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We are finding that when requesters are logging into the helpdesk for the first time via the Google Account option, they are being created with a time zone of US rather than UK, yet if we manually create the requester accounts the time zone is set as UK.

 

I have been told this is because their Google accounts are set to a US time zone but having looked at our Admin settings for our Google Workspace, we can confirm that the locale time zone is set to UK.

 

Surely i’m not the only one having this issue?

Please check the time zone mentioned in Admin → global settings → ServiceDesk rebranding → time zone → ServiceDesk settings.
This time zone will be the default time zone for all new users created with the Time zone mentioned.

This could be a bug.

I remember experiencing this exact issue within our Trial period.  The Trial environment was later repurposed as the live Production environment and the issue appeared as if it went away all on its own.

I am not sure but in our case I believe the issue stemmed from when the Trial environment was first setup the Default Time Zone was set to US and later changed to the UK but this new setting was not being honored for subsequent new automated user setups.  Manual user setups were fine.

I’ve found a way to get round it with a Workflow Automator when a requestor submits a ticket.

 

Had to reach out to FreshWorks support for a bit of help.

 

Use a WebRequest to PUT time_zone in the requester’s profile when they submit a ticket or service request.

 

{
  "time_zone": "London"
}

 

The API endpoint string needed is: https://*tenancy*.freshservice.com/api/v2/requesters/{{ticket.requester.id}}​​​​​​

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