk has incorrect Timezone

Answered

21 Comments

  • Ramin Shokrizadeh

    Hi AndrewJ,

    Thanks for the post around using different timezones. Currently, parts of Zopim like chat transcripts or email reports use UTC/GMT instead of the account's timezone setting.

    I agree that it is confusing and that ideally the customer facing chat transcript timestamps should be based on the visitor's timezone.

    Currently, we have no plans to change this behaviour for the next 4-6 months. If/when we decide to make any changes to how timezones are represented on chat transcripts/email reports, we will let you know.

    Thanks,

    Ramin

    2
  • Harish Chilbule

    Thanks @AndrewJ for sharing your feedback.

    The timestamps shown in the chat transcript history are in UTC and there is note at the top of the chat transcript ticket comment which reads like "Chat started: <datetime> UTC" indicating the same. 

    Do you see this as an issue? What would you expect here for your customers?

    1
  • Andrew J

    @Harish Chilbule

    The timestamps in the Zopim chat history are localised - ie. UTC+12 for us.  It's just the transcript when posted in Zendesk (and maybe in mailouts - which we don't use)

    IMHO - clients don't care for timestamps a lot, and definitely not for whatever UTC is.  11:00 PM is 11:00 PM for most users.  

    It is a problem putting this in front of clients, there is the potential for confusion both for the client, and for a non-savvy agent (a good number of ours wouldn't have a clue what UTC is)

    But more simply it goes against a key business principle - consistency.

    Ideally for us, it should show in correct localised time, or alternatively, not show the timestamp in the Zendesk record.

     

     

    3
  • Andrew J

    Interestingly - Zopim's own chats when converted to ticket do not show the chat history - therefore incidentally avoiding the timestamp issue.

    1
  • Spencer Schmerling

    This isn't a new feature request, this is a bug. Showing the wrong time zone in a chat could not possibly be how this system was designed, could it?

    1
  • Brennan Valenzuela

    I believe in another thread, Ramin said they will look at using only one time zone in 2017.

    2
  • Amber Martin

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

    2
  • Sudhanshu

    Is it fixed

    0
  • Rasmus Kjeldgaard

    Not for all I guess, I still have UTC timezone in ticket history on my accounts

    3
  • Rodrigo Sagredo Berrios

    Hi people!

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

    3
  • Kyle K.

    This bug is still occurring and is causing confusion, wasting everyone's time. Please fix it!

    2
  • Kyle Paulson

    I am in agreement with the above request. My name is also Kyle. Having two Kyle's tell you to fix something should never happen. Please fix this three years ago.

    4
  • Christian Hudson

    I agree %100 with Andrew. Either it should be in localised time for the user, or it shouldn't be shown at all. The mere presence of the wrong time there will cause more issues for us than it would ever solve.

    3
  • Nicole - Community Manager

    Hi all -

    The product team remains interested in fixing this, but has not yet been able to prioritize it. Please continue contributing to this thread to help gain traction for this request.

    0
  • Mark Altosaar

    ...would love to see this corrected as well. Unfortunately it has been a deal-breaker for a client.

     

    Even better would be if we could adjust it on a per-brand basis.

    3
  • Rodrigo Sagredo Berrios

    Hi Nicole.

     

    "...The product team remains interested in fixing this..."

    Really? After more than 3 years?? 

    mmhh...

    3
  • Fabian Czajkowski

    I quite honestly can't understand how this has been overlooked this long. It is probably a few (or single) line(s) of code simple, and is a huge PITA to deal with. Can you imagine the headache it is to work with chats in multiple time zones, and on top of that do maths (albeit simple) for every timestamp? Or handling reports that never quite match with history?

    It's a team manager's nightmare.

    2
  • Kyle Paulson

    In agreement with the above sentiments since my last post 4 months ago. My team and I are still wanting a fix on this.

    2
  • Adedayo Oduneye

    Please this issue should be fixed ASAP. It’s really confusing. For audit, quality evaluation, reporting purposes and data analysis. The information spooled from Zendesk analytics must align with time zone. Please work on it. 

    3
  • Kyle Paulson

    Agreed! Please fix! Thank you!

    1
  • Tim

    This needs to be fixed. With the default being UTC0 and having no ability to update this the reporting is useless to us. We are currently in the process of reviewing chat vendors and have found that there are a wide range of vendors who provide a comparible set of features but do not have this very basic limitation.

    0

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