We are currently evaluating the Zoho Desk to fit in to our workflows. We can see this is very much straight forward to fit the features of the Desk with the processes by little modifications. 

We were recently trying to update the contact details, such as Phone, Email and some custom fields we have added out of need to our requirements. So according to the basic flow if a user contacts through any source a contact and a ticket is created in the desk. So basically ticket is a shared part of contact and contact should share data with the ticket. But when we updated the contact the fields we had updated are only updated in the contact but not in the ticket, such that phone and email even after updated in the contact are null in the contacts ticker.

So we are now seeing no consistent data in the contact and it's ticket. So we would like to know,

1. Why would the data updated in the contact not get updated in the ticket?
2. Are we supposed to update contact and ticket separately?