Timestamp in chat transcript in UTC


  • 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.

  • 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.

  • Ramin Shokrizadeh

    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.



  • Joelle Quinn

    This is needed as it is confusing.

  • Christina Fountain

    Any update on this? 

  • Ramin Shokrizadeh

    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.


  • 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.

  • 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.

  • Dennis Best

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

  • Amber Martin

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

  • Nicole Saunders
    Zendesk Community Manager

    Hey Amber - 

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

  • Rodrigo

    Hi Nicole!

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

    Any solution soon?

  • Tricia Ho

    Any updates on this?

  • Paul Strauss

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

  • Cameron Greenfield

    Is there any plans for changing this in the future?


  • 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?

  • Justin


  • 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.

  • 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 

  • 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.

  • JISL

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

  • Jess Donati

    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.


  • JISL

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



  • Stephanie Williams

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


    Thank you

  • JISL

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

  • Ran Simons

    Is there any update on this topic?

  • Julio Encinas

    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.

  • Martin Gleeson

    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.

  • Igor Czajkowski

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

  • 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!



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