Helpdesk emails shows time in GMT

AAshcroft

I noticed today that helpdesk emails use GMT as the time zone for when comments are made, and there does not appear to be a way to change it. Is this intended for trans-timezone ticketing?

GlennD

Hi @AAshcroft,

GMT is used when the system can't determine a better time zone for the recipient. There is no dedicated Helpdesk setting for it; the zone used in each email depends on who's receiving it:

• Agents: the time zone from their own GoTo profile (Admin → People → User Details → General → Time Zone). If it's empty there, the email falls back as below. This is the one thing you can actually configure.
  
• End-users who emailed in without an account: the zone is inferred from their mail client's UTC offset on the first email they sent. Not visible or editable.
  
• Recipients with no record (e.g. CC'd external addresses), or when the above is missing: a hidden account-level default, captured once from the admin who first set up Helpdesk and not editable anywhere.
  
• If all of that is empty: UTC/GMT.