I work for a non-profit in Singapore and I sent in an email requesting for a demo. I was pleasantly surprised to hear from Charen from the Sales team very quickly. Thanks for that! : )

I'm currently experimenting with the trial version and it's looking good. We'll be getting requests through a web form on our website. I've already created it and tested it out with another email acct and it's working good. However, I do have a question about the process:

1) Customer gets in touch with us through the web form on the website

2) I access Zoho Support and reply him.

3) He gets my reply in his email. He replies my email on Outlook/Gmail/etc.

But, I don't see his reply in the thread on Zoho Support. Why's that?

To be clear, I'm not looking to give our customers their own portal. They need to be able to reply us via email and we need to be able to see the entire thread on Zoho Support.

What am I doing wrong? How can I make this work?

Thanks again!