Restrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)

Hi,

We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa.

In Desk, we have 2 Departments, each with its own mailbox (e-mail address):

Department A is for general queries from the general public (not from our current clients)
Department B is for our current clients' service requests

Desk automatically creates a new Contact whenever a "new" person sends an e-mail to any of our departments' mailboxes. Because of the integration I mentioned above, Desk is creating new Contacts for both the general public (who send e-mails to Department A's mailbox) and our current clients (who send e-mails to Department B's mailbox).

When we want to send a Mass E-mail to our current clients from CRM, we don't have a way to distinguish between Contacts from the general public, and Contacts from our current clients. Result: the communication e-mails that should only go to our current clients, also go to the general public Contacts.

Is there a way to prevent this? Maybe prevent the automatic creation of Contacts from some Desk Departments? That is, Desk wouldn't automatically created new Contacts from e-mails sent into Department A's mailbox.

Any other ideas?

Thank you in advance.

Tiago

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