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 CRM】ポータル機能のアップデート：UIとポータルの作成フローの変更

          ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、ポータル機能のアップデートをご紹介します。 目次 概要 ユーザーグループの作成フローの変更 ユーザーグループ詳細画面内のタブについて 「タブと権限」タブについて 「設定」タブについて 概要 UIとポータルの作成フローが変更されました。ポータルの新機能に先立ち、UIを一部変更しました。タブやオプションの配置を見直し、機能へよりアクセスしやすくなっています。 また、「ポータルユーザーの種類」は今後、「ユーザーグループ」と呼称され、ページ上のボタンも「ユーザーグループを作成する」に変更されます。

        • Tax on Imported goods charged by Shipping Company

          Hi Folks, I imported goods from outside Canada, for better understanding I will give an example data. imported goods value: 2000$ The shipping company sent me an invoice containing the following information: Custom duty on imported goods: 400$ Administration

        • Prefilled Date fields auto-changed and then locked when using “Edit as new”

          If a document out for signature has date fields (not SignedDate fields) that were pre-filled before sending, and then you use “Edit as new” to create a new version of the same document, the value of those date fields gets automatically changed to today

        • Zoho Webinar via Social Media

          Hello, is it possible to stream a Zoho Webinar via Social Media like Linkedin or Facebook?

        • Add Hebrew & RTL Support to Feedback Widget

          Hello Zoho Desk Team, How are you? We are using Zoho Desk and would like to utilize the Feedback Widget. While Zoho Desk itself supports Hebrew and RTL, the Feedback Widget unfortunately does not. We kindly request that Hebrew and full RTL support be

        • OAUTH2 isn't working with Power Automate and N8N (Zoho Desk)

          Hello, I am trying to set up an OAuth2 connection to the Zoho Desk API, but the authentication flow fails immediately. I am experiencing this issue in two separate platforms: Microsoft Power Automate (using a Custom Connector) and n8n. Instead of being

        • Kit Items Breaking Automations - "Provide mapped components for all kit items"

          This has been brought up in other threads, but I believe this issue warrants its own topic. Whenever a sales document (Estimate, Sales Order, Invoice) is created or manipulated programmatically, trying to include a Kit as an Item throws this error: "Provide

        • Show item Cost value on Item screen

          The Item screen shows Accounting Stock and Physical Stock. It would be very helpful if value information could be displayed here as well, for instance Cost Price. Currently, to find the Cost Price (as used for inventory valuations) from inside the item

        • Mark shipment as delivered via api

          Hellloooo again Zoho guys !! More help required if you would be so kind, pleeeezz..... var options =        {         'method' : 'post',         'contentType' : 'application/json',         'muteHttpExceptions' : true       }; var myPackNo  = encodeURIComponent('###################');

        • Setting Alternative units for an item.

          Hello Team, How to create alternate units for an item. We are placing orders for stocks in boxes. One box contain 24 items. At the time of selling we have two categories of buyers wholesalers and retailers. So the sales will be in PCS and in boxes also.

        • Zoho Inventory search when adding items to SO/PO, etc.

          I do not see that Zoho Inventory searches within the item name for an item lookup. We have many products with variants. So when I search for a product, say a lighting system, and it comes in different sizes and colors, I can only get those products where

        • Item Group Attributes

          Hello, I would like to see more attributes under grouped items. We sell car parts, there are several suppliers for the same part but under different brands. We want to group them together but the attributes under groups are lacking. For example, the products

        • Remove HTML Format - Deluge

          Hello @all if you want to delete the HTML format from the text please follow the script. Data = "Text"; info Data..replaceAll("<(.|\n)*?>" , "").replaceAll("&nbsp;" , " "); Apart from this if you require anything please let me know Thanks & Regards Piyush

        • Using multiple languages in template

          I wanted to add the company name in the template in arabic. I found a way through the header and footer option, except when i print the quotation the arabic disappears both in the top and bottom of the page. I have attached pictures of the before and

        • ADDING 5% VAT TO PURCHASE ORDERS GENERATED ON ZOHO BOOKS UAE

          Please guide on how to add 5% VAT to Purchase Orders generated on ZOHO Books UAE edition.

        • Import from /csv file, some items fail with the error "Specify Tax Or Tax Exemption".

          Hello! I am trying to import a csv file of all of my expenses for a complete financial year. I get errors for some items with the error message "Specifiy Tax or Tax Exemption". These errors only occur on lines where I have "Postage" as the expense account.

        • About maximum number of requests per minute

          Hi, Our company has integrated Zoho inventory and we're using the shipping order creation and update functions and so on. Currently we're receiving "For security reasons you have been blocked for some time as you have exceeded the maximum number of requests

        • Approval - Report/Views

          Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?

        • "Zoho CRM Integration" option is missing in Zoho Social Settings

          I am trying to integrate my Zoho Social account with my Zoho CRM account. I am on the Professional Trial plan and my user role is "Brand Admin". However, I cannot find the "Zoho CRM Integration" or "Lead Generation" option anywhere in my Zoho Social settings.

        • Zoho CRM still doesn't let you manage timezones (yearly reminder)

          This is something I have asked repeatedly. I'll ask once again. Suppose that you work in France. Next month you have a trip to Guatemala. You call a contact there, close a meeting, record that meeting in CRM. On the phone, your contact said: "meet me

        • Error 553

          Não estou conseguindo enviar ou receber e-mail, sempre dando o erro 553, sendo que há mais de um mês o domínio está pago e liberado. Preciso de um suporte urgente

        • Automate insurance document workflows with Zoho Writer

          Insurance companies have to deal with creating and managing complex documents and forms, such as policy applications, explanation of benefits documents, brochures, renewals, and claim forms. Handling all of this manually is hugely time and effort intensive,

        • Create PDFs with Text so that we can copy from a generated PDF

          Currently, any information that a user enters into a field cannot be highlighted and copied from the PDF that Zoho Sign renders. For example, if someone were to provide a phone number in a Zoho Sign text field, you would not be able to copy the phone

        • How To Insert Data into Zoho Table using Api

          Hi Community, I have created a table inside zoho tables. How do I insert data into table using API. Please tell the exact endpoint and payload , I just have to insert data into table columns. Also tell how to find tableid, viewid, baseid etc. which are

        • How do I delete a folder in Marketing Automation?

          Folders are used across contact lists and segments, and email templates. How do I delete a folder once it's been created?

        • Portal Approval Process

          Hi Zoho team and fellow users, I am seeking a method to establish a multi-step approval process between a Zoho user and a portal user (Custom Portal) to review and approve requests through the Custom Portal. For instance, within this setup, one of the

        • Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere

          Behind the scenes of a successful ticketing system - BTS Series Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere The App Support Across Platforms (ASAP) add-on for Zoho Desk is an independent application that integrates

        • Navigation issue — unable to return to Customer page after opening Receipt from Transactions

          Steps to reproduce: Open a Customer record. Go to Transactions tab and open a Receipt by clicking its receipt number. After viewing the receipt, clicking browser Back or closing the receipt does not reliably return me to the original Customer record (I

        • Thermal Printer Option Needed for Delivery Challan Templates

          Currently in Zoho Books, the Delivery Challan template only supports A4 and A5 page sizes. However, in many businesses (especially retail and hardware), we use thermal printers (like 3-inch or 4-inch rolls) to print delivery challans. It would be very

        • Separate Default Payment Modes for Receipts vs. Payments

          Right now, when I set a default Payment Mode via a customer invoice or Payments Received screen, that same mode shows up for vendor payments (Purchases → Payments Made). 🔹 Request: We need different default modes for: Customer receipts (e.g., default

        • Update/Change GSTIN in GST Settings of zohobooks

          We are trying to update our GSTIN under the GST settings section of our Zohobooks account Initially, we had entered a dummy GSTIN (123456789123456) to generate a sample invoice before obtaining our official GST registration. After receiving our actual

        • Link Payment Mode and Paid Through Accounts

          For most users, it's very difficult for them to understand that the Payment Mode is totally independent of the Paid Through account when paying bills. It seems (and is) redundant for them to have to select what is basically the same thing twice. The current

        • Lets enable business to choose the default payment mode

          Lets enable business to choose the default payment mode so that we do not have choose payment mode again and again for each and every transsctions

        • Add Attachment Support to Zoho Flow Mailhook / Email Trigger Module

          Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,

        • South African Payment Gateways

          Since the "Demise" of Wave many South African users have moved over to Zoho and yet for years users have been requesting Integration with a South African Payment Gateway to no avail. Payfast was the most commonly requested gateway as it supports recurring

        • Has anyone verified if Zoho is PCI compliant?

          We are planning on using Zoho to process payments via Authorize.net. We have everything set up and are attempting to complete the PCI DSS SAQ-A requirement for our merchant account. This requires us to prove Zoho has completed the SAQ-D for Service Providers. We need a way to verify compliance, or a copy of an attestation of compliance signed by the appropriate officer at Zoho. I assume I'm not the first person to use Zoho to process payment, and therefore not the first to require this information

        • 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

        • Bigin Plugin for Outlook

          Could we get this added? The Gmail version already exists, and I would like to avoid having to make a switch.

        • Date does not fit the field

          Hi There. I am having fun learning zoho sign API. Today I noticed the "Signed Date" field does not fit, or alternatively the font is to large for the auto field space. See screenshot below. The signed date field is created by putting {{Signdate}} on the

        • Tip of the Week #69 – Automate your Zoho TeamInbox tasks with n8n integration.

          Don’t waste time repeating the same tasks—like sending follow-up emails or adding new contacts. Let automation save the day. With n8n, an open-source automation tool, you can connect your favorite apps and let them handle the busywork for you. You don’t

        • Next Page