The issue is that the current product seems to use the Servers time for working out when a desk is open for WebChat or not, however because the server can only have one time this causes errors in a multi-time zone operation.
For example in the current product versions the following is true: if our support automation server is set to UTC and our opening hours are set to 9am to 5pm and our clients are set to UK British Summer Time (GMT+1) then when a client tries to WebChat at 9:30am the server will believe its 8:30am and will give a desk closed error. For customers in Finland (+2 hours) or Russian (+4 hours) the problem is magnified yet more.
This is a European example but we suspect the same problem must exist for East Coast / West Coast / Mountain Time zones in the US.
This issue was raised as a support request but advisement was this was by design so we are now submitting the Idea that this design needs amendment so as to enable web chat in support automation honour any offset between the client’s time zone and the server time zone