How to Provide Bug and Problem Support

How to Provide Bug and Problem Support

I am new to all this but 'think' Zoho Assist may be the answer. I am looking for direction. We've been in business for 15 years but look to having our client base move out to 100's. We want to provide an email-based platform for users to submit bug notificaitons or support requests that our technicians will need to support. 

I've started a trial but don't really know what I am doing.
  1. Can I publish an email address or URL where customers lodge requests to?
  2. Can I integrate my own Work Order software to capture requests?
  3. How do I monitor team responses to all requests?
  4. How do my team members connect with the customer?