Issue with Customer Responded Requests and finding customers as contacts in Zoho Support

Issue with Customer Responded Requests and finding customers as contacts in Zoho Support

Hi,

I have integrated Zoho CRM with Zoho Support to daily pick Contacts and Account from Zoho CRM to Zoho Support. Now I have 2 questions regarding that

Q1 - I have around 390 contacts (customers) in Zoho CRM but in Zoho Support I can see nearly 3000. Probably every person who is writing to my support address is added as a contact in here. In result I can not differentiate between customers and non-customers by just looking into Contacts Tab in Zoho Support.

Q2 - Regarding "Customer Responded Requests" I thought it will show me all requests coming from my customers. Well, It does but not the way I expected. For instance John is my customer when he sends an email to my support address, Zoho Support open a Request but that request can not be seen under Customer Responded Request. Now if I reply to John and when he replies back to me, only then I can his request under this view.
Idea is I want to know which requests are coming from my customers in the first place and which are from non-customers end to set priority. How can I acheive that ?

Thanks,
Hasan