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

    Nederlandse Hulpbronnen


      • Recent Topics

      • [Live Webinar] New in Zoho WorkDrive: AI enhancements, Data Loss Prevention, Version Controls, and more

        Hello everyone, We're excited to bring you another round of powerful updates in Zoho WorkDrive! Join us on May 15 for an exclusive live webinar where we’ll unveil the latest features designed to enhance your team’s productivity, collaboration, and data

      • Live webinar: Streamlining legal operations: Leveraging Zoho WorkDrive for law firm success

        Hello everyone, Managing legal documents across departments and jurisdictions can be complex, but it doesn’t have to be. Join us on March 6 for an exclusive webinar where we’ll show you how Zoho WorkDrive empowers legal teams to stay compliant, organized,

      • Live Webinar: Optimizing back-office operations in the manufacturing industry to maximize profitability

        Hello everyone, We’re excited to invite you to our upcoming live webinar on February 6! Discover how Zoho WorkDrive can help manufacturing businesses optimize back-office operations, improve efficiency, and boost profitability. Our product experts will

      • Live webinar: 2024 recap of Zoho WorkDrive

        Hello everyone, We’re excited to invite you to our year-end live webinar! This session will take you through the transformative features and updates we’ve introduced in Zoho WorkDrive this year, helping you streamline document management like never before.

      • Live webinar: Explore WorkDrive's seamless integrations with key Zoho apps

        Hello everyone, We’re excited to invite you to our upcoming live webinar, where we'll delve into the seamless integration of WorkDrive with other key Zoho applications! This is a fantastic opportunity to enhance your productivity and streamline your workflows

      • Live webinar: Getting the most out of WorkDrive in Zoho Workplace

        Hello everyone, We’re excited to invite you to our upcoming live webinar, where we’ll explore how to maximize your use of WorkDrive as part of the Zoho Workplace bundle. This is a fantastic opportunity to elevate your productivity and streamline your

      • Live webinar: Mastering data migration, organization, and team collaboration

        Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to seamlessly migrate your data, optimize file organization, and boost team collaboration using Zoho WorkDrive’s powerful features. This is a fantastic opportunity

      • BARCODE PICKLIST

        Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

      • Join our live webinar: Explore the WorkDrive TrueSync application!

        Hello everyone, We are thrilled to invite you to a live webinar focused on mastering the WorkDrive TrueSync application. Discover how to seamlessly sync your content between the cloud and your computer, ensuring smooth and efficient file management. Our

      • Bug tracking

        Hi, does anyone know how to track errors during picking or packing? This way I can keep track and see how to improve and prevent errors in this area.

      • Can the Product Image on the Quote Template be enlarged

        Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

      • Zoho Creator customer portal limitation | Zoho One

        I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

      • Script Editor not an option

        I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.

      • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

        Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

      • Envio de mails

        Hola! No puedo enviar mails pero si recibirlos. No se como solucionarlo! Mi dominio es chidobebes.com.ar

      • ERROR CODE :554 - Your access to this mail system has been rejected due to poor reputation of a domain used in message transfer

        In my email configuration: The domain's MX Records are pointed to Zoho The domain's SPF Records have been pointed out successfully DKIM is enabled. DMARC Record is pointed for the domain. The domain name is digioorja.in. Still facing the issue of Error:

      • This Operation has been restricted. Please contact support-as@zohocorp.com for further details

        l tried to verify my domain (casalimpaeperfumada.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details.

      • SLOW EMAILS

        Is there an issue with the Zoho server? For two days now I've been having issues with very long buffering. Please advise. Thank you.

      • POP3 authentication error - SOLVED

        Just in case others are as forgetful as me ... As Zoho has changed the POP server for personal and free organisational users, I needed to change the POP server on my email client. This failed persistently but eventually I remembered that I had chosen

      • Solution to Import PST File into Office 365.

        MailsDaddy OST to Office 365 Migration Tool is an outstanding solution to recover OST files and migrate them into Office 365 without any hassle. Using this software users can multiple OST files into Office 365 with complete data security. It offers users

      • Add Zoho One Groups/Departments to Shared Mailbox Access

        Hi, I hope you're doing well. Currently, in Zoho Mail, I can manually add specific users or the entire organization to a shared mailbox. However, there is no option to add Zoho One groups or departments. Feature Request: We would like the ability to assign

      • Allow Filters with Only Special Characters in Zoho Mail

        Hi Zoho Mail Team, I hope you're doing well. We have noticed that currently, Zoho Mail does not allow creating filter criteria using only special characters, such as = or #. However, there are scenarios where such a filter is necessary. For example: Filtering

      • How to save email as PDF?

        I saw 2 previous threads about this. One is from 14 years ago. The other was closed as "answered" a year ago but the feature was never implemented: https://help.zoho.com/portal/en/community/topic/how-to-download-save-emails-as-pdf Is the "save as PDF"

      • Flexible plans

        Hi, I have a Workplace Standard subscription. On Zoho's website, it mentions that with the annual plan it's possible to have multiple plans under the same organization—for example, Workplace Standard and Mail Lite. However, I can’t find a way to do this

      • Weekly Tips : Teamwork made easy with Multiple Assignees

        Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders

      • Cannot give public access to Html Snippet in Zoho Creator Page

        Hi, I created a form in Zoho Creator and published it. The permalink works but I want to override the css of the form. (style based URL parameters is not good enough) So I created a page and added an Html snippet. I can now override the css, which is

      • Weekly Tips : Customize your Compose for a smoother workflow

        You are someone who sends a lot of emails, but half the sections in the composer just get in your way — like fields you never use or sections that clutter the space. You find yourself always hunting for the same few formatting tools, and the layout just

      • Unable to confirm Super Admin assignment — confirmation button not working

        I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, when

      • Installing EMAIL Setup in New Domain

        Respected Support team, I'm facing an issue with cloudflare in Pakistan, I want to setup Zoho Mail Setup but I Don't know how to enable Zoho mail setup without cloudflare. My Website https://stumbleguyzzapk.com/, https://fakservices.com/ is using CF,

      • Will I Get a Refund If I Downgrade Zoho Mail?

        Hello, We upgraded an email account for our new employee. However, the employee left after one month, and now I've reduced the number of Zoho Mail users from 7 to 6. Can we get a refund for the remaining portion of our annual payment?

      • Accounting on the Go Series-43:Enhancing Your Reporting Efficiency with Dashboard Filter State Retention

        Hello everyone! Welcome back to our series on Zoho Books mobile app features. Today, we will talk about a feature that yet again helps you focus on work that really matters-Dashboard Filter State Retention. Imagine you're working on your Zoho Books dashboard,

      • Zoho books/payroll tax payment

        I accidentally made a second payment to my taxes for $300 which is reflected in my bank account and therefore on Zoho books but I can not match it to any transactions because its not reflected in payroll as a tax payment. Is there a way to add an extra

      • I can't renew the Finance Plus subscription

        I tried to renew the Finance Plus subscription but it keeps reloading the same page over and over when ever I click on "Renew Subscription" button

      • Estimate vs Quote

        they are different. Quote is for 1 piece price + other charges. Estimate is for total quantity to be ordered. The gross total amount of the Estimate is the amount payable. Replacing Estimate as Quote is not understandable because they are different. In

      • Accounting on the Go Series-47: Effortless GSTIN Management- Auto Populate TaxPayer Details in Zoho Books Mobile App

        Hello everyone, Welcome back! Today, we're focusing on a feature specifically designed for our Indian users in the Zoho Books-Indian edition, particularly those who deal with GST compliance regularly. We understand the importance of accurate and efficient

      • Accounting on the Go Series-48: Enhance Accuracy with Custom Work Week Start Days in Zoho Books iOS app

        Hello everyone, Welcome back! We’re here with another feature spotlight that might seem small but can have a big impact on your daily routine: setting the first day of the work week in the Zoho Books iOS app. Imagine this: You’re a business owner who

      • Time to Get Paid Report in ZBooks

        Hello, One of our customers who has 25 different companies around the world gets 60 days to make payments. Unfortunately, the subject report does not report an average time to get paid (in days) or the ability to look at a custom period of time. Currently

      • How to prepare a balance sheet for a company that has no operations yet?

        .

      • Project Billing Method from Zoho People

        Normaly our customers use Zoho Projects to manage projects and timesheet that are being charge to the customer. Using the integration from Zoho Project we can have projects base on different billing method. For example most of our customer use Hourly

      • Zoho Books-Accounting on the Go Series!

        Dear users, Continuing in the spirit of our 'Function Fridays' series, where we've been sharing custom function scripts to automate your back office operations, we're thrilled to introduce our latest initiative – the 'Zoho Books-Accounting on the Go Series'.

      • Next Page