Zopim Timestamps
We use the chat / Zopim integration and currently when a ticket is created the time stamp logged in the Zopim chat is based on UTC +0. Would be nice to be able to select either customer time zone or agent time zone depending on an organizations needs wants.
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Hi Rossel,
Thank you for taking the time to post and share your feature request. Currently, Zopim uses UTC because it is more convenient when users from many different timezones view a chat to have it show in a common time to all. If the option were available, would you choose which time on every chat, or would you think it better to have an account-wide setting for all chats? Which option would you ideally choose?
Sincerely,
James Peterson -
I would want the time to be local to the person that chatted in. IE if I am in Winnipeg (Central Time) but I have someone that is chatting in from Calgary (Mountain Time) I would want the time to be reported in Mountain Time.
Does that answer your question?
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Hi Rossel,
Thank you for your response. By the way, what is the problem that is presented by the use of UTC? Does it make it harder for your agents to work, or perhaps it skews reporting? Could you describe how it is problematic and how you currently work to address the problem?
James Peterson
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I completely agree with Rossel. It's very confusing for both the agent and the end user. If the time cannot display the time zone of the recipient, then it should be removed completely.
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>what is the problem that is presented by the use of UTC?
Real people don't keep time in UTC. That's the problem. So every time we look at one of these chats, we have to do a conversion from UTC to our local time zone to have useful information about what time the chats came in. This is an important piece of information and we should be able to just read it in the ticket instead of having to do arithmetic to figure it out.
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Totally agree with Daniel.
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Hi Daniel,
That makes complete sense. One last question: if the timezone were in the end-users timezone, wouldn't that be similarly confusing for agents? They would have to convert to their timezone from the end-user's timezone, and in addition, they may not even be aware of what timezone the end-user was in. I don't disagree that it is difficult to do the conversion; I'm trying to understand what other problems might result if the timezone were changed to reflect the end-user's time.
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If it can only be one way or the other, I would vote for end-user time. In house, our agents can and do convert when setting up appointments to remotely connect with customers, or any other end-user interaction.
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James, I agree that using the end-user's time zone would create the difficulties you described. For that reason, my preference would be that Zopim have a configurable single time zone setting, like the rest of Zendesk, or that it simply obey the time zone setting that already exists in Zendesk. (Which is not to discount the possibility that Kelli or other users may have a good reason for wanting the end user's time zone) -
+1 to Daniel's suggestion. Are there any updates on this request?
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Also +1
Depending on where you are, Zopim uses three timezones, which makes life needlessly complicated.1. UTC in the Analytics
2. Your CPU timestamp in the Dashboard3. and the in chat timestamp that is set by selecting 'Timezone' under account settings
I prefer to be able to set the timezone for all three, but I'll take anything as long as Zopim picks one universal timezone across the product
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+1 to Daniel!! Please add support to set a default Time Zone.
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+1 to Daniel Mee
Why complicate things when they can be simple?
The default Time Zone for the chat timestamp should be the Account Time Zone!
Displaying the Zopim server time as a chat timestamp makes no sense to either the end user or the agent.
Please fix!
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Hey Zendesk,
What the answer about of this questions?
The history chat its so importante to keep the relation with the customers.
Wait for a contact.
Regards
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Hi Weverton,
The multiple timezone issue still persists in the product and we are gradually working on resolving it but it is a significant project in size and will take time. Once we have something to share with you, we will update the thread here.
Thanks,
Ramin
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Dear Zendesk Support team,
Need your help about UTC time, in history list at menu in our login and history chat transcript report sent by email is very different. Why?. Our setting is already valid in GMT+7 ( identical time ). Please fix this matter.
Thanks,
Dyah Ayu P
Ezytravel
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I want the system to default to the show the chat history ot the agent in the agent's time zone. If that is not a choice desired by all Zendesk users then allow the system to be configurable so that it can be set in account-level admin settings. All of my users would use it with the time set in the agent's time zone.
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+1
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+1
When I download the hourly report, I need to manually fix the time zone.
I hope to be able to select time zone and download reports. -
+1 to Daniel's point. The time zone stamp should be the local customer's time zone. Is there a fix to this yet?
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It's very confusing that the timestamp can't be relevant to each account. It makes the time stamp all but useless.
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This is very very confusing and does not make sense to me . When will it be fixed ?
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+ 1 for me!
This is very confusing and actually causing alot of problems for me with creating my team daily metrics.I am trying to get my agents ready time vs away time for chat %.
Our operating hours are UTC -5 and one specific agent works 3:30 PM - 12:00 AM.
When I go to pull her online time for the previous day it is continuously showing her as only being online for 2 hr 45 min. However if I wait a full 24 hours and check again the correct online time shows.
I spoke with Zendesk Chat Support as well as called in and was directed to this product feedback forum. Apparently (I dont fully know if this is true/understand) the issue above is caused by the reports being in UTC +0.
I need to send out my teams metrics daily (for the previous day) and I hate that I have to wait a full 24 hours to do this now because of this functionality.
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UTC timestamping is not convenient for us. Converting times manually is a pain.
We have set the timezone to UTC+8 under Zopim settings Account Timezone. But it still shows UTC timestamps on the chats. We have set up our Zendesk for UTC+8 and all tickets are correctly timestamped in our timezone. So Zendesk works really well. It's just Zopim.
I'm afraid this makes me feel that Zopim is out of step with Zendesk's great functionality, and development work needs to to be done to bring it in line with the rest of Zendesk. I hope this happens soon as we're increasingly in need of a good chat service.
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We are an agency. Currently, we are getting an email with time zone GMT +0 for our chat transcript.
We need chat time in local time GMT +5.30. So, we can see the accurate time of chat in an email.
It is must as of now. Let me know if anyone knows how can I set this?
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I have to agree with GMT +0 time stamping not being convenient at all.
This is bad experience and information from a customers' perspective and as a company we want to provide what should be deemed appropriate by us.
Since the customer is not aware of what policies is internal to the chat platform, it's very reasonable for them to see the timestamp being an error on the company's part and won't reflect well on quality.
There are quite a bit of other chat vendors who can give the local time stamps for the chat transcripts. Why is this being delayed or not looked into for this long? It would make sense to atleast have this as an option for the clients who want it.
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GMT+0 does not provide any accurate information for an agency. Timestamps should be the same as the account Timezone to display the time of conversation for the agency.
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GMT+0 provide inaccurate data information. Timestamps should depends on account Timezone. Please fix!
Moreover, Region & City also are inaccurate in your system. Please fix!
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I am using it in Japan.
GMT+0 provide inaccurate data information. Timestamps should depends on account Timezone. Please fix!
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+1
We use chat as a 'first line of defense' and once the chat transcript is routed to our Professional Services team they have to do all kinds of work to figure out when the client actually chatted us.
Please resolve this discrepency - it is decreasing your usability, and causing us extra work.
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