Understanding the workflow of CRM and Support

Understanding the workflow of CRM and Support

Hi Lawrence,

 so far, I always had only a ticketing system (Zendesk, Smartertrack or others). Now, with CRM Plus I have a bunch of apps all together. I would like to have your suggestion on how to set up my workflow.

Here is my scenario:

I am renting vacation houses. So I receive many requests a day. All these requests should go to Zoho Support and become tickets which I will then elaborate. So far so fine...

I have also several agencies, partners and collaborators. I would like to have those in my CRM. So, should I have ONE specific e-mail address in my CRM and other support e-mails in Support? Or doesn't it matter and I can sync all? I have set up the CRM integration in support, but I am not sure if it syncs also the accounts, contacts etc.

What would be the logical workflow and which part I should use better? A customer that requests a vacation house is of course a lead and might become a potential. However, I need this to be a ticket. Can I have both? A customer as a lead in CRM and as a ticket in Support?

How should I split my e-mails? The main e-mail in my CRM and only support e-mails for Support? Or also the main e-mail in Support?

I would really like to get your suggestions. You know way better what the best workflow might be and how to set this all up.

thanks, marc