Using Zoho CRM as a team working together answering customer e-mails

Using Zoho CRM as a team working together answering customer e-mails

Hello,

I have spent a lot of time setting up Zoho CRM and just discovered that we have a huge problem regarding e-mails. All the documentation suggested that it was possible to handle customer e-mails from within Zoho CRM and also see e-mails from collegues. We are using the Enterprise Edtion with Zoho Mail Add-on. While reading about the functionality i assumed that:

-It is possible to have a central consolidated mailbox in which customer e-mails land which all employees that i give access can see
-It is possible to lookup the customer information stored in Zoho CRM with the touch of a button when opening the customer e-mail
-It is possible to create cases from e-mails with the touch of a button where an e-mail with case is assigned to a user and the e-mail is flagged as such so another user does not respond to the same e-mail
-Sending auto responders to e-mails that come in
-Follow up e-mails are automatically assigned to the user that has already replied previously to the customer

As far as i can see now all these things are NOT possible and this is very dissapointing/fruststrating. I am looking for work-arounds right now and would very much appreciate any idea's on how to achieve the functionality mentioned above.

I'm looking into Zoho Support right now but as far as i can see the integration between CRM and Support are not realtime? So when an e-mail comes in through the Support application how to i quickly find the corresponding customer in Zoho CRM?