In focus: Profile permissions in Radar

In focus: Profile permissions in Radar

Hello everyone,



Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to business data—an operational nightmare that poses serious risks to data security.

Setting up profiles in your help desk solves this issue.
​
Profiles designate each user's role within the help desk. A user's profile defines what they can and can't do. They help control data dissemination, unwarranted changes, and assign responsibility.
​
For large teams, where each agent is tasked with different responsibilities, profiles can help them work efficiently without stepping on each other's toes.

The Radar app supports all default and custom profiles created in Zoho Desk. The profile permissions settings in Radar allow mobile administrators to decide and control which insights and functionalities of the app each profile has access to. 

​

Functionality groups in Radar

Based on their business purpose, Radar's features and functionalities are grouped into three categories: insights, productivity cards, and exclusives.

You can use Radar permissions to control a user's access to them.

Insights

Live traffic

Shows the number of incoming and outgoing tickets created in a given period, along with a graph that provides insights about peak and slack times of the day to inform planning. You can also filter and see the live traffic for each agent to monitor their performance and workload. 

Channel traffic

Shows the number of incoming and outgoing tickets for each channel, helping to identify the ones with the highest and lowest traffic for optimal resource allocation.

Current stats

Shows the number of tickets in the four pivotal ticket statuses: open, on hold, over due, and unassigned. This helps agents prioritize tickets that need immediate attention. 

Average handling time

Shows a snapshot of your business's handling time KPIs namely first response, overall response, and resolution time to help you maintain service quality and SLA compliance. 

First contact resolution

Shows the percentage and number of tickets closed with the first agent response. This helps you understand the nature and complexity of issues that your customers are dealing with. You can quickly access FCR tickets from here and use them to build your FAQs. 

Agents

Helps check an agent's availability to handle incoming tickets. You can also access an individual agent's details like personal details, performance stats, ticket queue, and achievements from this page, which simplifies ticket routing and performance monitoring. 

Customer happiness

The north star metric of customer support—the customer happiness score—tells you how effective your support is. You can view each rating and corresponding review from the customer using this insight, making it easy to decide on and deploy corrective strategies for bad reviews.

Daily trend

Shows the number of open, on hold, and closed tickets in a day or any other specific period, both numerically and graphically. This can help gauge the rate at which tickets are resolved and how efficiently your help desk functions. 

Productivity Cards

Views

Views are tickets grouped based on a particular criterion, such as my open tickets. They help agents access and handle tickets in an organized, systematic way. The quick view screen in Radar comprises all the default and custom ticket views to help agents locate tickets they want to work on quickly. 

Team feeds

A social media-style collaboration platform where agents can discuss ticket resolution techniques, celebrate wins, and engage in camaraderie.

Dashboards

A dashboard is a graphical representation of business stats, metrics, and KPIs that transforms complex data into easy-to-understand, actionable insights. It's an indispensable component of the decision-making toolkit. You can access all prebuilt and custom dashboards and create your own custom dashboards from this card in Radar. 

Instant messaging

This card is a microcosm of the web IM module. You can use it to provide IM support in true instant messaging style.

Activities

This is where you access and track all your calls, tasks, and events.

Radar exclusives


📈Exception handling

Define the ideal standards for critical help desk KPIs such as average handling time (AHT), customer satisfaction score (CSAT), and first contact resolution (FCR) and get notified in real time when a deviation occurs for proactive action.


🗞️Daily toast

Start and end your day with a digest on the help desk; set up Daily Toast to receive notifications about your help desk's operations and performance at your preferred time every day. 

🛡️Text and video content protection

Prevents the breach of data via methods such as text copy, screenshots, screen recordings, and more. 

 

Advantages

😀Improved app experience

With people seeing only what's necessary, the application will feel clean, clutter-free, and easier to navigate. 

⚔️Simplified change management

Profiles help regulate the number of people who can make changes and handle tickets, reducing unnecessary modifications and responses. 

🔐Tightened security and privacy for data

By making customer information and business insights accessible only to the required people, profiles help safeguard sensitive data. 

Use Cases

Here are some example scenarios where Radar profile permissions can be applied:

Scenario 1

In a tourism company, where customer service is integral but not the sole business function, the board of directors requires access to high-level help desk data for informed decision making, but they don't need to delve into the nitty gritty. The mobile supervisor profile achieves this in Radar by giving them access only to insights like traffic and dashboards. 

Scenario 2

In the banking sector, a company hires contract agents to tackle increasing ticket volumes during the fiscal year-end. The support manager of the company doesn't want these part-time agents to glean information on business performance. For this, he disables their access to all insights except ticket views, which allows them to focus completely on answering queries.

How do you set up profile permissions in Radar?  Follow the steps detailed in our help document.

The feature is available on both IOS and Android. Give it a try and let us know what you think in the comments below. 

Download links


For queries, contact support@zohodesk.com


Regards
Madumitha P | Zoho Desk

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    • Recent Topics

    • Best way to start zoho inventory with bulk openning stock

      We are already using zoho book since long time for cars trading company. Now to streamline more, would like to import the excel data of closing stock of inventory to zoho inventory and to start on. Since we need to track each VIN (unique vehicle id number)

    • Service Reports.

      Hello Team, I have a requirement to create multiple service reports for a single AP. That means, in one AP I have 5 service line items, and all line items are linked to assets. Once I complete the AP, I want to generate 5 individual service reports, one

    • Blueprint enhancements - Parallel and multiple transitions, and more

      Last modified on Sep 4, 2023: All Zoho CRM users can now access these enhancements. Initially, these features were available only on an early access basis and by request. However, as of August 2, 2023, they have been made available to all users in all

    • Item Bulk Edit - Allow for Reorder Level

      We're implementing a process for using the Reorder Level field for Items, and I have to go through and add this value to a huge chunk of our Items. It's driving me bonkers that I have to do this individually through the UI rather than bulk updating. It

    • Zoho CRM || Unable to Bulk Assignment of Territories for Contacts

      Dear Zoho CRM Support Team, I hope this email finds you well. We recently performed a bulk upload of Contacts into Zoho CRM using the official sample Excel template downloaded from the CRM. The upload itself was completed successfully; however, we encountered

    • What's New in Zoho Inventory | August – October 2025

      Hello customers, The last quarter has been incredibly productive! We've released a powerful slate of new features and enhancements in Zoho Inventory designed to give you better control, greater efficiency, and expanded functionality across your inventory

    • Disable Zoho Inventory Tracking / Delink Zoho Books & Inventory

      We have integrated zoho inventory with zoho books? Now after a long time, we want to disable inventory tracking and delink these 2 modules. Zoho says we cant do it. Anybody else going thru the same ? Any possibility at all? Why does zoho not allow to

    • Tracking Non-Inventory Items

      We have several business locations and currently use zoho inventory to track retail items (sales and purchase orders). We were hoping to use zoho inventory to track our non-inventory items as well (toilet paper, paper towels, etc). I understand that we

    • Price Managment

      I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

    • Set Warehouse based on Vendor

      Greetings. I would like to set automaticaly the Warehouse based on the Vendor. Context: I am working on an adaptation of a Purchase Order to be used as a Quotation. I have defined that when a user has to raise a quote the Vendor will be "PROCUREMENT" I would like to set the Warehouse to a predefined value when "PROCUREMENT" is set as Vendor. I have tried to do with the Automation feature using the Field Update option, but Warehouse does not is listed as a field. Can you help? Thanks in advance.

    • How to add interviews through API

      I'm trying to add an interview without much luck. The documentation gives examples of adding just about everything except an interview. However, the issue might be the way I'm formatting it, because the documentation is unclear to me. It seems as if the xml should be passed in the url, which seems unusual. I've tried the data as both plain and character escaped, but nothing seems to work, nor do I even get an error response. https://recruit.zoho.com/recruit/private/xml/Interviews/addRecords?authtoken=***&scope=recruitapi&version=2&xmlData=<Interviews> <row

    • Auto tagging

      Some of the articles I enter into Notebook get there when I enter them in Raindrop.io and IFTTT copies the articles in Notebook. When this happens the notes are tagged but instead of useful one word tags with topic the tag pertains to the specific article

    • How do I save audio files to my PC that I record into Zoho Notebook from my phone?

      I was thinking of using Zoho Notebook as a way to store composition ideas, as well as for other things if it can handle this. For this to be useful for me though, I need to be able to have an easy way to download those audio files to my PC, either individually

    • Search mails in shared mailbox

      Hi everyone, is there a way to search mails in shared mailbox's? Search in streams or mail doesn't return anything from mails in shared mailboxes. Thanks! Rafal

    • Kaizen #186 : Client Script Support for Subforms

      Hello everyone! Welcome back to another exciting Kaizen post on Client Script! In this edition, we’re taking a closer look at Client Script Support for Subforms with the help of the following scenario. " Zylker, a manufacturing company, uses the "Orders"

    • Writing SQL Queries - After Comma Auto Suggesting Column

      When writing SQL Queries, does anyone else get super annoyed that after you type a comma and try to return to a new line it is automatically suggest a new column, so hitting return just inputs this suggested column instead of going to a new line? Anyone

    • Introducing Multiple Sandbox Types and Support for Module's Data Population

      Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone,  Sandbox in CRM is a testing environment for users to create and test new configurations like workflow

    • Convert invoice from zoho to xml with all details

      How to convert an Invoice to XML format with all details

    • Importing into the 'file upload' field

      Can you import attachments into the file upload field. I would expect it to work the same way as attachments do, But can't seem to get it to work.

    • Sync your Products Module for better context.

      In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort.    Some things to note when syncing the two:

    • Where is the desktop app for Zoho Projects???

      As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

    • CRM verify details pop-up

      Was there a UI change recently that involves the Verify Details pop-up when changing the Stage of a Deal to certain things? I can't for the life of me find a workflow or function, blueprint, validation rule, layout rule ect that would randomly make it

    • Does Zoho Writer have Dropdowns

      I want to add a drop down field in Zoho writer. Is this possible?

    • Optimum CRM setup for new B2B business

      Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I have

    • Multiple header in the quote table???

      Hello, Is it possible in Zoho CRM to add multiple headers or sections within the Quote product table, so that when the quote is printed it shows separate sections (for example “Products” and “Services”)? To clarify, I’m asking because: This does not appear

    • openUrl in blueprints

      My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logically

    • Dropshipping Address - Does Not Show on Invoice Correctly

      When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

    • Prepayment of a sales order

      How does everyone handle this common (at least it is common for us!) situation? We require all our orders to be fully prepaid before shipment since we manufacture made to order, custom products. Since ZOHO does not allow a sales order to be prepaid, we are forced to create an invoice at the time an order is placed to allow the customer to pay it. Our sales category is therefore skewed, since the sale was actually booked at the time an order was placed, rather then at the time it is shipped, which

    • Access to Specific Zoho Desk layout for external parties

      Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries.  How to achieve it in the easiest way possible?

    • Deposit on a Sales Order

      Good day, 100% of my business is preorders, no inventory. I am trying to run away from QB for one of my businesses, but I require two options that I don't seem to find with Zoho Books. 1 - If there is a way to apply a deposit on a sales order, as with

    • How Does Knowledge Base Search and Article Recommendation Work?

      Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determine

    • Bulk Delete Attachments

      Is there a way to bulk delete attachments on the form entries? our storage is full and deleting files one by one is pain taking process.

    • How do I sync multiple Google calendars?

      I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I can

    • Ability to Disable System Banner Messages in Chat Flow Control

      Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement related to the system banner messages in Zoho SalesIQ chat flow control. Current Behavior: SalesIQ allows configuring various automatic banner/system messages such as: Waiting

    • How do you do ticket add ons in Backstage?

      Hi Everyone, If you wanted to have general admin tickets and allow for add ons, like camping, or car or Carbon offset. What would you do? Peace Robin

    • Idle Chat Reminders for Agent-Handled Conversations

      Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Idle Chat Handling functionality in Zoho SalesIQ—specifically for chats that are handled by human agents after a bot-to-agent transfer. Current Behavior: In Zobot settings,

    • Layout Adjustment.

      Hello Latha, Hope you are doing well. I wanted to check with you about adjusting the layout columns in the Service Report from the backend, as currently there is no capability for us to customize the layout from our end. Below is the output that I am

    • Snapchat

      Are there any plans to add Snapchat to Zoho Social or is there any API that we can use to integrate into Zoho.

    • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

      Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

    • Zoho Sign "An unexpected error occured" when clients trying to sign documents

      We are unable to have clients sign our documents. When attempting to complete the process an error appears saying "an unexpected error occured" and in the document history just shows "signing failure." We are at a complete standstill with no response

    • Next Page