Elevate your Radar experience: Best practices part 3

Elevate your Radar experience: Best practices part 3

In the Spotlight: Zoho Desk's Radar app

Customer support requires human intelligence combined with emotional intelligence. How about these coupled with contextual intelligence? These elevate the customer support experience.
When providing support through mobile apps, contextual intelligence brings smart, adaptive experiences to both the support rep and the customer.

In this edition of Radar’s best practices, we’ll explore how Radar serves as an enabler for support reps, empowering them with intelligent tools and workflows.


Zia’s assistance on tickets    

When you’re on the move, navigating complex ticket threads can be challenging, especially if a ticket was transferred from another rep or you need to get up to speed on past interactions quickly. That’s where Zia, Zoho’s AI assistant, steps in. Zia offers ticket summaries and reply suggestions. With Zia, support reps can quickly review key information and get instant help to craft responses. This lets you work efficiently, stay informed, and respond with confidence, even while you are away from your computer.

Drafting responses without connectivity      

Imagine drafting a response with an unstable internet connection. You want to send an update from your mobile, eager to provide the latest update to your customer, and the connection drops. Losing your draft or losing your connection midway can be both disappointing and frustrating, especially after spending time drafting the response.

Radar addresses this challenge with Apple Intelligence. You can phrase and refine quality responses without internet connectivity. When you are back online, you can send your response instantly without compromising quality.

Managing tickets across time zones      

The challenge of managing support operations is even greater when leads and admins have to travel across time zones. The Radar app lets you automatically adapt to the device's time zone with just a toggle: "Use Device timezone." This displays the timestamps like created time, due time, and SLA clocks based on the current local time. This helps you stay updated and avoid escalation and the daunting task of manual conversions.

Executing support actions using Siri

On your PC, you can look into ticket categories with a few clicks and custom views. Siri Shortcuts help deliver the same experience on your mobile device. Radar allows voice or one-tap access to view My tickets, Overdue Tickets, Unassigned Tickets, Closed tickets, FCR closed tickets, Online/Offline agents, teams feeds, My stats, and many more. Click the Add to Siri button to include the required stats in Siri Shortcuts. With minimal interaction, you can perform routine checks of this information over a voice command to Siri.

With the Radar app, mobile-first execution meets contextual intelligence.

You get a smarter, more supportive experience that fits the way you work. Radar isn’t just mobile-friendly; it’s mobile-intelligent.
 



      • Sticky Posts

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Tip #1: Learn to pick the right channels

        Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

      • Welcome to Zoho Desk Community - Say hello here!

        Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

      • Webinar 1: Blueprint for Customer Service

        With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

        • Recent Topics

        • WhatsApp Business Message Pricing Update: Effective October 1, 2026

          Hi everyone, Starting October 1, 2026, Meta is updating how WhatsApp Business messages are charged. This guide explains the new per-message pricing model, how message categories work, and what changes for service messages specifically. How Meta charges

        • Cannot login to Zoho Mail on Mobile App

          Hi, I am the super administrator for our company's email account. I just created 4 new email accounts, and my users have downloaded the zoho mail app. However they are unable to login to their email on the app. It kept saying "User does not exist". Please help! Thank you.

        • Zoho Projects - Linking CRM Deals to Projects via API without sending customer contact email invitation to project portal

          We are using the Zoho CRM and Zoho Projects APIs to automatically create a project in Zoho Projects and then associate that project with the relevant Deal in Zoho CRM. The API process is working in that the project is created successfully and appears

        • In ZOHO Books, it appears that there is a maximum of 200 Shipping addresses.

          I am using ZOHO Books and what you call a shipping address, we use as a Service address. I have a couple of customers that have Many Many service addresses, I am starting to get an error saying too many shipping addresses. Additionally, is there a way

        • Notice to Zoho Community Members: Updated Zoho Community Guidelines

          Hello everyone, We have updated the Zoho Community Guidelines to keep the exchanges original, relevant, and meaningful. The major focus of this update is on AI use, and on sharing apps, extensions or other software in the community. This community works

        • How to add a fee based on payment method

          I currently accept both ACH payments and credit card. I want to add a 3% fee to a number of my subscription plans if the customer chooses to use a credit card (and not ACH/checking). How do I do this? Is there an in-built feature, or would i have to create

        • How to charge Convenience fee OR payment gateway charges to the end client who is paying the invoice?

          Hello, I am creating this topic after having discussions with various sets of users and have understood that with people moving more and more to digital payments, it is important for the client to enable the "Convenience fee" kind of scenario. I have

        • Can't copy and paste from email in Zoho email client

          I don't know what happened, but I have lost the ability to cut and paste information from an email.

        • Hide Inactive Social Sign-In Providers from Login Screen

          Hello Zoho Team, We hope you are doing well. Currently, Zoho One allows admins to configure security policies and enable or disable Social Sign-In options for third-party providers such as Apple, Google, Microsoft, LinkedIn, Yahoo, Twitter, Facebook,

        • How does Zoho handle the daylight savings time change in Alberta?

          Alberta has just made the decision to get rid of daylight savings. This means that as of November 1, 2026 we remain on UTC-6 year-round. We have timing errors in meetings scheduled after that For example, we scheduled meetings in late November at 9:00

        • Shared Mailbox in iOS app

          Hi, On the desktop I am using a Shared mailbox for our company's general mailbox that somebody else should be able to view. In the iOS app however I can't find it? Old sources on the internet says this isn't possible but that can't be right? Somebody

        • Issues with Zoho Insights and email template web links

          Is anyone else out there having the same issue we're experiencing? When we send out an email template, Zoho insights is converting the URLs from the URL we insert in to the template in to one of the form https://mailer1.zohoinsights.com/ocgeturl/2d6f.327230a?l=0ed7f050-5b31-11eb-a1a...

        • UCP: Why We Killed the Multi-Portal Mess and Simplified Customer Self-Service

          Let's talk about the multi-portal mess nobody wants to admit that it exists. Your customer needs an invoice from one app, wants a ticket update from another, and has a project waiting in a third, each behind its own login, its own UI, its own "was it

        • Object-level edit permissions

          Hi, we are currently running into a limitation with permissions inside larger workspaces. Our use case is a central Analytics workspace that contains many tables, Query Tables, reports and dashboards used by different teams. We would like to allow certain

        • inventory removal at packing list or shipment.

          currently our system is set to remove inventory at invoice. This is creating an inventory nightmare? Is it possible to change the settings to remove the item from inventory at either the packing slip stage or shipping the item.

        • Item description is not displayed

          I added the item description while importing the new item through the bulk item Excel sheet, and the import was completed successfully. However, I cannot see the description in the item details under Inventory. Could anyone please advise how to make the

        • Shared inbox unable to see replies

          Hi we are a small company me and someone else, we have a shared inbox for our sale@ and contact@ however we have this issue where by if i reply to an email or the other person reply to the email, it does not show it to them and therefore we end up replying

        • Record Payment - Auto Populate Amount as payments are selected

          When recording payments you have the option of clicking on "Pay in Full" next to the bill which automatically adds the total at the bottom of the page next to "Amount used for payments" but this should also auto populate / update the total at the top

        • Can't set conditional layout rule on lookup field in Zoho CRM

          Namaskaram Zoho CRM team, Usually any fields of module except mandatory fields can be hide using conditional layout rules. But that can't be set on lookup fields event that is not a mandatory fields. Many users are in need of that. Crafted with ❤️ Zoho

        • [Request] Pivot filter date option : from set date to relative value ie from 01Jan to LastMonth

          I don't think I can currently do this... but it's worth asking if it's possible. My use case is concerning annual leave which is calculated from the beginning of the calendar year (01Jan) then each month I want to have details of leave taken etc... In

        • Need to be able to apply layout rules to 'Multi Pick List'

          Currently, we are unable to apply layout rules to fields that are 'Multi Pick List'. This means we have to instead use checkbox fields, but they are inefficient. For example, we use the Multi Pick List to list our products. However, we're unable to apply

        • Announcing the new SKILL.md for Zoho CRM and the updated OAS repository!

          We are introducing a new zoho-crm skill to make working with Zoho CRM Developer tools (like APIs, functions, widgets, client scripts, queries etc) easier and faster, with the help of AI in your preferred AI harness like Claude Code, Codex, Cursor, VSCode

        • My "trigger" panel disappear from my workflow ...

          Hello, I want to add a trigger to an email sequence, but the "trigger" panel has disappeared when I want to modify ...I used a predefined template to create this sequence, is that because of that? Thank you. I have attached a screenshot to you

        • Workflow Automation Not Triggering

          My Zoho CRM workflow sometimes doesn’t trigger when a record is updated, even though the workflow criteria appear to be met. What should I check to find out why the workflow is being skipped?

        • AI Calling

          Hi, does anyone have experience or any thoughts on AI Calling. Getting AI to make calls on behalf of your company. We are looking into it, but are finding it difficult to get info and providers that can assist.

        • Zoho Sheet as KB Document

          It would be nice if Zia Agents could take Zoho Sheets as part of the knowledge base. The use case here is that it's infinitely easier for humans to maintain a spreadsheet table than any .md / TAML / JSON document. For situations where humans are responsible

        • Ask the Experts: Five-hour live Q&A session with Zoho WorkDrive product experts

          Have questions about WorkDrive 5.0? Let’s talk! We recently launched Zoho WorkDrive 5.0, packed with powerful updates to help your team work smarter, stay secure, and get more value from your business content. From content-centric workflows and AI-powered

        • Automating CRM backup storage?

          Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

        • Zoho Community Digest - September 2026 | Part 3

          Hi everyone, and welcome back! Zoho CRM launches PRM for partner management, Bigin builds this year's Apple AI updates into the app, and Snapchat is now a connected channel in Zoho Social. There are also three notices worth reading, including WhatsApp

        • ERROR: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

          I can add new user for mail, i received message error about; This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details Try creating user name; instagram@eficaztecnologia.com.br

        • Support for Custom Fonts in Zoho Recruit Career Site and Candidate Portal

          Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to use custom fonts in the Zoho Recruit Career Site and Candidate Portal. Currently only the default fonts (Roboto, Lato, and Montserrat) are available. While these

        • Ability to filter services and parts based on a field in the Work Order

          Hell FSM team, We have a customer with 2 value streams using Zoho FSM. Each value stream uses different products, at different price point. Currently, all of the products are accessible when creating a work order and modifying a service appointment, which

        • SubTotaks for Item Headers in Estimates

          Hi, Apparently, one can add Item Headers in Estimates in Zoho Books. Is this feature like an Estimate section with a SubTotals for each Item Header/Section? Or is the Item Header just a Title and cannot be SubTotalized? Thank You

        • Sync of products and orders between Zoho Inventory, Zoho Books and Shopify

          Good Day I migrated from QuickBooks to Zoho Books and Zoho Inventory at the beginning of this year. The migration team assisted with importing my data, but I am currently experiencing multiple issues affecting syncing between Shopify and Zoho. 1. SKU

        • Best practices for importing phone numbers

          I've recently found a problem with my phone provider, integrated with Zoho CRM, where a phone number that starts with 00 instead of + won't work. The problem has no solution: they tell me to replace all 00 with + I've always preferred using 00 instead

        • Copy + Paste in Notes: Text color and text background are not retained

          I've recently started using Zoho Notebook as an Evernote replacement. When copying and pasting text within Zoho Notes, I notice that the formatting of the text (text color and background color) is not retained when pasting. Only the attributes "Bold"

        • Add Comprehensive Accessibility Features to Zoho Writer

          Hello Zoho Writer Team, We hope you are doing well. We would like to submit a feature request to enhance Zoho Writer with a full set of accessibility tools, similar to the accessibility options already available in the Zoho Desk agent interface. 🚧 Current

        • MAKING ENTRY TIME MORE USER FRIENDLY AND FASTER O PREVENT TAB TIME

          I AM CURIOUS TO KNOW IF WE CAN MAKE IT MORE USER FRIENDLY WHILE MAKING BILLS , I MAJORLY USE OVER DESKTOP SO I AM SUGGESTING TO REMOVE TAB TIME WHILE ENTERING BILL OR MAKING INVOICE DIRECT JUMP TO ONLY REGULAR PARTS OF THE BILL . YOURS RAKESH 782866

        • Email Forwarding to Zoho Desk Failing After Migration from Gmail to Outlook (Microsoft)

          We recently migrated from Gmail to Microsoft Outlook. Since the migration date, emails sent by our customers are no longer being received by Zoho Desk. I tried setting up the email forwarding rules in Outlook similar to what we had in Gmail, but it still

        • Shopify B2B Integration: Option to Match Customers by Company Name

          It would be great if the Shopify integration could include Company Name as a customer matching option. At the moment customers can only be matched by: Email Name Email and Name Phone For businesses using Shopify B2B, the company is often the customer

        • Next Page