We use Zoho CRM and Zoho "Support" in a daily basis and know that from some tickets getting in a day you would find a real need from customers and create a new potential in our CRM, but this process can not be easily integrated to the CRM and sometimes you can loose the potential because many times it has to go through a manual process, probably because the agent doesn't have the access to CRM to create this potential or CRM-user loose the following of the case, so it would be very interesting to have an option to relate the ticket to CRM potential and even have a following of the same and give stimulation to the agents to find potentials during the process of giving support, resulting this into a new sell.

Hope this can be considered for future updates in the integration of Zoho CRM and Support.

Thanks.