What is the purpose of the Radar app and how do I get started?
How does Radar help in managing support operations in Zoho Desk?
Radar has a myriad of features that are thoughtfully designed to help both customer support managers and agents manage their workload and track performance anywhere, anytime from the convenience of their mobile devices.
Analyzing customer service stats is vital to any business as they provide a better understanding of both the customers and the business and contribute significantly to the decision-making process. Radar comes with a wide range of customer service metrics that are updated in real time and are also easy to access and interpret.
Besides displaying metrics, Radar also alerts you about possible deviations from set benchmarks. It is important to deal with such deviations—referred to as Exceptions in Radar—because they might be indicators of unsatisfactory customer service or predictors of a higher workload. Radar's exception handling capability enables you to set the criteria for exceptions and configure alerts to notify you when the exceptions occur.
You can set benchmarks for metrics, such as customer happiness rating, first contact resolution, and average handling time. If a deviation from the set benchmark occurs in any of these metrics, you will be notified immediately.
Additionally, Radar comes with functionalities that make team collaboration easier. Using these functionalities, you can monitor all the interactions and activities that take place in your Zoho Desk portal and pitch in where required.
Similarly, Radar also includes capabilities that help support agents in their daily work. Agents can access and respond to tickets, change ticket properties, view ticket history, and add comments and resolutions, all from within the Radar app. Using the Daily Toast functionality, agents can choose to get notified about their open and overdue tickets at the beginning of their work day, and prioritize the ones that need immediate attention.
Where can I download Radar for Zoho Desk?
You can download the Radar app on your iOS or Android phone, from their respective app store.
If your smartphone runs on Android (version 4.1 and above), perform the following steps:
- Open the Google Play store.
- Search "Radar for Zoho Desk" and tap the Install button.
If your smartphone runs on iOS (version 11.0 and above), perform the following steps:
- Open the iOS App Store.
- Search "Radar for Zoho Desk" and tap the Install button.
Why do I need Radar if I already have the Zoho Desk mobile app?
The Zoho Desk mobile app is a simple, portable version of the Zoho Desk web app. Using this app, you can create resolve, and respond to requests, alter ticket properties, and assign them to the right agents.
On the other hand, the Radar app, besides enabling you to do the same activities, provides you with even more critical capabilities related to decision-making. Radar offers vital customer support statistics, exception handling capabilities, and collaboration options specially designed to help administrators and managers to monitor and manage Zoho Desk.
In conclusion, the Zoho Desk mobile app is a light, portable help desk, whereas Radar is a feature-rich supplementary app that helps in monitoring and managing your support operations.
How much does the Radar app cost?
Since Radar is a supplement to Zoho Desk, a subscription to Zoho Desk is sufficient to use the app. You do not have to pay anything extra.
What happens when I reset the app?
Resetting the app will remove all the customizations you've made and take the app to its initial settings.
To reset the app, perform the following steps:
- On the bottom bar of the app, tap the Setup (
) icon.
- Scroll down the Setup screen and tap the Reset the App option.
- In the confirmation dialog box that appears, tap the Reset button.
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