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Show client time differential in ticket replies



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When interacting with a client via support tickets, it can be super handy to know what time it is where they currently are located.

Therefore it would be nice to have in the admin area view when a client replies, it shows not only the time of their reply but also what time it likely is where they are and the hours differential.

4 Comments

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DAVIS commented 1 hour ago
Suggested Enhancement:
In the adminhttps://eaglercraftminecraft.org ticket view, when a client replies, display:
The timestamp of their reply
Their current local time
The time zone difference relative to the agent or system time

This additional information would improve communication timing, reduce needless follow-ups, and help agents manage expectations more accurately.
Gabriell Asger commented 1 week ago
Inferring timezone from an IP address or the nation on the Client Account Profile creates legitimate concerns, especially given the restrictions of messages imported from emails. Implementing such methods could provide partial solutions to the request, but the accuracy may vary. At Scratch Games https://scratchgames.bitbucket.io every instant presents an opportunity to uncover miracles.
Official Response
WHMCS commented 11th September 23
Hi there,
Thanks for taking the time to submit this idea.

PHP or HTTP does not have a way to determine a visitor's timezone. A visitor's timezone could potentially be inferred from their IP address (wouldn't work for messages imported from emails) or from the country on the Client Account Profile.

Would either of those potentially meet the needs of this request?
Websavers commented 13th September 23
That would do the trick - perhaps it could indicate that the time zone is estimated and provide the source in small text underneath it or as a tooltip.

Messages imported from emails could use the timezone embedded in the headers from the original connection to the first mail server, then use the IP address for ticket updates via Client Area. I suppose if, for some reason, neither option is available, it could then fall back to the client account profile location.