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I would like to recommend that Freshdesk add a Date/Time field to the list of available custom fields to prevent the backend from converting to the wrong date for analytics.  Currently, when using the custom Date field (without time) it is converted by the backend to UTC (date) time and the time defaults to DD Mmm 00:00 AM.  When the date is pulled into analytics, the time is converted to the agent’s timezone. Depending on the agent’s location, the date may be converted to one day prior resulting in inaccurate analytics dates. 

Example:

Transaction date: 15 Feb 2022

Backend sets date to UTC 15 Feb 2022 at 00:00 AM

Conversion from UTC to to Agent’s EST (-5 hours):

   15 Feb 2022 at 00:00 AM - 5 hours = 14 Feb 2022 at 07:00 PM

I’ve seen issues like this in other products like MS Power automate/flow - it seems to be a common issue in many products. Upvoting this!


I completely agree that having a proper Date/Time field would be a valuable addition to Freshdesk. In the meantime, there are some workarounds you can consider, such as:

  • Using a combination of custom fields: Create separate custom fields for "Date" and "Time" (if the time is crucial for your analytics). This won't offer a single Date/Time field, but it can provide a more granular approach.
  • Data manipulation in reporting tools: Depending on your reporting tools, you might be able to manipulate the date and time data after it's exported from Freshdesk.

While searching for solutions online, I came across this website discussing time zone conversions and date/time manipulations. This resource might be helpful for working with date and time data in general, even outside of Freshdesk.


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