Customer context: Agents in different locations experience different times displayed on their panel, despite using a common system/database time.
Customer: Why do each of my agents see different times in their panel?
Answer: The system/database time doesn't change, but it is presented differently to each agent based on their timezone. This means that each agent sees the ticket "created" time in their specific timezone that is populated from agent's PC time zone. However, the API always uses the server time.