Chat log recorded in Zendesk has incorrect Timezone

Answered

36 Comments

  • Official comment
    Dean Kenny
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    Hi Team,

    To confirm — This is not a bug and It is expected behaviour to see the timestamp as UTC.

    The timezones we use for all products, including Chat can be found here: https://support.zendesk.com/hc/en-us/articles/115000353048-Which-time-zone-does-Zendesk-use-#Chat_timezone

    I totally understand all your use cases for consistent timezones are we are taking note of this thread for future improvements. 

    We have big plans for the product, but right now there aren't any plans to change this in the next 6 months.

    I will update this thread if this changes going forward.
    Thanks,

    Dean

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

    1
  • Spencer Schmerling
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    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?

    3
  • Brennan Valenzuela
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    I believe in another thread, Ramin said they will look at using only one time zone in 2017.

    2
  • Amber Martin
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    Agree!! Up Vote!! Please Fix This!!!

    3
  • Sudhanshu
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    Is it fixed

    -1
  • Rasmus Kjeldgaard
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    Not for all I guess, I still have UTC timezone in ticket history on my accounts

    4
  • Rodrigo Sagredo Berrios
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    Hi people!

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

    4
  • Kyle K.
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    This bug is still occurring and is causing confusion, wasting everyone's time. Please fix it!

    3
  • Kyle Paulson
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    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.

    5
  • Christian Hudson
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    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.

    4
  • Nicole - Community Manager
    Comment actions Permalink

    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
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    ...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.

    4
  • Rodrigo Sagredo Berrios
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    Hi Nicole.

     

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

    Really? After more than 3 years?? 

    mmhh...

    4
  • Fabian Czajkowski
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    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.

    3
  • Kyle Paulson
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    In agreement with the above sentiments since my last post 4 months ago. My team and I are still wanting a fix on this.

    3
  • Adedayo Oduneye
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    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. 

    4
  • Kyle Paulson
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    Agreed! Please fix! Thank you!

    2
  • Tim
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    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.

    2
  • Tricia Ho
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    3 years later and still not fixed? I would suggest either fix it or remove the timestamp entirely. Having no timestamp is better than the wrong timestamp.

    2
  • Flavio Lira
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    Commenting to help the thread gain traction

    2
  • Kyle K.
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    You would think this would get fixed considering it's a bug... but don't hold your breath. This is just a stop-gap method to acknowledge us. 

    2
  • Andrew J
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    This is not a bug. The info it shows is perfectly correct - just not great for user consumption. It clearly states that the timestamp is UTC.
    @brett, this needs to be looked at again. Either give the option to remove the timestamp, or change it so it read in local time zone. Simplest surely would be to just remove the time stamp entirely and just let the ticket comment time do it's job.

    2
  • Miles Dunn
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    Would like to add myself to this feature/bug request. It is confusing to our guests and our quality auditors. 

    2
  • Donato Dileo
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    Is there any news on that?

    Please need to prioritize!

    2
  • Kyle Paulson
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    I can't remember...I may have voiced my support for this months ago but forgot so I'm doing it again. :-)

    1
  • HELMINGER William
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    Raised in April 2016 with no action from Zendesk so far. Argh!!! Count me in for a solution to this bug.

    1

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