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NetHelpDesk Help Desk Software, UTC and supporting Global Timezones

Supporting your Customers successfully when they are situated in different time zones, is key as your company establishes new territories for your business. Let NetHelpDesk take the strain of service level agreements across different UTC timezones, and let your stats reflect the reality.

Even if you have Customers that operate in multiple locations, NetHelpDesk's tree view structure Customers and Sites breakout allows you to specify the UTC time zone at the Site Level.

So, how granular can this UTC Timezone thing go?

Let's say that your Customer is in the United States of America, but you are based in New York, but your Customer is in Los Angeles. You can set them up with an Area/Client of "Customer A" with a Site of Los Angeles, California.

You bill at the "Customer A" level, and the UTC zone is set at the "Los Angeles, California" level.

But let's say that Customer A doesn't only have a site in Los Angeles (PST or UTC-8), but also has one based in New York (EST or UTC-5). You still charge "Customer A" for all of the work, but your Service Level Agreement (SLA) with Customer A is to support them from 9am-5pm, Monday thru Friday. The New York office starts work three hours before the LA office does. NetHelpDesk takes care of this in the background, so your teams just carry out their work.

Specify at the "Los Angeles" level UTC-8, and at New York level UTC-5, and NetHelpDesk will take care of the SLA calculations for you. Even if you have teams who all start works in shifts, at different times, in your central location of Denver, Colorado (CST or UTC-6).

Even if their New York Office works completely different hours to the Los Angeles office, NetHelpDesk allows you to set the SLA at the site level too. See the separate page on this website that delves deeper into SLAs HERE.

As you can see, the site levels are kept separate from the Customer level, so the UTC settings won't impact billing or anything else that is covered by the Customer as a whole.

Here are some of the great UTC timezone features that you and your teams can benefit from:

Unlimited Timezone settings for each and every customer, as standard.
"Site" level customisation of timezones, so treat multiple sites under one customer differently.
All Timezones covered worldwide, so support all customers no matter where they are located!
Calculates your Service Level Agreement (SLA) timings for you, so you don't have to.
Apply different SLAs to different sites, that will calculate based on unique timezones.
Separate reports and statistics as required based on Timezones.

Our product has developed over many years based on Customer feedback, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Contact us to discuss with our team what you are looking for.

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