I would like to confirm that we can't initiate a ticket to customers? In other ticketing systems I used such as Freshdesk, when someone switched from sales to being a client I was able to use the ticketing system to send a solution and intro documentation to the client and from there they could continue to ask questions (tickets). 

It doesn't make any sense that tickets can't be initiated and sent to clients in Zoho. If this is not a feature please add it ASAP as an option for those of us who would use it.