Zoho support is telling me that my customers would need to be added to my organization, essentially meaning I'd pay a monthly fee for each of them as if they were agents/staff of my company. This floored me. A web-based ticket system that my customers are not allowed to use and must only interact with by replying to my company's email messages?

But it's very hard for me to understand what my Zoho support rep is saying with certainty, so I'm checking here in the forum to be sure.