In Freshdesk I have a saved report, which displays all time entries logged for the prior week, for myself and my employee. The report groups these by customer, and I export these entries to a .XLSX file, which is then processed through our accounting system.

Each week I simply edit this report. Using this past week for example, I would select the start date as 11/25 12:00 AM and then the end date as 12/1 11:59 PM. However, if I’m running this report later in the morning, afternoon, or say later in the week, the report will include a portion of time entries from 12/2 in the report. Similar behavior also happens when changing the date range to “Today” or “Yesterday” from the Date Range drop-down. If I enter a time entry at 9PM for 1 hour of work and choose the date range of “Today”, it only shows 1 hour. If I change the date range to “Yesterday” I then see all of my time entries from during the day.

I have checked the time zone setting to make sure that it is correct, but it’s almost as if the analytics resides in a separate time zone. I also suspect that there’s a cutoff time around 8PM EST, in which time entries are maybe closed for the day and posted, but unsure. Any idea what would cause this? My biggest issue is with the export process I described, I have to manually filter out all time entries that are out of range from my custom date range, and delete those rows from my .XLSX file. This is manual work and gets worse the busier we get, and due to the potential of human error, I could accidentally delete an incorrect line in my export which would result in a customer not getting billed (could be as much as $800 in that case).