Social integrations

Hello, I'm hoping someone can give me some info. I feel like Zoho is way more than I need and seems complex but that if I get it sorted out maybe it can work for me. I'm just hoping someone can answer a few questions that I can't seem to find.

My trial is for Zoho crm plus but the main issue I'm trying to solve is help desk type issues but with Zoho it seems you need a lot of different products to get things accomplished so I got the Plus. I'm trying to find out the relationship of how the help desk really operates with the social and crm softwares. It seems like I read in the crm a agent can tie in a personal FB page. If so, will it allow that page to send FB messages from the personal profile over to the help desk? We have a problem of people contacting us personally on FB to ask questions and having no real way to funnel that into a environment to make sure it gets addressed and taken care of. This is the biggest problem with the FB profile page that is the admin of our business page (that is integrated with the Zoho desk). Also, is there any kind of integration with Shopify? I see that the crm integrates but I'm not sure what all it can actually do. With it integrated with the crm can it supply customer/order history information over to the help desk so that relevant info can be displayed along side the tickets?

Last for now, with the Zoho social I believe I should be able to take most communications and forward them to the desk to be tickets...is that the case? If so, does that also work in the Social mobile app? I couldn't find it or figure out how to do so.

Thanks so much for any help anyone can provide...
Susan