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

        • insert an equation, but in document, it shows an image not available.

          I'm new to Zoho writer and used Zoho writer in desktop app version . When I inserted an equation, I got an image not available sign. Any help is appreciated. Thanks, Charles

        • Zoho Desk Android app update - Swipe action customization

          Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening

        • Import KB template OR Export template for zoho desk?

          Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible

        • XML format to import knowledgebase into Zoho Desk

          Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.

        • Zoho Desk integration with Power BI

          Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

        • Arranging Ticket Templates

          Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical

        • New Mandatory One-Click Unsubscribe Link Overshadowing Custom Unsubscribe Link

          I was recently informed by Zoho CRM Support that they are now mandated by the large email service providers like Google and Yahoo to provide a one-click unsubscribe option in the header (not the body) of all mass emails. I have a custom unsubscribe link

        • What they mean with "Portal"?

          I just downloaded this app to take my personal notes on digital art studio because it seemed to me the most comfortable app to do it, I use it very often, what do they mean by “no activity on your portal”? I have about 1 year of work here and I don't

        • Inactive User Auto Response

          We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

        • favorites no longer listed

          Hello, I can no longer navigate to my Favorites from the pulldown at the top of my grid view (see attached screenshot). I wasn't able to find it anywhere! Please help me display my Favorites. Thank you!

        • Notecards Disappeared

          Got a new phone. Downloaded and signed in Zoho Notebook. Not finding the Note cards. Just Empty Note books. Frustrating.

        • Table Errors

          Hello, I'm new to Zoho Notebook and using it on several Mac/Apple devices. My question is regarding tables: Why do they become broken, and how to fix the error without retyping all my data? (Please see the screenshot attached.)

        • Aggregating the First Value in the Group By of a dataset

          Hi I am trying to get the following Aggregate Formula to work in my chart, but cannot seem to get the right format. I have a series of data that I am running an include_groupby and want to SUM only a column in the first row of each group. So for example.

        • Zoho Tables instead of Zoho Creator Spreadsheet reports <3

          That would make my day for sure. Zoho Creator is create, but miss data entering as AirTable/Spreadsheet can. Seeing Zoho putting effort in this makes me think maybe one day we could see a similar interface for Zoho Creator spreadsheet reports. B.

        • Zoho Sheet - Desktop App or Offline

          Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

        • Notebook Stack

          Hi Everyone I Hope you´re fine, I´m sorry if this idea was posted before (I made a search but I haven´t find anything related). So, Having the possibility of stacking notebooks would be an interesting way to order notebooks that correspond to the same

        • Writing on sketch cards is bugged when zoomed in

          When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

        • Swipe between notes on iPhone

          It'd be convenient if I could move from one note to the next in a notebook simply by swiping left to right.

        • Sales IQ chat is not working in signed android apk

          I have integrated ZOHO sales IQ support chat and i have followed each step and its working fine in my development build but when i create signed APK for it. Chat does not work in it and showing awaiting for detail. I previously asked the same query but

        • COQL order by COUNT not working

          Dear community, I am trying to get a list of deal amounts per planner working on it and sorted to get see who has the least amount of deals. For some reason, I am unable to use sort by in combination with a COUNT. My original code was: query = "select

        • I want to duplicate a report and name it something else

          Hi, I have created a report, and now want to reproduce it and call it something else. so that I will end up with TWO separate reports with different titles. Please tell me how do I copy / reproduce a report please

        • Zoho CRM: Sales Rep Professional Certification Program on Coursera

          We are happy to share that we have published the Zoho Sales Representative Professional Certificate in partnership with Coursera, a leading platform for online learning and career development that offers access to courses and degrees from leading universities

        • OS X Notebook quits immediately upon launch

          NoteBook for OS X (Sequoia, but also under Sonoma) always quits immediately upon launch (so I cannot use the "Attach user log" option). I've restarted my MacBook but the problem persists. If it helps, attached is a diagnostic report from Library>Log

        • Can External users upload files or images to WorkDrive?

          I want to know if it is possible for someone externally through a link and PW be able to upload files and images onto WorkDrive?

        • Multi-line fields character limits

          Is there a way to set the character limit higher on multi-line fields so that we are not losing information pasted into the field? When the text is entered or pasted, there is no error to say that the text is too large. After saving and going back to view most of the text is gone.   Also, when viewing the resume, the text is not wrapped in the multi line fields and can t be read without scrolling across the page.

        • Taz bot not working — What should I do to resolve this issue?

          I am experiencing issues with the Taz bot in Zoho Cliq—not receiving responses or it does not seem to work as expected. Could you please explain why the Taz bot might not be functioning and what steps I should take to resolve this issue? Thank you!

        • Zoho Calendar soft bounce on @hotmail.com and @yahoo.com email addresses

          Hello, our Zoho calendar recently does not send the calendar invites to emails with hotmail and yahoo domains and comes back with a "soft bounce". other domains like Gmail works fine. Also sending "email" to the same emails to the above domains work well

        • OneNote Migration

          I am trying to migrate two notebooks from OneNote. For five days now I have had no notification that migration has completed and the migration page show 50% complete - one notebook completed one not finished. It just stays like this. I am unable to cancel

        • Set various time slot reminders for task and event

          Hi I would like known if there is possibility to set various time reminders for a task or event like we have the possibility to do in google calendar or google task. For example I'am creating an event or task and I want to be alerted before 30min and

        • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

          so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

        • Zoho Calendar not functioning---cannot edit, add attendees, etc.

          Hello, My calendar is acting strange. I'm using Chrome as my browser and pop ups are not blocked (the calendar worked fine yesterday). When creating an event, I'm not able to "edit" the event and add attendees, etc. The link is non-responsive. I cannot

        • Spilt Axis for stacked column and line graph

          Each month around this time I prepare a business review deck. One of the biggest annoyances I have with Zoho, also happens to be something that most other platforms have provided for a long time now, and that is being able to create a chart with stacked

        • Pin a note on top

          Dear Zoho Notebook Team, Please highly consider adding ability to pin a note on top and arrange pinned notes. I have a lot of notes that I want to pin important ones on top and this feature is missing badly. Thank you.

        • Windows 11 app ver 2.2.8

          I have been trialing Zoho Notes syncing between my PC and iphone. No problems with iphone but the Windows 64 bit app ver 2.2.8 was very buggy and would lock up completely, needing a Control Alt Delete etc to close it down. It seemed to be connected to

        • Deluge Script: Onboarding → Access Form

          Hello everyone, Edit: Sorry, I think I put this topic in the wrong section. I’ve recently run into an issue that’s been giving me a bit of a headache for the past few weeks. Context: This is my first time using Deluge to create a script, but it’s not

        • ZOHO BOOKS - EXCESSIVELY SLOW TODAY

          Dear Zoho Books This is not the first time but it seems to be 3 times per week now that the system is extremely slow. I work on Zoho Books 95% of my day so this is very frustrating. Zoho you need to do something about this. I have had my IT guy check

        • Windows Device Authentication

          We have recently started using ManageEngine, and my boss saw a device management feature in the Zoho One directory. We thought it would either help give us more intergration into Zoho one through bringing ManageEngine services through Zoho one. Or, it

        • How can I change spell check language?

          I cannot find the way to change spell check language. My "display language" is English, and I want to have the same one for Spell Check, but it is Russian!!! How can I change it? In one of your explanations you mentioned that I have to choose it from

        • Mail is so slow - doesn't even work!

          Mail has been getting slower and slower - and today it's not even pulling up emails in either Inbox or Unread. This is beyond frustrating since email is a big part of business. Sent a request through the useless help portal - no response. Called the useless

        • User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts.

          I am the administrator for joelles.com One of our accounts has been blocked saying this: User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts. I cannot change the disabled account in the control panel as it says that it

        • Next Page