How can I use different timezones in outbound messages depending on which team handles the case?

Last Updated -

Overview

Your Desk.com reply theme is a template within the Admin section of your Desk site that defines the look and feel of your outbound emails.

How it Works

In the default reply theme, you'll find this code: 

{{email.send_at | in_time_zone: site.timezone | date: "%I:%M%p %Z"}}

If your Desk.com site is set to Pacific time (Admin > Settings), the liquid variable site.timezone in the above code renders as "Pacific Time (US & Canada)". Thus, the timestamp shown in emails to your customers is in Pacific Time.

While it's not possible to have this timestamp show in the end-user's local time, you can add custom code to your reply theme to show timestamps in different timezones depending on the case's Group, like this: 

{% if case.group.name = "East Coast" %}
  custom_timezone = "Eastern Time (US & Canada)";
{% elsif case.group.name = "West Coast" %}
  custom_timezone = "Pacific Time (US & Canada)";
{% else %}
  custom_timezone = site.timezone;
{% endif %}


Then, wherever you have a timestamp rendered, you'll use this new variable you've created (custom_timezone), like this: 

{{email.send_at | in_time_zone: custom_timezone | date: "%I:%M%p %Z"}}

To save you time, click here to grab a sample reply theme with this pre-configured solution.

Just copy, paste, adjust, and go!

Available Timezones


Name

UTC Offset

American Samoa

UTC -11:00

International Date Line West

UTC -11:00

Midway Island

UTC -11:00

Hawaii

UTC -10:00

Alaska

UTC -09:00

Pacific Time (US & Canada)

UTC -08:00

Tijuana

UTC -08:00

Arizona

UTC -07:00

Chihuahua

UTC -07:00

Mazatlan

UTC -07:00

Mountain Time (US & Canada)

UTC -07:00

Central America

UTC -06:00

Central Time (US & Canada)

UTC -06:00

Guadalajara

UTC -06:00

Mexico City

UTC -06:00

Monterrey

UTC -06:00

Saskatchewan

UTC -06:00

Bogota

UTC -05:00

EST

UTC -05:00

Eastern Time (US & Canada)

UTC -05:00

Indiana (East)

UTC -05:00

Lima

UTC -05:00

Quito

UTC -05:00

Caracas

UTC -04:30

Atlantic Time (Canada)

UTC -04:00

Georgetown

UTC -04:00

La Paz

UTC -04:00

Santiago

UTC -04:00

Newfoundland

UTC -03:30

Brasilia

UTC -03:00

Buenos Aires

UTC -03:00

Greenland

UTC -03:00

Mid-Atlantic

UTC -02:00

Azores

UTC -01:00

Cape Verde Is.

UTC -01:00

Casablanca

UTC +00:00

Dublin

UTC +00:00

Edinburgh

UTC +00:00

Lisbon

UTC +00:00

London

UTC +00:00

Monrovia

UTC +00:00

UTC

UTC +00:00

Amsterdam

UTC +01:00

Belgrade

UTC +01:00

Berlin

UTC +01:00

Bern

UTC +01:00

Bratislava

UTC +01:00

Brussels

UTC +01:00

Budapest

UTC +01:00

Copenhagen

UTC +01:00

Ljubljana

UTC +01:00

Madrid

UTC +01:00

Paris

UTC +01:00

Prague

UTC +01:00

Rome

UTC +01:00

Sarajevo

UTC +01:00

Skopje

UTC +01:00

Stockholm

UTC +01:00

Vienna

UTC +01:00

Warsaw

UTC +01:00

West Central Africa

UTC +01:00

Zagreb

UTC +01:00

Athens

UTC +02:00

Bucharest

UTC +02:00

Cairo

UTC +02:00

Harare

UTC +02:00

Helsinki

UTC +02:00

Istanbul

UTC +02:00

Jerusalem

UTC +02:00

Kyiv

UTC +02:00

Pretoria

UTC +02:00

Riga

UTC +02:00

Sofia

UTC +02:00

Tallinn

UTC +02:00

Vilnius

UTC +02:00

Baghdad

UTC +03:00

Kuwait

UTC +03:00

Minsk

UTC +03:00

Nairobi

UTC +03:00

Riyadh

UTC +03:00

Tehran

UTC +03:30

Abu Dhabi

UTC +04:00

Baku

UTC +04:00

Moscow

UTC +04:00

Muscat

UTC +04:00

St. Petersburg

UTC +04:00

Tbilisi

UTC +04:00

Volgograd

UTC +04:00

Yerevan

UTC +04:00

Kabul

UTC +04:30

Islamabad

UTC +05:00

Karachi

UTC +05:00

Tashkent

UTC +05:00

Chennai

UTC +05:30

Kolkata

UTC +05:30

Mumbai

UTC +05:30

New Delhi

UTC +05:30

Sri Jayawardenepura

UTC +05:30

Kathmandu

UTC +05:45

Almaty

UTC +06:00

Astana

UTC +06:00

Dhaka

UTC +06:00

Ekaterinburg

UTC +06:00

Rangoon

UTC +06:30

Bangkok

UTC +07:00

Hanoi

UTC +07:00

Jakarta

UTC +07:00

Novosibirsk

UTC +07:00f

Beijing

UTC +08:00

Chongqing

UTC +08:00

Hong Kong

UTC +08:00

Krasnoyarsk

UTC +08:00

Kuala Lumpur

UTC +08:00

Perth

UTC +08:00

Singapore

UTC +08:00

Taipei

UTC +08:00

Ulaan Bataar

UTC +08:00

Urumqi

UTC +08:00

Irkutsk

UTC +09:00

Osaka

UTC +09:00

Sapporo

UTC +09:00

Seoul

UTC +09:00

Tokyo

UTC +09:00

Adelaide

UTC +09:30

Darwin

UTC +09:30

Brisbane

UTC +10:00

Canberra

UTC +10:00

Guam

UTC +10:00

Hobart

UTC +10:00

Melbourne

UTC +10:00

Port Moresby

UTC +10:00

Sydney

UTC +10:00

Yakutsk

UTC +10:00

New Caledonia

UTC +11:00

Vladivostok

UTC +11:00

Auckland

UTC +12:00

Fiji

UTC +12:00

Kamchatka

UTC +12:00

Magadan

UTC +12:00

Marshall Is.

UTC +12:00

Solomon Is.

UTC +12:00

Wellington

UTC +12:00

Nuku'alofa

UTC +13:00

Samoa

UTC +13:00

Tokelau Is.

UTC +13:00