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.
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