Why is the desk/crm integration so weak?

Why is the ZOHO DESK integration with CRM so weak?

It's hardly an integration except for the fact that clients are synced between both.

Let's assume this scenario, I run a company that provides web hosting services.

I have the services I provide to my customers under the deals module. I could have them as products, but deals is better to keep track of the service lifetime, products is a far more basic module.

So let's say a customer wants to submit a ticket.

There is NO WAY to link that on-going service contract I have with the customer.

There is really no way to see that other than clicking CRM details.

OTOH, I can create that ticket from the CRM, but then I lose most of the desk functionality, because I can't receive the tickets but I have to create the tickets myself.