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

        • Problem when forwarding emails

          When I want to forward an email received through Zoho, the layout changes: Buttons are cut Pictures change size Text changes alignment (left/right/center) Is this a common problem in Zoho? Thank you, Suzannah 

        • View Audit Trail field

          The Audit Trail feature is great, but its data is only available to admin users. It would be really great to have a system field "Audit trail" that we can add to the detailed view of a record. This would allow supervisors, directors and etc. to quickly track what changes have been done by whom for each record. It is a current feature from a client of mine and while it's probably possible to hard code it, since this data is already available in Zoho, I would be surprised to hear how hard it would

        • Recuring bills payments

          I've entered recuring bills that are auto drafted from my account monthly. Can I set up the recuring payment or do I continue to manually do it monthly?

        • Automatically assign Contact Roles to a Deal

          Hi guys, Is there a way to assign multiple Contact Roles to a Deal via a workflow or similar? Thanks

        • on submit of creator form then record is create in Zoho crm purchase module then on automatically task want to create in the crm

          on submit of creator form then record is create in Zoho crm purchase module then on automatically task want to create in the crm

        • Zoho CRM Webinar – Automate everything across Customer Journeys in CommandCenter 2.0

          How efficient is your current CRM automation setup? As customer journeys become more dynamic, it's common for data and actions to get scattered across teams and modules. This leads to broken processes and inconsistent customer experiences—especially across

        • Changing employees email address

          How do I change an employee's email address? I am an administrator on the account but it says that I am "not allowed" to do it?

        • MULTI-SELECT LOOKUP - MAIL TEMPLATE

          Dear all how are you? We need to insert data from MULTI-SELECT LOOKUP in a email template, but I can't do that, when I'm creating the template I can't find the field to insert it. is there any solution? PVU

        • Changing the owner of a call

          Am I correct in my conclusion that I cannot change the owner of a call in Zoho? The field does not show up in the screen, nor can I make it show up as the systems does not give me that option. I cannot "mass update" it either. I tried it, but Zoho refuses to change the name of the owner. Please help out: how do I change the owner of a call.

        • Global Fields

          Just like Global Sets for Picklists, we would like to have global fields for any kind of field. Three things that should be saved globally: 1. The Existence of the field 2. The Name and 3. Association with a module should be set up in a respective place

        • Introducing Screen Share with Audio

          Share your entire screen or just the chrome tab with audio for more engaging presentations. Your audience will hear sound just like you do, whether it's a video, demo or any other content. This is ideal for training sessions, team meetings, and client

        • Need Help Preventing Overselling in Zoho Inventory

          Hi fellow Zoho Inventory users, I'm reaching out for advice on managing inventory control in our growing business. We've recently encountered situations where sales orders get confirmed despite insufficient stock, creating operational challenges. Our

        • Tip #53: Populate and search values from tables using Table Lookup

          Qntrl supports tables to store organization-related data and access it easily. Data stored here can be populated and displayed in orchestration using Table Lookups. This helps organizations list sizeable data in dropdown or multiselect dropdown fields

        • Introducing more AES digital signature options in Zoho Sign

          Greetings! Zoho Sign has continually strived to partner with trust service providers across the globe to give you complete security and confidence, so you can e-sign documents no matter where you are. We've recently partnered with IgniSign, a trust service

        • Shuffling between one note to the next

          I usually start all my notes per interaction with a contact with the date and then a little detail. But when I search for it it only see a small portion of the note and can't immediately tell which contact its associated with. can we make the note content

        • Important Update: TRAI Mandates New SMS Header Format

          Hello everyone, We have an announcement regarding a new regulation by the Telephone Regulatory Authority of India (TRAI) that affects all application-to-person (A2P) SMS services. Starting on May 6, 2025, TRAI has mandated that telecom service providers

        • Preview generation in progress for days

          I uploaded a video file to Zoho webinar. The file has been showing Preview generation in progress for days. Pls help, why is not approved?

        • Workdrive Upload Notification

          Is there a way to be notified when someone externally has uploaded files to a folder? The "Unread" tab is really worthless because it shows all files from every directory on the system. I just need an email (or bell at worst) that says "someone has uploaded into <foldername>".

        • Workflow for "Expenses" module?

          Hi there, over the last 2 years, Zoho Expense has seen tremendous growth and we are happy with it. But, sometimes it is frustrating to see things are being implemented halfheartedly, or so it seems. For example, There is the possibility to create workflows

        • Markup instead of discount??

          Is it possible to have the discount field on an invoice or estimate be a markup instead? It's the very same functionality that I am looking for - to be able to markup an individual item by either a $ or a % and have that cost added (instead of subtracted) to the item cost.  Currently, I use the tax feature to accomplish this, but it's very awkward to have "Markup 15%" listed after the subtotal. Plus, if I want to markup items at different rates, I end up with several "markup" lines in the totals

        • Allow Mapping of Zoho Desk Knowledge Base Categories to Multiple Departments in Zoho SalesIQ

          Hello Zoho Team, We hope you're doing well. We would like to request an enhancement to the Zoho SalesIQ integration with Zoho Desk, specifically regarding the way Knowledge Base (KB) articles are mapped and displayed across departments. Current Limitation

        • Creator roadmap for the rest of 2022

          Hi everyone, Hope you're all good! Thanks for continuing to make this community engaging and informative. Today we'd like to share with you our plans for the near future of Creator. We always strive to strike a good balance of features and enhancements

        • Announcing new features in Trident for Windows (v.1.27.4.0)

          Hello Community, Trident for Windows is here with exciting new features to elevate your communication and enhance productivity. Let’s dive into what’s new! Smart Sign-in. You can now sign in to Trident with Smart Sign-in. With this new addition, you can

        • Inactive Items - Make Less Prominent by Default

          Currently, when one marks an Item as "Inactive", it really doesn't do much of anything to hide it or get it out of the way. Search and reporting within Finance should, by default, hide inactive Items from standard reports, searches, etc. If one specifically

        • Add Lookup Field in Tasks Module

          Hello, I have a need to add a Lookup field in addition to the ones that are already there in the Tasks module. I've seen this thread and so understand that the reason lookup fields may not be part of it is that there are already links to the tables (

        • Time Entry : Auto fill fields Hours minutes seconds

          Hello world, Do someone know a script (for workflow rules) which fill automatically fields hours spent, minutes spent, seconds spent when we fill Executed time and End time Formula should start from (End time - Executed time) Thx in advance

        • Zoho Forms - edit the settings of the Zoho CRM field to change the integration with CRM

          I've created a Zoho CRM field in my form to pre-populate selected CRM details into the form, following the instructions here https://help.zoho.com/portal/en/kb/crm/integrations/zoho/zoho-forms/articles/zoho-forms-crm-integration#Step_2_-_Add_Zoho_CRM_Field_in_the_form

        • Ability to add notes to an appointment and add notes/attach docs to a consultation

          As an idea for the future, it would be helpful to be able to add notes to an existing appointment--there is a place to add notes for the customer, but I don't see one for the appointment. It would also be helpful to be able to add notes or attach documents

        • Im trying to white list domain dynamically in zoho desk extension

          Im trying to white list domain dynamically in zoho desk extension. But it show error Error: {errMsg: 'No entry found in plugin-manifest whiteListedDomains for requested URL'} syntax "config": [ { "displayName":"Shopify Admin API access token ", "name":

        • Zoho Payroll: Product Updates for India - May 2025

          This May, we are glad to unveil new capabilities in Zoho Payroll that simplify your payroll activities. Here's the list: Let Employees Choose Their Tax Deduction Method for One-Time Payments Calculate variable earnings based on percentage of CTC Carry

        • Bulk Update Tasks/Task Lists/Milestones

          Is there a way to bulk update tasks/task lists/milestones? We have several projects that are in the same template, and our staff complete them tasks at a time - and would like to go in an bulk update all related tasks/task lists/milestones at once. But you can't do this. I remember in an old version you could export your tasks, update the excel doc and reimport. But it doesn't seem like that option is available anymore. Can someone provide a solution/idea? Otherwise we are spending a lot of time

        • Sync failed: Invalid Date value

          Hi, I have a local .sqlite database. After importing one table through the Databridge, and produced my dashboards, I cannot sync. I get an error regarding the date column: [Line: 2 Field: 4] (2018-07-12) -ERROR: Invalid Date value The data found at the

        • Office 365 is marking us as "bulk"

          All of a sudden (like a couple of days ago) all of our customers who are on Office 365 are getting our mails in their junk email. This is not the case with Gmail or other random mail servers, nor between us. We got a 10/10 score on mail-tester.com. Also,

        • Zoho Assist

          Hi, We are using zoho assist unattended access in some windows server 2012 and recently the agent lets you connect but not let you do anything on the remote machine. Sometimes you can click on something but nothing happens. There's a issue with this new

        • Modify workflow from "ON CREATE & EDIT" to "ON CREATE" only

          Salut, Is there a way to easilly change my choice of trigger of workflow from on create & edit to on create only, or do I have to re-do the whole worklow from scratch ? Sylvain

        • Access custom modules via API?

          Is it possible to access a custom module in Zoho Inventory via the API? I can not find any reference to this in the API docs.

        • Welcome to the Zoho Service Plus community

          Hey everyone, We are excited to welcome you to be a part of the Zoho Service Plus community. Here's a quick overview of what Service Plus is all about and how the community can help us work together. What's Zoho Service Plus? Zoho Service Plus is a unified

        • Restrict Zoho Cliq Webinars and Announcements to Admins Only

          Hi Zoho Team, We hope you're doing well. We would like to raise a feature request regarding in-app announcements in Zoho Cliq, such as the recent webinar popup about the Cliq Developer Platform: While these announcements are useful, they are not always

        • Track ZohoForm Conversion using Postmessage event

          Hi, I’ve been using a third-party lead tracking tool to capture leads from my website along with their source. Earlier, with the HubSpot form, the third-party script was able to detect the postMessage event that iframe forms typically send back to the

        • Share Notebook with group created in Zoho One

          I have created a group in Zoho One for a section in my company. Is it possible to share a notebook with that Zoho One Group? Currently, it seems only possible to share to emails. Unfortunately for large teams, this will mean we are constantly having to

        • Next Page