Time zone flexibility

Answered

10 Comments

  • Ramin Shokrizadeh

    Hi Aswin,

    Thanks for the feedback, there are two other threads ongoing for the same topic: 

    https://chat.zendesk.com/hc/en-us/community/posts/208793838-Make-the-account-TimeZone-to-apply-to-the-entire-account-

    https://chat.zendesk.com/hc/en-us/community/posts/210314377-Feature-Request-Harmonize-the-timezone-principles-of-the-reporting-tools

    Fixing the timezone inconsistencies in the Chat product is something we want to tackle but cannot commit to it for the 1st half of 2017. We are aiming to begin looking into it in Q4 2017 but priorities may change down the road.

    -Ramin

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  • Rony

    Hi Ramin,

     

    Any update on whether this still falls into Q4 priorities? 

     

    Thanks

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  • Ramin Shokrizadeh

    Hi Rony,

    Unfortunately, its currently not on deck for the remainder of 2017. If that changes, I will let you know.

    Thanks,

    Ramin

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  • Aswin Kannan

    Honestly, I think the only response I see in EVERY community post is that "this is not in our bucket", "this is not a priority for us", etc. I don't seem to understand how the simple and IMPORTANT features can be seen as least important by such a big company like Zendesk.

    1. Admins cannot log out agents.
    2. Admins cannot re-order departments.
    3. We cannot end the chat for both parties.
    4. Reports are crippled with only UTC.

    What is the point of having a time zone to an account, if we cannot receive the reports for that time zone?

    I want to see hour-wise stats, agent performance, everything that the Analytics page provides me. But, when I schedule the reports it gives me the data for 12 AM UTC to 11.59 PM UTC, which is completely useless. I want them for 12 AM MST to 11.59 PM MST (as per my account settings).

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  • Sheldon Dickinson

    Extremely disappointing that this isn't being looked into.

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  • Aswin Kannan

    It's been almost a year, and Zendesk has not shown any concerns on this serious issue. I tried a chat with and explained my best, and all the response I get is that I need to use Excel formula and get the timezone converted. Well, that is NOT possible at all. Because, I'm getting the number of chats happening from 12 AM UTC to 11.59 UTC. I need it for 12 AM MST to 11.59 MST. This is not possible with Excel formulas, because the data itself is not there in the reports. I don't know how can I be more clear than this. Day by day regretting being a Zendesk user.

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  • Aswin Kannan

    What is the use of calling it "automatic" if it's hard-coded for UTC? I want my management to get these reports on a daily basis. I simply want an automatic report saying how many chats we did in our business day. Is it so much to ask? HOW HARD THIS CAN BE?

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  • Tony

    New client here. Same issue with regard to time zones. Chatted with ZenDesk who said they don't have the capability and when I asked if there was a way to submit a development request, I was given a link to this thread. Does ZenDesk monitor these posts?

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  • Ramin Shokrizadeh

    Hi Tony,

    We do monitor, read and respond to customer comments in the community reguraly.

    Although we have no plans for the remainder of 2018 to change the timezone behaviour, you can use Chat data in Insights to build scheduled email reports based on whatever timezone and schedule you want.

    You can learn more about Chat data in Insights here: https://chat.zendesk.com/hc/en-us/articles/360001440768-Chat-reporting-in-Insights-Measure-success-with-advanced-analytics

    -Ramin

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  • Tony

    Thanks for response. What I want is the transcript email to show local time as it does on screen. For example, I am looking at a chat executed last night at 6:18 pm Eastern time. That is the time zone I have the account set for. And the chat did happen at that time. When I look at the transcript on screen, it shows 6:18 pm. The email I got after the chat ended says 11:18. And emailing the transcript manually shows 11:18. If you can import the transcript, you should very easily be able to import the actual time displayed.

    That said, I do know how that would apply if my agent was in a different time zone. If that were the case, I think I would still want local time to be displayed in the transcript email.

    Thanks,

    TC

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