In focus: Profile permissions in Radar

In focus: Profile permissions in Radar

Hello everyone,



Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to business data—an operational nightmare that poses serious risks to data security.

Setting up profiles in your help desk solves this issue.
​
Profiles designate each user's role within the help desk. A user's profile defines what they can and can't do. They help control data dissemination, unwarranted changes, and assign responsibility.
​
For large teams, where each agent is tasked with different responsibilities, profiles can help them work efficiently without stepping on each other's toes.

The Radar app supports all default and custom profiles created in Zoho Desk. The profile permissions settings in Radar allow mobile administrators to decide and control which insights and functionalities of the app each profile has access to. 

​

Functionality groups in Radar

Based on their business purpose, Radar's features and functionalities are grouped into three categories: insights, productivity cards, and exclusives.

You can use Radar permissions to control a user's access to them.

Insights

Live traffic

Shows the number of incoming and outgoing tickets created in a given period, along with a graph that provides insights about peak and slack times of the day to inform planning. You can also filter and see the live traffic for each agent to monitor their performance and workload. 

Channel traffic

Shows the number of incoming and outgoing tickets for each channel, helping to identify the ones with the highest and lowest traffic for optimal resource allocation.

Current stats

Shows the number of tickets in the four pivotal ticket statuses: open, on hold, over due, and unassigned. This helps agents prioritize tickets that need immediate attention. 

Average handling time

Shows a snapshot of your business's handling time KPIs namely first response, overall response, and resolution time to help you maintain service quality and SLA compliance. 

First contact resolution

Shows the percentage and number of tickets closed with the first agent response. This helps you understand the nature and complexity of issues that your customers are dealing with. You can quickly access FCR tickets from here and use them to build your FAQs. 

Agents

Helps check an agent's availability to handle incoming tickets. You can also access an individual agent's details like personal details, performance stats, ticket queue, and achievements from this page, which simplifies ticket routing and performance monitoring. 

Customer happiness

The north star metric of customer support—the customer happiness score—tells you how effective your support is. You can view each rating and corresponding review from the customer using this insight, making it easy to decide on and deploy corrective strategies for bad reviews.

Daily trend

Shows the number of open, on hold, and closed tickets in a day or any other specific period, both numerically and graphically. This can help gauge the rate at which tickets are resolved and how efficiently your help desk functions. 

Productivity Cards

Views

Views are tickets grouped based on a particular criterion, such as my open tickets. They help agents access and handle tickets in an organized, systematic way. The quick view screen in Radar comprises all the default and custom ticket views to help agents locate tickets they want to work on quickly. 

Team feeds

A social media-style collaboration platform where agents can discuss ticket resolution techniques, celebrate wins, and engage in camaraderie.

Dashboards

A dashboard is a graphical representation of business stats, metrics, and KPIs that transforms complex data into easy-to-understand, actionable insights. It's an indispensable component of the decision-making toolkit. You can access all prebuilt and custom dashboards and create your own custom dashboards from this card in Radar. 

Instant messaging

This card is a microcosm of the web IM module. You can use it to provide IM support in true instant messaging style.

Activities

This is where you access and track all your calls, tasks, and events.

Radar exclusives


📈Exception handling

Define the ideal standards for critical help desk KPIs such as average handling time (AHT), customer satisfaction score (CSAT), and first contact resolution (FCR) and get notified in real time when a deviation occurs for proactive action.


🗞️Daily toast

Start and end your day with a digest on the help desk; set up Daily Toast to receive notifications about your help desk's operations and performance at your preferred time every day. 

🛡️Text and video content protection

Prevents the breach of data via methods such as text copy, screenshots, screen recordings, and more. 

 

Advantages

😀Improved app experience

With people seeing only what's necessary, the application will feel clean, clutter-free, and easier to navigate. 

⚔️Simplified change management

Profiles help regulate the number of people who can make changes and handle tickets, reducing unnecessary modifications and responses. 

🔐Tightened security and privacy for data

By making customer information and business insights accessible only to the required people, profiles help safeguard sensitive data. 

Use Cases

Here are some example scenarios where Radar profile permissions can be applied:

Scenario 1

In a tourism company, where customer service is integral but not the sole business function, the board of directors requires access to high-level help desk data for informed decision making, but they don't need to delve into the nitty gritty. The mobile supervisor profile achieves this in Radar by giving them access only to insights like traffic and dashboards. 

Scenario 2

In the banking sector, a company hires contract agents to tackle increasing ticket volumes during the fiscal year-end. The support manager of the company doesn't want these part-time agents to glean information on business performance. For this, he disables their access to all insights except ticket views, which allows them to focus completely on answering queries.

How do you set up profile permissions in Radar?  Follow the steps detailed in our help document.

The feature is available on both IOS and Android. Give it a try and let us know what you think in the comments below. 

Download links


For queries, contact support@zohodesk.com


Regards
Madumitha P | Zoho Desk

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

      • Recent Topics

      • Zoho Calendar not working since a few days

        Hey there, first off a minor thing, since I just tried to enable the Calendar after reading this in another topic (there was no setting for this though) : For some reason my current session is showing me based in New York - I'm in Germany, not using a

      • 【Zoho CRM】CRM for Everyoneに関するアップデート：関連データ機能

        ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、CRM for Everyoneの新機能「関連データ機能」をご紹介します。 関連データ機能は、あるタブのデータを別のタブに柔軟に関連付け、異なるタブで管理されている情報を1か所にまとめて表示できます。 たとえば、組織タブとチームタブのデータを関連付けることで、必要な情報に効率よくアクセスでき、顧客理解を深めながら他チームとの連携もスムーズに行えます。 目次 1. 関連データの設定方法

      • Zoho Books

        How do I manually insert opening balance?

      • Profit / margins on Sales orders / Invoices / Estimates

        When we select an SKU or item name in any of these documents, much info such as invoice.line_items.rate is pulled from the item & filled into the document being worked on. If we had another lineItem DB field (hidden) auto filled at the same time: invoice.line_items.purchase_rate

      • Inventory to Xero Invocie Sync Issues

        Has anyone had an issue with Invoices not syncing to Xero. It seems to be an issue when there is VAT on a shipping cost, but I cannot be 100% as the error is vague: "Unable to export Invoice 'INV-000053' as the account mapped with some items does not

      • How to activate RFQ? What if a price list has ladder price for items?

        Where can I find the option to activate request for quotation? How does it work? If the item has ladder price, does it gets calculated depending on how many items are in the cart?

      • Mailk got blocked / Inquiry About Email Sending Limits and Upgrade Options

        Dear Zoho Support Team, My name is Kamr Elsayed I created this account to use for applying for vocational training in Germany. As part of this process, I send multiple emails to different companies. However, after sending only 8 emails today, I received

      • Can't join canal Developers Zoho User

        Hello, I received an invitation to join this channel, but I get an error when I try to join it, and I get the same error when I go to the Zoho Cliq interface > Search for a channel. Is this because I don't have a license linked to this email address?

      • Desk Email reply - set default font / use custom font

        Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font is

      • PDF Templates - Checkbox Borders

        Is there a way to remove the border of a radio/checkbox on a PDF? I'd like to use the function of checkbox but if there's no easy way to remove the border (the PDF form already has a rectangle so it gets cluttered), then I'm forced to create a single

      • Zoho CRM's custom views are now deployable from sandboxes

        This feature is now available for users in the AU, JP, and CN DCs. New update: This feature is now available for users in CA and SA DCs. Hello everyone, We're excited to announce that you can now deploy custom views from sandboxes to your production environment

      • Generate a link for Zoho Sign we can copy and use in a separate email

        Please consider adding functionality that would all a user to copy a reminder link so that we can include it in a personalized email instead of sending a Zoho reminder. Or, allow us to customize the reminder email. Use Case: We have clients we need to

      • UK MTD reports concerning turnover and cerash accounting

        Hi I am a sole trader, and I have just started with Zoho Books in order to comply with the new HMRC requirements. I use 'cash basis' - which I understand to mean that income is when the cash comes in (not the invoice date) and expenses are when they are

      • Settings Icon No Longer in ZOHO Desk?

        In ZOHO desk, there has been a gear icon for settings. as of yesterday, it is no longer there. I showed up briefly this morning but is gone again. Anybody else experiecing this?

      • Introducing the all-new email parser!

        Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,

      • Tip #43 - Track, Review, and Analyze Your Assist Sessions with Reports-'Insider Insights'

        Did you know you can generate detailed reports for both remote support sessions and unattended access sessions in Zoho Assist? This makes it easy to monitor technician activity, measure efficiency, and review customer interactions. Let us now take a closer

      • Function #20: Custom calculation in item table of invoices

        When you create an invoice in Zoho Books, the 'Amount' of a line item is typically calculated as the product of the "Quantity" and the "Rate" of the item. For instance, if an item has a sales rate of $50 and a quantity of 5 is sold, then the amount would

      • Can we generate APK and IOS app?

        Dears, I want to know the availability to develop the app on zoho and after that .. generate the APK or IOS app  and after that I added them to play store or IOS store.. Is it possible to do this .. I want not to use zoho app or let my customers use it. thanks 

      • CBSA - GST CHARGES on imports

        Hi there, We have a questions about landed cost categorization. We received a shipment from overseas. CBSA invoiced us for the GST on the items. Now we entered the CBSA-GST as a separate bill and attached it as landed cost to the main invoice based on

      • Simplified Call Logging

        Our organization would like to start logging calls in our CRM; however, with 13 fields that can't be removed, our team is finding it extremely cumbersome. For our use case, we only need to record that a call happened theirfor would only need the following

      • Sub form doesn't as formula field

        Is it possible to get formula field in sub form in futures?

      • Week date range in pivot table

        Hello, I need to create a report that breakouts the data by week.  I am using the pivot table report, and breaking out the date by week, however the date is displayed as 'Week 1 2014' format.  Is there anyway to get the actual dates in there? ex. 1/6/2014-1/12/2014 Thanks,

      • How do I get Status History data of my Projects?

        I want to build a table in Zoho Analytics that Groups by Date, when Projects entered a certain status. I cannot find Status History or any such useful data available in the Setup of my Data Source sync. Please advise how I can achieve this?

      • Is it possible to hide fields in a Subform?

        Since layout rules cannot be used with Subforms, is there another way, or is it even possible, to hide fields in a subform based on a picklist fields within said subform? For example, if the Service Provided is Internet, then I do not want to see the

      • Weekly Tips :Instantly find what you need with Attachment Viewer

        Your inbox must be packed with project emails, shared notes, and scattered attachments. You are looking for one specific file—a presentation slide or maybe a media clip from a team update—but don’t want to dig through endless email threads or switch between

      • Putting Watermark on Zoho Sheet

        Can this be done?

      • Missing Zoho Desk integration option for form workflows

        According to the help page "Configure Zoho Desk integration in form workflows" we should be able to select Zoho Desk as an integration target but when I open the integrations list then Zoho Desk is not being listed in it. We are on the Premium plan which should already support Zoho Desk integrations.

      • Gantt for 2 or more projects

        Hello, I'm trying the free version of your produtc. It is veryyy good!!!! I don't know if in the Standard plan, I can overview a Gantt Graph for 2 or more Projects Milestone. This would be very helpfull for managing teams and taking decisions about who I will assign a task to. In the paid plan Do I have this possibility? Thank you.

      • Integrating a Zoho Project Gantt Chart into Reports

        Is is possible to integrate a Zoho Project Gantt Chart into a Zoho Report Dashboard. I am in the process of creating Project Status Dashboards for the projects that we track in Zoho Projects and I would like to incorporate the gantt chart within Reports.  Please let me know! Thanks

      • ZOHO BOOKS - EXCESSIVELY SLOW TODAY

        Dear Zoho Books This is not the first time but it seems to be 3 times per week now that the system is extremely slow. I work on Zoho Books 95% of my day so this is very frustrating. Zoho you need to do something about this. I have had my IT guy check

      • Gantt Chart - Zoho Analytics

        Are there any plans to add Gantt Charts capabilities to Zoho Analytics?

      • Displaying related quotes in sales order and back

        Hi, My colleague liked to see to which sales orders, the quote has been converted. Quote shows Invoices, but not SO. Same, they would like to see the quotes in the sales order, as they can see invoices, packages, shipment, How can we achieve this ? Thank

      • Tip of the Week #71–Auto-move incoming messages to the right inboxes with keywords

        We all know that customer-facing teams, especially your sales and support teams, can’t afford to miss even a single customer conversation. But sometimes, sales queries or support requests can easily get lost in a crowded inbox or even end up in the wrong

      • Clearing Fields using MACROS?

        How would I go about clearing a follow-up field date from my deals? Currently I cannot set the new value as an empty box.

      • Migrating a Zoho Forms form into Zoho Creator

        Hi, How can I migrate my Zoho Forms form into Zoho Creator? Thanks. Truly, Emad

      • Is there any way to recall an email sent using Zoho CRM?

        If an email is sent using Zoho Mail, there is a recall option/functionality that is available to the sender. Is there any way to recall an email if it was sent using Zoho CRM? I can't seem to find that option. Any help would be appreciated.

      • Quick Create needs Client Script support

        As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from

      • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

        so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

      • Problem with reports due to "Connected" items change - Yes this IS a problem

        Now that the change has been made to use "connected" items I can no longer run the reporting I need in CRM. I should be able to start with Deals as the parent, connect down to the Account (Account_Name) on the deal as the child, then to any child items

      • Zoho sheet desktop version

        Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.

      • Next Page