Users with an Administrative profile can install the extension from the Zoho Marketplace. During installation, you must set up the following details:
General settings: You can select the departments for which the extension will be installed. This will allow only the concerned users from a particular department to use the extension. Also, you can provide access to the selected or all profiles. For example, you can provide Assistant Manager and Field Agents from the Services and Maintenance Department access to the extension so that they can manage ticket assignments quickly and effectively. Note, Admins can create new profiles anytime and provide access to those profiles when installing the Geolocation extension. See also, creating a profile in Desk.
Agents must share their live location via the Radar app for you to be able to track their location within the Desk portal. Apart from location sharing, the Radar app provides agents with an overview of vital customer service stats, like Live Traffic, Channel Traffic, and Happiness Ratings. The app also helps agents to identify tickets that need urgent attention.
After installing the Radar application, your agents must sign in to the app using their Desk credentials. From there, they can activate Geolocation for the Zoho Desk extension in the Radar store to share their live location. Agents can choose to share their live location for 15 minutes, 1 hour, or 8 hours. They can also select the Until you turn this off option, if they don't want to set time limits for live location sharing.
You can quickly track and assign support tickets to agents within the ticket's detail view as a separate subtab on the web interface.
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