We would like to use Zoho Support to log all communications we do with customers. We found it very natural to do so by using the "Add Request" button, but we were disappointed to see that the customer doesn't really receive the message we create there. Instead they receive the "acknowledgment" message for new request creation only.
First issue: the acknowledgment message looks weird for the customer, because s/he didn't send any request to us... it has been started by us.
Second issue: the message doesn't reach the customer.
Thirst issue: not having the message, there is no way for the customer to reply to it, other than an eventual access to the portal.
Am I missing something or there is really no way to start requests from our side, but having the customer receiving the original message?
Thanks,
Frederico Knabben