How can support managers use the Radar app effectively?
How can a support admin manage day to day operations using Radar?
Managing a help desk can be hectic as one has to deal with a surge in incoming tickets, distribute workload evenly among agents, handle SLA violations, deal with anomalies, and much more, all while trying to deliver satisfactory customer service. Radar by Zoho Desk is invaluable to managers and admins as it can help you manage your help desk more effectively and unlock its full potential.
- The Feeds functionality in Radar is ideal for tracking interactions, and ease communication and collaboration within your team. Using this functionality, you can supervise the daily activities of your team and step in when needed.
- Knowing the availability of agents is paramount for delivering seamless customer service. For instance, assigning tickets to offline agents may result in prolonged resolution time. In Radar, you can check the availability status (online/offline) of your agents and assign tickets accordingly to ensure faster resolution.
- Radar's customer insights not only help you understand your customers and business better but also track the workload and performance of your agents.
- Through exception handling, you can define standards for metrics, and receive notifications when there is a deviation from the pre-defined benchmarks. Since Radar provides instant exception alerts, you can take the right action at the right time and prevent anomalies from marring customer satisfaction.
- Dashboards are a manager's best friend when it comes to tracking the overall performance of a team/department. They help you understand performance-related data better and make better decisions. Choose the dashboards that matter the most and get going.
- Using the Daily Toast functionality, you can choose to get notified about the number of open, overdue, and unassigned tickets at a given time of the day. This way, you can assign unassigned tickets to the right agents and ensure that overdue tickets get resolved swiftly.
Will I be notified when tickets are resolved?
Yes, you will be notified when tickets are resolved.
Additionally, you will also be notified when:
- customers respond to tickets,
- a colleague changes a ticket property or responds to a ticket
- you’re assigned a ticket
- someone mentions you in a comment or status
- an agent from another department updates a ticket status in your department
To view notifications, perform this step:
- On the bottom bar of the app, tap the Bell (
) icon. This action opens the notification screen.
Can Radar help me identify any possible bottlenecks in our support operations?
The exception handling mechanism in Radar can help you identify any possible bottlenecks that may have an adverse effect on your support operations. You can set benchmarks for certain metrics and choose to be notified when deviations from the said benchmarks occur.
To view exception alerts, perform the following steps:
- On the bottom bar of the app, tap the Bell (
- Choose Exceptions.
To configure benchmarks for metrics, perform the following steps:
- On the bottom bar of the app, tap the Bell (
- Tap the more options (
) icon.
- Choose Configure Exceptions.
- Enable the metrics for which you want to configure exception alerts, using the respective toggle buttons.
- Tap the setup icon next to the toggle button.
- Set the criteria and tap Apply Changes.
How do I check if an agent is online?
While assigning tickets, the availability of agents plays a crucial role because assigning tickets to offline agents may result in prolonged response and resolution times, which ultimately disappoints customers.
To check the availability of agents, perform the following steps:
- On the bottom bar of the app, tap Menu (
) > Agents (
).
- On the upper-right side of the Agents screen, tap Online.
All online agents are listed immediately. - You can also search for an agent using the search icon.
Note: Online agents are indicated by a green dot and offline agents, by a red dot.
How do I assign tickets to an agent?
To assign tickets, perform the following steps:
- On the bottom bar of the app, tap Menu (
- Tap Unassigned Open Requests and choose a request.
- Tap the assign tickets icon (
) on the upper-right corner and assign the request to the agent of your choice.
How can I communicate and collaborate with my team?
The Feeds functionality is ideal for communicating and collaborating with your team. Using Feeds, you can keep up-to-date with all the interactions of your team and step in when required.
To access Feeds, perform this step:
- On the bottom bar of the app, tap Menu (
On the Feeds screen, you can:
- Post a message by tapping the Add icon (
) on the upper-right side.
- Add comments to tickets.
- Mention (@) agents in your status; the agent(s) you mention will receive a notification.
- Get notified when an agent mentions you.
- Filter the feeds.
How can I manage the support operations of multiple businesses using Radar?
You can monitor and manage multiple businesses by creating different portals or departments and switching between them. This practice relieves you from the tedious task of signing in and out of different business accounts. However, you can create and manage departments/portals only through the Zoho Desk web app. On Radar, you can only switch between different departments/portals to view their metrics.
To switch between portals, perform the following steps:
- On the bottom bar of the app, tap the Menu icon (
- Tap Departments.
- Tap the drop-down arrow next to the name of the portal.
- In the menu that appears, tap the name of the portal you want to switch to.
To switch between departments, perform the following steps:
- Tap the Menu icon (
- Tap Departments.
- Choose the department you want to switch to.
How can I make better data-driven decisions using Radar?
The dashboards in Radar can help you understand and analyze data better, thereby helping you make better decisions. The dashboards are designed in such a way that you can get a quick idea about the metrics at a single glance.
The dashboards available in Radar are as follows:
Name of the Dashboard | Purpose |
Overview | Provides an overview of ticket statuses and states, traffic analysis, ticket response time, and happiness rating. |
Ticket Status | Provides a detailed breakdown of ticket states, statuses, and average handling time ( overall and agent). |
SLA | Displays data related to SLA violations. |
Blueprint | Displays Blueprint-related data, such as average time per Blueprint, and frequency of state and transition occurrence. |
Phone Agent Availability | Displays the availability of agents who provide support through the phone channel. |
Call | Displays the number of incoming, outgoing, answered, missed calls, unwanted calls, and other call-related data. |
Customer Happiness | Displays data related to the customer happiness ratings received. |
To access dashboards, perform this step:
- On the bottom bar of the app, tap Menu (
)
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
What is the purpose of the Radar app and how do I get started?
How does Radar help in managing support operations in Zoho Desk? Radar has a myriad of features that are thoughtfully designed to help both customer support managers and agents manage their workload and track performance anywhere, anytime from the ...How can Radar help make better decisions related to customer support operations?
Which insights in Radar can help me manage day-to-day traffic/ticket flow? Radar offers a multitude of insights that can help monitor and manage your every day support activities in Zoho Desk. The different insight screens available in Radar are as ...How can support agents use the Radar app effectively?
What different ticket actions can I perform in Radar? You can perform a wide range of ticket actions, such as sending responses, adding comments and resolutions, and viewing ticket history and time entries in Radar. Additionally, you can tap the ...Understanding Other Dashboards in Radar
A Dashboard is an information management tool that translates complex data into graphical patterns that are easily understandable. It uses charts, graphs, and tables to bring important insights to light, helping people make informed decisions. ...Radar App for Managing Your Help Desk
Radar, a supplementary app to Zoho Desk, provides a quick overview of vital customer service stats. Using this compact app, both help desk managers/admins and customer support agents can easily manage workload and track performance anywhere, anytime ...
New to Zoho LandingPage?
Zoho LandingPage Resources