Martin Carew

As part of the SSO that we use for Zendesk (via our own SSO), we include the users iana time zone in the JWT but Zendesk doesn't read or store from that field. I really don't want another custom field and with customers in over 150 countries but they all show as in the company-set time zone (mountain time)!!

is there any reason why it is not possible to update a users iana_time_zone at login by including it in the JWT? This is really frustrating as we hold all this info in our own databases but all users are placed in the same one as the company which is not great when your users/customers are in over 150 countries worldwide.

We would like to see the user fields on the Ticket view. Currently the ticket field shows the requester and I would like to see the custom ID number field that the user has in the User Object on the ticket itself. Currently our agents have to click the Users name from the ticket to be able to see this which adds unnecessary steps. This request is a simple and basic relational database 101 thing to resolve (a join) and should not require an agent to lose time clicking all over the place to find a specific User field that is needed for all tickets