Why Zendesk Timestamps Differ from UTC
Why do Zendesk timestamps not match UTC in the agent interface?
Zendesk timestamps in the agent interface may not match UTC due to time zone conversions. Zendesk stores all data in UTC, including emails and ticket events. However, the agent UI converts these UTC timestamps to the user's current time zone. This means that timestamps can appear different based on the user's time zone settings.
For instance, if an agent in Pacific Time updates a ticket at 10 am on a Friday, and Daylight Savings Time changes over the weekend, the timestamp might show as 11 am on Monday. The actual update time in UTC remains unchanged, but the display adapts to the agent's time zone. This behavior is specific to the agent UI and does not affect the API or reporting, which maintain the original UTC timestamps. For more details, you can refer to theoriginal article.
More related questions
How does Daylight Savings Time affect Zendesk ticket timestamps?
Daylight Savings Time can cause Zendesk ticket timestamps to appear off by an hour. Zendesk stores timestamps in UTC, but the agent interface converts them to the user's local time zone. When Daylight Savings Time changes, the displayed time may…
Does Zendesk API use UTC timestamps?
Yes, the Zendesk API consistently uses UTC timestamps. Unlike the agent interface, which converts timestamps to the user's local time zone, the API retains the original UTC timestamps. This ensures that any data retrieved via the API reflects the…
Why do Zendesk timestamps change after Daylight Savings Time?
Zendesk timestamps may appear to change after Daylight Savings Time due to time zone adjustments in the agent interface. While the underlying data remains in UTC, the display adapts to the user's current time zone. For example, an update made at 10…
How does Zendesk handle time zones in ticket updates?
Zendesk handles time zones in ticket updates by converting UTC timestamps to the user's local time zone in the agent interface. This means that the displayed time for ticket updates will reflect the time zone of the agent currently viewing the…
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