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Ticket Update Timestamp Fixed over Relative



Posted Feb 11, 2025

Overview

As a Zendesk administrator or process manager, I would like to see timestamp changes from day of week (if in the past 7 days) to the date and time and follows as you scroll for longer updates.

 

Problem Addresses

Some ticket creations or updates result in long streams and scrolling back and forth to remind of the time. The relative time while not difficult to overcome takes unnecessary time to convert. Copying and pasting into another document results in the relative time rather than the information available when you hover over it which is more accurate. For example, if a date was 5 days ago but it spans a month change, you now have to remember how many days were in that month to accurately know the date.

 

Frequency

Around once a week when reviewing times for issues or confirming order of actions taken by a person. 

 

Workaround

None. Living with it.

 

Solution

The timestamp for the event follows as you scroll until you reach the next event.  The timestamp being the date and time rather than relative time could be visible on event log, determined by an account settings, or by a profile setting. I understand some people may like the relative time, so being able to control it is optimal, but the fixed time seems most useful when auditing ticket events.

 


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2 comments

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Sydney Neubauer

Zendesk Luminary

+1 we run into this issue as well if you copy and paste ticket content as it says ‘Yesterday’ which does not help for historical record. And when troubleshooting tickets, trying to find the impacted time range/date, takes time as you have to hover to see the date and time

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Shawna James

Community Product Feedback Specialist

Hey Monica,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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