We are new to Zoho- 

When we researched it one of the most important features was that it could connect with our Outlook.

Now I am told that it will only sync MY emails to MY accounts... I don't know how this could possibly work for a company that has 5,000 contacts and 6 customer service people managing them. Customer service people, in general, do not OWN an account. This doesn't make any sense to me.

If a client emails service person A for help and they reply to them, their email will not attach to the client if it is owned by service person B. Make sense?

Does anyone know if there is a workaround or is this just how it is?

SUPER frustrated