Hi,

I was looking into this mode: https://help.zoho.com/portal/en/kb/desk/getting-started/home-interface/articles/ticket-queues-for-zoho-crm

And it seems like handshake mode sort a contact as a customer base on the fact the contact has a won deal. 

This is great I guess so non-SAAS business, but for a SAAS like Zoho, how do you implement that? For example, a customer who arrives directly on Zoho and subscribe to your service and pay right away, do you still create a deal and mark is a won? And what if the customer cancel it's subscription, do you need to delete that deal so it no longer show as a customer?

To me would be more logical to base it on the CRM Account Type where we can set it as a customer.