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

      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ



                                ご検討中の方

                                  • Recent Topics

                                  • Unblocked me

                                    Please can you help unblocked my account thanks materiauxjcbrunet2000@zohomail.com
                                  • Integrating External Portal Tickets Into Zoho Desk

                                    A B2B travel company has a customer portal where clients can raise and submit tickets related to their bookings. These tickets need to be handled and managed in the backend through Zoho Desk. Ticket updates and replies from Zoho Desk should also be visible
                                  • Make Camera Overlay & Recording Controls Visible in All Screen-Sharing Options

                                    Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an improvement to the screen-recording experience in Zoho WorkDrive. Current Limitation: At the moment the recording controls are visible only inside the Zoho WorkDrive tab. When
                                  • Send WhatsApp voice messages from Bigin

                                    Greetings, I hope all of you are doing well. We're happy to announce this enhancement we've made to Bigin. Bigin's WhatsApp integration now supports audio messages, so you can record and send voice messages. This makes it easier to handle customer questions
                                  • CUSTOM FUNCTION GIVE ERROR #EVAL!

                                    CUSTEM FUNCTION CREATE KYA ZOHOSHEET ME US FUNCTION KO USE KIYA LEKIN DATA TO SAHI HAI LAKIN DATA SHEET ME NAHI LAG LAHA HAI KRUPYA SOLVE KARE MY CODE IS float ADDTWO_TWO(float NO1, float NO2) { ADD = NO1 + NO2; return ADD; }
                                  • Samsung Keyboard Issues with Notebook

                                    Dear Users, We're sorry to inform you that some of our users are experiencing certain issues like scrolling, delay/lag, cursor placement especially within the text notes. This occurs mainly due to Samsung Keyboard compatibility with Android 13 and some
                                  • Zoho Books | Product updates | October 2025

                                    Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple
                                  • Zoho Books | Product updates | September 2025

                                    Hello users, We’ve rolled out new features and enhancements in Zoho Books. From PayNow payment method to applying journal credits to invoices and bills in other locations, explore the updates designed to enhance your bookkeeping experience. Integrate
                                  • Zoho Workdrive for Office, "vsto runtime not found"

                                    Hi all, I have been trying to get ZohoWorkdrive_MS-addin_1.4.exe installed, but I keep getting the error "VSTO Runtime Not Found!" - even though I have installed it ... Anyone else hear had problems with the MS addin?  FYI, I am using O365 on A Dell laptop running Win 10 Home - fully patched and up-to-date.  I have tried compatibility modes and running explicitly as Administrator - the usual steps. Any advice would be appreciated.
                                  • Can no longer export as pdf

                                    In NOTEBOOK I am no longer able to export notes to pdfs as I used to be able to. When I hit that command it asks where I want to send it, but no matter what I chose there is no pdf attachment that shows up in order to send. Nothing happens.
                                  • Emails are going to notification folder and not in inbox

                                    emails are going to notification folder and not into inbox
                                  • How can I prevent the Zoho Vault extension from automatically logging me out?

                                    Hi, I want the Zoho Vault Chrome extension to never log out. How can I do this? It only allows me to log out for 1 week, and the same applies to the Android app.
                                  • Zoho CRM App - Links

                                    Hi  Is there are plan for making Custom Links available in the Zoho CRM Android App? I can't see them being added? Thanks Gene
                                  • Templates

                                    Trying to sort out / get rid of unwanted invoice templates, the error msgs are not at all helpful. Surely it's easy to amend the error msg by including a list of the names of the customers / vendors that use it, denying deletion or making it inactive
                                  • Contacts limit in basic vs standard - what counts? Are customers contacts?

                                    I’ve been using books for a number years for my small business. I only ever work with 20 clients at any given time. I do purchase services from a number of vendors to run my business, so there are some comtacts there too. I used to use the basic package,
                                  • Finding missing records

                                    I have a challenge and I am not really sure where to start with it. I can't find any similar threads on here, can anyone help: I have two forms, FormA and FormB. Both forms have records that contain a field called Job_Number. What I am trying to achieve
                                  • Prevent Unapproved Quotes from Exporting to Zoho CRM Finance Module

                                    Is it possible to prevent unapproved quotes in Zoho Books from being exported from Zoho Finance module inside Zoho CRM?
                                  • Updates for Zoho Campaigns: Merge tag, footer, and autoresponder migration

                                    Hello everyone, We'd like to inform you of some upcoming changes with regard to Zoho Campaigns. We understand that change can be difficult, but we're dedicated to ensuring a smooth transition while keeping you all informed and engaged throughout the process.
                                  • Process between CRM and Campaigns to ensure double opt-in contacts?

                                    I would like to ask for a few clarifications to ensure we fully comply with best practices and legal requirements: According to the documentation (Zoho Campaigns CRM sync – Default option), the best and recommended way to sync contacts is by using the
                                  • What's New in Zoho Inventory | August – October 2025

                                    Hello customers, The last quarter has been incredibly productive! We've released a powerful slate of new features and enhancements in Zoho Inventory designed to give you better control, greater efficiency, and expanded functionality across your inventory
                                  • Let's Talk Recruit: Meet Zia, your all-in-one AI assistant (Part-2)

                                    Welcome back to Let’s Talk Recruit series. In Part 1, we introduced Zia and how AI is reshaping the way recruiters work. This time, we’re taking a closer look at how far Zia has come and how each update continues to simplify your everyday tasks. When
                                  • Zoho Developer - Feature Request Platform

                                    Zoho Developer is one of the most underatted platform in zoho ecosystem, however, it may just be what zoho needs to welcome more people to use Zoho Services. The more developers you have creating zoho creator applications and zoho extensions the more
                                  • Last/Previous month in relative date filter

                                    In the relative date filter, what is the difference between "Last 2 months" and "Previous 2 months"? So, if we are on 25-July, then is my understanding correct of the following: Last 2 months :=:      25-May~24 July Previous 2 months :=:     01-May~30-June Thanks.
                                  • Tags get removed from notes on mobile

                                    I don't know why this keeps happening even after all these app updates but if you log out and log back into the app or you reinstall it, all the tags you assigned to your notes get taken off, but if you go on the desktop version the tags are still there.
                                  • Show Zoom Link in Recipient's Calendar

                                    We set up meetings within a record, selecting the "Make this an online meeting".  We use Zoom. Most of the recipients go to their calendar (usually Gmail or Outlook, corporate) to join the Zoom meeting, but there is no Zoom link in the calendar. Can this
                                  • How to fetch custom fields for time entries in Zoho Project API v3

                                    In the previous Zoho Projects REST API, we were able to retrieve custom field details for time entries, including picklist options, using the endpoint: GET /restapi/portal/[PORTAL_ID]/timesheetcustomfields In the new Zoho Projects API v3, we tried using
                                  • VAT rates - exempt and out of scope

                                    Good Evening, UK based company here. I am a bit confused in respect of setting up VAT rates for exempt goods and services; at present I am simply leaving the VAT rate blank in the transactions in order to prevent any VAT appearing in the VAT return. When
                                  • Introducing Lead Capture: Empower exhibitors to capture leads effortlessly

                                    Events provide a great opportunity for exhibitors to generate awareness and engage with potential customers. Efficiently distributing attendee information to exhibitors through a seamless and secure way is of paramount importance. Introducing Lead Capture
                                  • Work Order Creation Issue

                                    Dear Team, I would like to inquire about the daily limit for Work Order creation in Zoho FSM. Yesterday (02/05/2025) at around 6:30 PM GST, I attempted to create a Work Order, but I have been unable to do so since then. Please find the attached image
                                  • Accessing shared mailboxes through Trident (Windows)

                                    Hi, I have a created a couple of shared mailboxes. The mailboxes are showing up on the browser based Zoho workplace, but I cannot seem to figure out how to access my shared inboxes through Trident (Windows). Am I missing something or is this feature not
                                  • URGENT: ChatGPT Extension Failing With “gpt-3 Access Error” (Priority Support)

                                    Appreciate support reviewing this urgently. I am a Priority Support member and need immediate clarification on a recurring issue involving the ChatGPT extensions inside Zoho Desk. Both extensions — including the version created and published by Zoho —
                                  • Zoho Desk iOS update: Custom buttons, follow/ unfollow option on tickets

                                    Hello everyone! In the most recent Zoho Desk iOS app update, we have brought in support to access the custom buttons configured on web app(desk.zoho.com). Using custom buttons you can seamlessly execute predefined actions directly from their mobile devices,
                                  • Zoho pdf suit

                                    Pl. design products with following feature: 1. Please add all features given in Ilovepdf website to work on pdf files. It is mandatory to use pdf in court work. 2. Courts have prescribed New Times Roman, pl. add this font as well 3. Indexing, signature
                                  • Zoho Not Working

                                    Today Zoho not wokring
                                  • Dynamically autofill fields with URL parameters

                                    I have a zoho form embedded in my organization's WP website. Our users find their account with a search tool, and then can select to open this page with the embedded form. The URL of the page holds the parameter that I need, but I cannot figure out how
                                  • User Automation: User based workflow rules & webhooks

                                    User management is an undeniable part of project management and requires adequate monitoring. As teams grow and projects multiply, manual coordination for updating users & permissions becomes difficult and can give way to errors. User automation in Zoho
                                  • Integrate Projects for Desk KB article release tasks

                                    Could you please look into the possibility of integrating project tasks for Zoho Desk article release processes? We are looking for an internal integration between Zoho Projects and Zoho Desk's KB article drafting, reviewing and releasing tasks. We could
                                  • Issue in Annual Leave

                                    We created a policy to credit 21 days at the Start of the Year An employee has taken 16 days of leaves thought the year, so we expect to see 5 Leaves remaining right? But Zoho People is Showing 12 Days of Leave Balance Available If we check the Leave
                                  • Use the searchBy parameter to find user by email address

                                    I'm trying to find a user is Zoho Desk via the Api. In the documentation I see that there is the possibility to add a searchBy parameter in the request. But I can't find how the search values should be formatted. I've tried multiple things and get either
                                  • Zoho CRM Community Digest - September 2025 | Part 2

                                    Hello Everyone! Mid-September vibes: fresh tips, smart hacks, and practical Zoho CRM updates all in one place. Let’s dive in. Product Updates: The All-New Address Field! The new Address field type makes it easier to capture complete addresses in one structured
                                  • Next Page