Delay creating new tickets when e-mailing

Delay creating new tickets when e-mailing

We have just started using Zoho and have an issue with mail forwarding. There is a delay between sending the e-mail to  support@ourcompany.zohosupport.com  and the ticket appearing. This delay varies from around 5 minutes to up to 15 minutes. Really, we need tickets to be created instantaneously.

Is a delay normal or is there is an issue with our account?