Why Are the Timestamps in the Staff Control Panel Logged One Hour Late Than the Timezone?

Overview

You might have noticed the timestamp of actions logged in the Staff Control panel such as ticket creation time is one hour late than the actual time of the timezone set within. 

Solution

If daylight savings time (DST) is in effect on the timezone you have selected, you need to tell your Kayako Classic  Instance to adjust the time accordingly. To do this, you need to enable automatic DST detection.

NOTE: You need access to the staff control panel with "update staff profile" permission to perform the steps below.

1. Log in to the Staff Control Panel.
2. From the Home tab, click My Preferences from the top navigation bar.
3. Under the Profile tab, select Yes on the 'Daylight savings time detection' option.
4. Click Update to save the changes.

Keep in mind that administrators can set a default helpdesk timezone from the admin control panel (Admin CP > Settings > Date and time). Unless staff and users specify their own respective timezones (from the same location described in the above steps), this default helpdesk timezone will be used. Hence, if you are using the default timezone, you also need to enable automatic DST detection from the admin control panel to prevent this problem from happening.

To do this, navigate to Admin CP > Settings > Date and time, then select Yes on the 'Automatically detect daylight savings time' option.

NOTE: You need admin access with "manage helpdesk settings (system-wide settings)" permission to configure the date and time settings.