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In customer service, what makes you exceptional is how you handle the exceptions—those requests that don't easily fit into pre-defined boxes. But how can you proactively catch those exceptions when you're away from your desk?
 
Introducing Radar - a highly-customizable mobile app from Zoho Desk that combines the power of data with the convenience of an app. We built it for people like you, to enable businesses like yours to create meaningful customer experiences from wherever you are.  
 
View critical data in real-time
 
Radar displays vital customer stats in simple, easy-to-read dashboards for agents and managers. Support leaders can keep tabs on metrics including Live Traffic, Resolution Times, and Happiness Ratings from wherever they are. Agents can choose to keep tabs on their Open and Overdue tickets, via Radar's 'Daily Toast'–a summary of personalized stats delivered to you daily. The app also offers all the static dashboards available on the desktop version of Zoho Desk.
 
Make the unpredictable, predictable
 
Anomalies are tough to spot when you're looking at a large amount of data. Radar cuts through the clutter by notifying you about exceptions right away. You can set pre-defined limits to metrics, like First Contact Resolution or Response Time. Any deviation from the threshold values will trigger an alert within seconds. With Radar, accurate and timely course correction is just a tap away.
 
Customize to your preferences
 
Most support teams are made up of many different roles and responsibilities. Growing businesses need apps that are flexible and customizable, without compromising on quality. The Radar Store is a marketplace of add-ons and modules, accessible within the Radar app. It presents support leaders and agents the unique opportunity to build the app they need, block by block. As new features are built, they are published to the store, giving users the option to add to their existing stack of capabilities based on their needs.
 
Work from anywhere you go
 
Radar brings the Team Feed right to your fingertips, so you don't miss a beat. Agents can reply to tickets, chat with peers, execute Blueprints and fulfill their daily functions without being tied to their desks. Managers can stay on top of monitoring daily activities and step in to supervise or conduct damage control if required.
 
The Radar app is fully functional and live on the Google play store, as well as the Apple app store. For more information about the app, please refer to this help document. If you have any questions, feel free to email us at support@zohodesk.com or post them in the comments below.

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Happy ticketing!
 
Cheers,
Team Zoho Desk

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Is this design to replace the other Zoho Desk mobile app?

  • 4 years ago

Not to replace the Zoho Desk mobile application, Nigel. Radar is inclined towards the metrics and stats—in addition to the other ticketing functionalities—related to various critical areas, including ticket resolution time, customer happiness, live traffic, and individual agent stats. Each stat is updated in real time and displayed on a dedicated screen on the app, providing specific insights that lead to effective decision-making.


Regards,
Ash | Zoho Desk

  • 4 years ago

how to launch-activate this functionality in desk?

  • 4 years ago

If you're looking for a way to try out this app, you can download the Radar Application from Google play store and Apple app store, Mogomotsi.


Regards,
Ash | Zoho Desk

Is radar functionality only mobile? Is there a desktop version of Radar?

  • 4 years ago

Yes, Gerald. Radar is a mobile application, and we haven't planned for a desktop version yet.


Regards,
Ash | Zoho Desk

  • 4 years ago

I don't see who would use a App to look at this kind of data.
If you are running a bigger company and want insights in your teams performance i don't see the benefit of sitting on a mobile and look at this.

The idea of Radar is nice, but wont be useful until you have a desktop version.

  • 4 years ago

In addition to the reports and dashboards we work on in the Zoho Desk browser version, this application would be handy and would help the managers and the like to oversee the metrics deftly from the mobile anytime, Mikkel. It also encompasses other functionalities for the agents—like, viewing and commenting on the ticket, replying to the customer, etc.,—besides anamoly prediction and stats.


Regards,
Ash | Zoho Desk

  • 4 years ago

This is nearly useless without a desktop app. As the supervisor of a help desk team, I work from my computer all day - never from my phone except to check a quick Slack message or email away.

That said, does this provide anything outside of what the dashboards and reports built into Desk already provide?

  • 4 years ago

The Radar application helps you deftly leaf through tickets and other stats even while you're away from the desktop, Philip. As stated in my previous comment, this app would also prove useful to work on the tickets, oversee live traffic, predict anomalies, etc.,


Regards,
Ash | Zoho Desk

  • 4 years ago

Chiming with what others have said, this is useless to most users who are actively managing Help Desks since we spend 99% of our time at our workstations. Mobile apps of this caliber are essentially useless in the real world. I would be interested to know what type of user feedback or requests Zoho has been receiving to think mobile insights integration was a top priority, when the dashboards and reports themselves could use a major overhaul.

  • 4 years ago

The intent of the mobile application is to make the data and stats accessible from any remote place, Steve. As seen on the Play Store reviews, users are happy that the app helps them to keep track of their teams' work outside business hours and stay on top of the escalations. In case you have any concerns with the reports or dashboards, feel free to elaborate on that front so we can look into the suggestions and act on them accordingly.


Regards,
Ash | Zoho Desk

My radar does not load. Its just freezing. 

  • 4 years ago

We shall keep you updated in the other topic you've posted for the same conundrum, Masilonyane.


Regards,
Ash | Zoho Desk

I've installed and used it several times, and to be honest, it is pointless. I still end up in the Zoho Desk app on phone if i'm working remote, or opening the laptop.

As an example, I attempted to use it to demonstrate stats in a management meeting, and still had to get the laptop out and go to Anayltics. This could be so much more useful to Zoho Desk users if implemented as a "Public Dashboard" tool that could be displayed on a TV in the office, but in its current guise, it seems like one of your development team woke up one morning with an "idea" and spent time building it without actually checking it was something that customers could use, rather than reviewing the requests made by your customers and implementing those to make the product more usable.

In summary, it looks nice, but in the real world doesn't provide us with any real, tangible benefits over the existing platforms.

  • 4 years ago

I concur that the Zoho Desk application can be of benefit to work on the tickets, Paul. Incidentally, Zoho Analytics integration or the native Zoho Desk Reports and Dashboards would help to manifest the Public Dashboard and in the event of meetings.

Nevertheless, we have received prodigious feedback on the app-stores that the users like the experience and feel this application enables them to be on the ball of all updates happening around the team. This would also be of profound help when you want to get a deft glimpse of the dashboards and metrics in the mobile when you're away from the office.

We certainly have plans to enhance it with an assortment of related functionalities to make this application robust and serve its purpose on a larger scale.


Regards,
Ash | Zoho Desk

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