Looking for advanced support solution for support related issues

Hopefully I can explain this correctly. I'm looking for an answer on if this can be done and if so, which app should I use. I'm currently in Zoho One free trial.

We are IT focused with many different types of equipment in the field.

Scenario:

Customer has an issue so we direct them to a Support page on our website
They select their company name via a pull down menu
Based on this selection, we walk them through a troubleshooting step-by-step to diagnose their issue before calling us.

For example, customer A might have different equipment compared to customer B. Based on customer A's response to where they are inquiring from, we will present them with Solution A decision tree questions which will guide them through rebooting and/or checking various pieces of equipment relevant to their equipment.

Hopefully they fix it themselves. If not, they submit a ticket.
The ticket pulls up into our Zoho Desk application and we can see what they have already tried
Once their ticket is submitted, we get a notification and reach out to the customer, or, we then give them our phone number to call in and discuss the issue.

Ultimately, we are trying to reduce the amount of service related calls that we are getting for issues that are common and might include other people equipment (for example, if their internet is down, call your ISP before you call us).

Can you guys help guide me towards what I should be looking at? I'm new to Zoho One. Thanks.

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