Setting up Radar permissions
Note: Only support administratiors can setup Radar Permissions
An agent does not need access to all data in a help desk application to carry out their responsibilities. While autonomy is essential for efficiency, unrestricted access can lead to confusion, errors, or even security risks. A junior agent answering basic queries doesn’t need access to business insights. Similarly, a team lead managing agent performance shouldn’t be bogged down with administrative settings. With Radar permissions, you define who can access what—giving agents the tools they need while keeping sensitive information protected. This ensures that agents can focus on their tasks and collaborate harmoniously without overstepping boundaries.
This article will walk you through setting up Radar permissions for different profiles:
Feature Groups
Features in Radar have been grouped into four categories: insights, ticket management tools, Radar-exclusive features, or developer space based on their functionality. All features except text and video content protection will be enabled by default in all profiles. You can disable the ones you deem superfluous.
Insights
Analytic data essential for performance monitoring.
- Live traffic
- Channel traffic
- Current stats
- First contact resolution (FCR)
- Average handling time (AHT)
- Agent stats
- Daily trend
Read this article to learn more about insights.
Ticket Management
All tools needed to handle tickets efficiently.
- Quick view
- Dashboards ( for better understanding read: static dashboards, other dashboards, custom dashboards )
- Instant Messaging (IM)
Radar Exclusives
Features only available in the Radar app for on-the-go support and management.
- Text content protection: controls access to "Do not allow text copy" and "Hide content in recent app" settings.
- Video content protection: controls access to the "Do not allow screenshots and screen recording" setting.
User Profiles
Profiles are a user's designation in the help desk. They help assign responsibility and control access. Profiles enable agents to work efficiently without getting in each other's way.
There are three default profiles
Support administrator
The profile with the most authority—the support administrator can access and modify all records and settings. This profile has permission to access and manage Radar by default.
Agent
This profile generally contains users who interact with customers to handle their issues. We recommend that you allow this profile to access all features in the ticket management section. Features in other sections can be enabled according to your business needs.
Light agent
The light agent profile has read-only access to records and can only post private comments in tickets. Employees who need to be in the loop of customer interactions without partaking in them are added to this profile. Example: Admins add new agents who are still learning the ropes to this profile. Developers and marketers can also be a part of this profile as they don't have to reply to tickets, but they still need to read them to understand customer pain points. We recommend that you give light agents access to views and feeds from the ticket management section.
In addition to default profiles, you can also create custom profiles to match your organization's structure. This should be done in Zoho Desk web.
Custom Profile Examples
Board member
Defines business objectives and takes part in high-stakes decision-making. Needs to know the big picture to make informed judgements. You can help them with access to high-level business insights and dashboards.
Human resources personnel
Keeps track of agent availability, attendance, and performance for appraisal and promotions. You can give them access to agent stats and other performance metrics.
Steps to set up Radar permissions
- Open the Radar for Zoho Desk app.
- Tap the setup icon (
) in the bottom band.
- Tap Radar Permissions.
- Select the desired default or custom profile.
- Toggle the required cards.
Your settings will reflect instantly.
For queries, contact support@zohodesk.com
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