Feature Request: Harmonize the timezone principles of the reporting tools

8 Comments

  • James Peterson

    Hi Brennan,

    Thank you for taking the time to post your feedback.  In order to gain a bit more context into your needs and the timezones that are used in Zopim.  In your case, do all of your agents work within the same timezone?  If that were the case, it would make more sense to use one timezone for everything, but what happens in the case where two agents are working in different timezones?  Whose timezone should be used for those, or should all data always be displayed in the agent's timezone?

    Expanding on that situation, what happens if an admin that is viewing data in analytics exports that data in his timezone, and another admin exports the data in his timezone.  Again this will be conflicting.  Then if we add in visitors that are in another timezone altogether and receiving transcripts of the chat, how should they see the data?

    Unfortunately this is not much of an answer, but I hope you can come to see the complexities involved.  I think the product team has developed the product in the way you see now to bring some logic to the way that data is represented, even if it does present some inconveniences.

    I'd be happy to hear more of your thoughts about this.

    -- James Peterson

     

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  • Brennan Valenzuela

    "In your case, do all of your agents work within the same timezone?  If that were the case, it would make more sense to use one timezone for everything"

    • I agree. We are all in the same timezone. It's not the user that is creating the discrepancy, it's the tool. Zopim uses different timezones depending on what you select and non are editable.

    I'd love to have the home page, analytics and history all use Eastern Time, but Zopim doesn't provide the setting to adjust.

     

    This feature request is to harmonize all sections of Zopim to use one universal (editable) timezone.

     

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  • Scott Sieck

    It just blows me away that zopim/zendesk can not follow this diague pertaining to time zone issues.

     

    It is very simple. if my operation is eatern USA all of my chats should be time stamped as eastern time. I could care less if the customer is in Singapore for the purposes of actually tracking chants and emails.  

     

    This should be a very easy fix. As other have noted allowing zendesk user to select a different time zone in the example of a multi location operation, makes the audit trailing of a dialogue less confusing.. ie if I start at chat at 9 am in NTC  my office should see the chat orginated on NYC time and thus they response fro LA 3 hours later.

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  • Scott Sieck

    here's a current example.. as you can see the reference of 01:30 PM UTC means zip to me . It should correlate to the 9:21 EDT time.

    mimi

    Apr 13, 9:21 AM EDT

    Private note

    Chat started: 2017-04-13 01:20 PM UTC
    Served by: Jennifer

    IP: 97.104.50.226
    User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/57.0.2987.133 Safari/537.36
    Country: United States
    City: Melbourne
    URL: https://dots.rezdy.com/catalog/38234/orlando-airport-mco-dab

    The chat transcript will be appended when the agent or visitor leaves the chat.

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  • Aswin Kannan

    Also, the automated email reports is a joke on Zendesk Chat. It is hard-coded as UTC. I'm getting the number of chats happening from 12 AM UTC to 11.59 UTC. I need it for my account time-zone (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. I'm tired of explaining this to the support agents and product managers.

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  • Nicole - Community Manager

    Hi Aswin - 

     

    Your feedback has been heard and this request is definitely in the team's awareness. 

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  • Debbie Singson

    I have to agree with what has been said. All of my people ARE in the same time zone. The time stamps on our chats make it nearly impossible to know when that chat came in. It will say 3:15 pm UTC when it is actually 9:15 am MST. We are really struggling to make sense of this. It looks like half our chats are coming in the middle of the night.

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  • Tony

    New ZenDesk client here, and frustrated as well re: time zones.

    However, if I may toss in my two cents, maybe it will help ZenDesk developers:

    1) When measuring the effectiveness of agents, we need to see the agent's local time. Yes, my company's locations are all located in the same time zone, and yes, we only serve customers in the same time zone, but having managed people working in multiple time zones, this is what I recommend: 

    - Report the chat time as local agent time. Agents are scheduled to work during their local time (no one says, "hey I want you to work 12:00-5:00 GMT/EDT/MST" we just say "12:00-5:00". It doesn't matter what the local time is for the online visitor, because we will adjust agent times to cover heavier time periods within the time frames we want to staff people... and we schedule people based on their local time.

    - If the chat time (local time) is different than the corporate office ("account settings time"), that is no big deal because we already are accounting for that for those agents in every other aspect of their employment.

    I am curious to know if my proposed solution makes sense to other ZenDesk users.

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