How can support managers use Radar for Zoho Desk effectively?

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. 
  1. 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. 
  2. 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. 
  3. Radar's customer insights not only help you understand your customers and business better but also track the workload and performance of your agents. 
  4. 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. 
  5. 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.  
  6. 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:
  1. customers respond to tickets,
  2. a colleague changes a ticket property or responds to a ticket
  3. you’re assigned a ticket 
  4. someone mentions you in a comment or status 
  5. an agent from another department updates a ticket status in your department
To view notifications, perform this step:
  1. 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:
  1. On the bottom bar of the app, tap the Bell (  ) icon.
  2. Choose Exceptions.
To configure benchmarks for metrics, perform the following steps:
  1. On the bottom bar of the app, tap the Bell (  ) icon.
  2. Tap the more options (  ) icon.
  3. Choose Configure Exceptions.
  4. Enable the metrics for which you want to configure exception alerts, using the respective toggle buttons. 
  5. Tap the setup icon next to the toggle button.
  6. 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:
  1. On the bottom bar of the app, tap Menu ) > Agents ).                         
  2. On the upper-right side of the Agents screen, tap Online.
    All online agents are 
    listed immediately. 
  3. 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:
  1. On the bottom bar of the app, tap Menu ) > Views.
  2. Tap Unassigned Open Requests and choose a request.
  3. 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:
  1. On the bottom bar of the app, tap Menu ) > Feeds.
On the Feeds screen, you can:
  1. Post a message by tapping the Add icon (  ) on the upper-right side.
  2. Add comments to tickets.
  3. Mention (@) agents in your status; the agent(s) you mention will receive a notification.
  4. Get notified when an agent mentions you.
  5. 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:
  1. On the bottom bar of the app, tap the Menu icon (  ).
  2. Tap Departments.
  3. Tap the drop-down arrow next to the name of the portal.
  4. In the menu that appears, tap the name of the portal you want to switch to.

To switch between departments, perform the following steps:
  1. Tap the  Menu icon (  ).
  2. Tap Departments.
  3. 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:
  1. On the bottom bar of the app, tap Menu (  ) > Dashboards (  )

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