Why do you need Zoho Support ?
Customer Support is important for business success.
Customer feedback / questions through e-mail, web form or phone is common. We need tools to organize them better, so that we can respond on a timely fashion.
If number of requests that we get is less than say 10 & if you are the only one who respond to all of them, then it's easy to manage them with personal E-Mail box. But what happens if we get 50 requests a day & have more than one person responsible to answer e-mails or phone calls from the customers? It will be a mess if we try to handle them using individual E-Mail box.
That is where Zoho Support will be helpful. It helps us assign / pick-up tickets/requests from a common place, respond them & track till closure.
Regards,
Peter