The silent force behind great customer service

The silent force behind great customer service

Customer service is known to be a demanding role. Customer service agents are expected to bring empathy, clarity, and human connection to every voice call, chat, and remote session, even if the situation requires some time for customers facing stressful, technical issues. The farther the technology advances, the more the need for human connection grows.
But there's one team whose services are in greater demand in every organization.
Even after spending 8 – 12 hours a day at our computers, most of us aren’t experts in how our systems work behind the scenes. That’s why, even as professionals in our pieces of work, we depend on experts of a different kind.
The ones who work quietly, without needing the spotlight.
The ones who defend, stabilize, and heal our digital environments.
We’re talking about our System Administrators, the firefighters of our systems.

Behind the ticketing system, there’s a SysAdmin  

Imagine you are attending a customer who is facing an issue with your service, and your system is facing a malicious attack. It would be difficult to fight the attack as well as serve your customer. Or, how about you’re trying to share a large file with a customer, and the transfer keeps failing because of a network glitch. This can turn out to be more frustrating and time-consuming.
We would not be able to handle situations like this without the system administrators in our office, the people who make it possible for us to focus on what we do best.
They’re the first to catch that pending update, the ones to jump in when your laptop acts up, and the silent troubleshooters making sure everything runs smoothly. System administrators monitor software health, keep your network secure, and vigilantly observe updates required on your system. They are ever-ready to help you with any troubleshooting on your laptop.
None of what we do would be possible without them. They’re the ones who make it possible for us to focus, perform, and deliver without interruption.
At Zoho Desk, we'd like to reflect on the exceptional customer service system administrators provide. SysAdmins don’t just fix broken things; they are watchful, defensive, and ensure systems are protected around the clock. They help us upgrade to new machines and keep our systems free from malware and suspicious attacks, even before we notice a risk, so we can offer support with confidence and agility.

Customer support lessons from system administrators  

We often think customer support representatives are the ones teaching patience, but system administrators show us another level. Their work may seem technical, but their effect is deeply human.
Lessons to learn for our customer service irrespective of the stream we are in:
  • Troubleshoot calmly while users panic.
  • Gently walk the users through configurations they barely understand.
  • Answer questions without judgment, even if users ask the same thing repeatedly.
  • Create short video tutorials to address common issues and guide users through self-debugging.
  • Enrich your knowledge base, like SysAdmins and Zoho Desk do, with steps, configurations, and FAQ lists. Include images and visuals for better understanding and make navigation easier.
On this SysAdmin Appreciation Day, July 25, 2025,   we'd like to take a moment to appreciate the quiet power behind every screen, success, and stress-free work days. Thank you for the uptime. Thank you for your patience. Thank you for helping us deliver better customer service by being the calm behind the scenes.
You are part of every customer experience, even if the customer never knows it. Cheers to our System Administrators!
With respect and gratitude,
The Zoho Desk Support Team

    • 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

      • Zoho Calendar 2024: A Year in Review

        Hello, community members! Happy new year from all of us here at Zoho Calendar. As we turn the page to a new year, we extend our heartfelt gratitude to every member of our Zoho Calendar community for your continued support and enthusiasm. Your feedback

      • Zoho Calendar not syncing correctly with personal Google Calendar

        Coming to this forum as Zoho Calendar support team is not responding, any more. For the past 8 weeks, I have been having an issue with Zoho Calendar not syncing with my personal Google Calendar correctly. I subscribed to Zoho Calendar iCal in my personal

      • MTA - BAD IP reputation by outlook/hotmail

        Messages to Microsoft email servers are bouncing back due to poor reputation. Message: 4.7.650 The mail server [136.143.188.206] has been temporarily rate limited due to IP reputation. For e-mail delivery information see https://postmaster.live.com (S775)

      • Zeptomail API error 500 internal server error

        Hi Everyone, getting this eror continuously! Can anyone please guide around the same! Zeptomail API error 500 internal server error Best Regards

      • Waiting multiple days to buy credits, causing my website to suffer

        So I own a fairly large website that gets a lot of registered users. I use transmail send activation emails, and also forgot password emails. I sent an email to zoho's presales team when I was only at 4K/10K emails sent, hoping to buy more credits before

      • Follow up

        Hello, I sent a message 2 days ago but I don't receive any response and I cannot find my ticket here. this is the ticket: Your ticket has been created with the ticket ID 68925465 and subject "Fwd: Fishing-alert" looking forward to seeing your response.

      • What's new in TransMail!

        Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! We've recently crossed the 6 months mark of TransMail's launch. In this time post our launch, we have been constantly working on updating our platform and adding new features

      • June 2021 in TransMail!

        Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well. If you're doing less than fine, we truly hope that things only get better for you.  We've had a few updates in the past month

      • TransMail has a new name—ZeptoMail!

        Tried navigating to TransMail's community forum but see a different name now? That's because TransMail has a new name. TransMail is now ZeptoMail! As we’ve grown from an internal service used mainly by other Zoho products to an up-and-coming competitor

      • July 2021 in ZeptoMail!

        Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well.  We've had a few updates in the past month in ZeptoMail—some new features and some important announcements. Take look at what

      • Send Email From the ZeptoMail BY API

        What is Zeptomail:- Transactional email service with reliable and fast delivery How we can Create a Connection for Zeptomail in Zoho CRM Go to the Setup Click on Connection Enter Connection Details:- Generate Consumer Key & Consumer Secret Using Zoho

      • Customer email on Opencart 3

        When I place an order, 2 emails are sent: 1) administrator 2) to the user The administrator receives a beautiful letter, but the user receives a damaged letter (see screenshot). What could be the problem?

      • [Announcement] Insert image from URL changes in Zoho Writer

        Hi Zoho Writer users! We'd like to let you know that we've changed the behavior of the Insert image from URL option in Zoho Writer for security reasons. Earlier behavior Once you inserted an image URL in a Writer document, the image would be fetched from

      • Dynamic Signature - Record owner

        Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to reference

      • Writer sing up problom

        Zoho writer sing up prolom face

      • Unable to copy into a new document

        Whe I create a new Writer doc and attemp to copy and past I get this message. The only way to copy into a document is I duplicate an existing document, erase the text and save it under a different name and then paste the information. Not ideal. Can you

      • [Webinar] Live demos and user Q&A with Zoho Writer product experts

        Join us on June 12, 2025 for live demos based on your use cases and real-world scenarios raised via form. This is also an opportunity to get your questions answered directly by product experts from the Zoho Writer team. Webinar agenda Live demos based

      • Zoho Writer's built-in citation and bibliography generator

        Hey researchers and writers! Do you manually format citations and bibliographies, spending hours jumping between apps and tabs? If so, then check out Zoho Writer's built-in "Citations and Bibliography" feature. Imagine you're writing a thesis on the future

      • Single and group checkboxes in Zoho Writer's fillable forms

        Hey Writer Fam, Are you making the most out of single and group checkboxes in fillable forms in Zoho Writer? Here is a handy tip to optimize your use of checkboxes, both single and group, and enhance your data collection process. Single checkboxes: Single

      • Collaborate efficiently with Zoho Writer's track changes feature

        Hi Zoho Writer Community, Zoho Writer's track changes feature is a simple, built-in solution that helps you and your team work together efficiently. Instead of juggling multiple versions of a document or building up a long email chain of comments, each

      • Zoho Writer's WordPress extensions

        Hey Zoho Writer users! Say goodbye to all your WordPress content publishing woes with Zoho Writer's WordPress extensions. Publish content with all your formatting and images, republish content when you update a document, and more—from a single window

      • Time-saving table hacks

        Hey Zoho Writer Community, Do you find yourself using a lot of tables in your documents? We're here to share some of our time-saving hacks that will help you work more efficiently, organize your data, and make your documents look neat and professional.

      • Automating document approval and signing with Zoho Writer and Zoho Sign

        Hey Zoho Writer Community! Here's another automation tip to make your processes more efficient! Question: Can I send a document for client approval first, then automatically send it for signing with Zoho Sign if they approve? Since it's the same person

      • Customization hacks in Zoho Writer - Part 2

        Hey community, We're back with some more tricks to personalize your documents, save time, and get in the zone when you work in Writer. Check out part 1 of this post if you haven't already. Let's dive right in! Document ruler units Imagine you're creating

      • Simplify your tax calculations with Zoho Writer

        Hello Zoho Writer Community! Tax season can be stressful, but with Zoho Writer, managing your income tax calculations becomes straightforward and efficient. Here’s an example of how you can use the tables and formulae of Zoho Writer to calculate income

      • Enhance document navigation with headings and TOC

        Hey Zoho Writer Community! We're back with some useful features in Zoho Writer that can simplify your document creation and navigation process. Let's dive right in! Check out our video on how to make the most of Zoho Writer's heading and table of contents

      • Use and download in PDF format of Zoho wirter Merge template using deluge

        Hello Zoho Developers. Here is some information about Zoho Writer. Writer is not just another online word processor, it's a powerful tool for editing, collaboration, and publishing. Even with its wide range of features, Writer's pared-down user interface

      • Customization hacks in Zoho Writer - Part 3

        Hello everyone, Welcome back to Part 3 of our customization tips in Zoho Writer! In this third installment, we'll be diving into some essential customization settings that can enhance your document creation experience. Sender email address in mail merge

      • Daytime saving timezones messing up writer pdf

        Hi, I need help for something I can't figure out. I created a Form to collect data and it is set up with my current Daylight Saving Time (GMT-3). This form is used to generate a contract (pdf Writer) with dates from an event that is being held in 4 months

      • Issue with locked content in Writer

        Hi, I have seen the documentation which outlines how to lock specific content within a Writer document so that it can't be modified by collaborators, but I have come across an issue. When the editor locks a paragraph for example, then a collaborator can't

      • Deprecation of certain URL patterns for published Zoho Writer documents

        Hi Zoho Writer users! We'd like to let you know that we have deprecated certain URL patterns for published and embedded documents in Zoho Writer due to security reasons. If the published or embedded documents are in any of these URL patterns, then their

      • Using Mail Merge Template to Print Documents with One Subform Record's Fields per Document

        Hello, We have a Mail Merge template created in Zoho Writer which is not able to perform the functionality which is currently required to automate the documentation task portion of our process. The CRM module we are primarily using is based on a "Loans"

      • Problem with Writer and Workdrive

        Hi team, I’m the super admin for our Zoho One org. WorkDrive is active, and Zoho Docs is deprecated for our org. However, Zoho Writer cannot connect to WorkDrive at all — we’ve cleared cache, tried incognito, and restarted several times. I was able to

      • Set to Review for all

        We are testing the use of Writer as part of an internal review process for statement of work documents and have found that when the document is changed from Compose to Review by one person, that is not reflected for all others who view the document. Is

      • I’ve noticed that Zoho Sheet currently doesn’t have a feature similar to the QUERY formula in Google Sheets or Power Query in Microsoft Excel.

        These tools are extremely helpful for: Filtering and extracting data using simple SQL-like queries Combining or transforming data from multiple sheets or tables Creating dynamic reports without using complex formulas Having a Query-like function in Zoho

      • stock

        bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problem

      • SOME FEATURES ARE NOT IN THE ZOHO SHEET IN COMPARISION TO ZOHO SHEET

        TO ZOHO sir/maam with due to respect i want to say that i am using ZOHO tool which is spreadsheet i want to say that some features are not there in zoho sheet as comparison to MS EXCEL like advance filter and other Features which should be there in ZOHO

      • Zoho sheet for desktop

        Hi is zoho sheets available for desktop version for windows

      • Tip #18: 6 Trendlines and when to use them in your spreadsheet data?

        Charts are a great tool for visualizing and interpreting large chunks of data in spreadsheets. Zoho Sheet offers you 35+ chart options, along with AI-powered chart recommendations based on the data set you select. There are various chart elements that

      • Perform customized calculations with the new LAMBDA functions!

        We released the LAMBDA function in Zoho Sheet in 2021, enabling customized calculations inside predefined functions. Now, we're extending LAMBDA's capabilities with six new functions. Each of these functions applies LAMBDA to the given input, performs

      • Next Page