Hello, my company is debating purchasing Zoho Support in addition to Zoho CRM. We require the email to case functionality in Zoho Support. Currently, we run the professional edition of Zoho CRM and are using a free version of Zoho Support to evaluate it's benefits.
So basically Zoho Support is Zoho CRM without sales modules and with an email to case system, a customer web portal, and a knowledge base for customer reps and customers. I want to know how the two systems interact.
In Zoho Support I found an option to import data from Zoho CRM, but that seems rather cumbersome because if you make a change in one system, you'll have to redo the import to retain the data in the other system. And I couldn't figure out how to import backwards, from Support to CRM. I feel like the best option would be an ability to sync the two databases, but this option is not present as far as I can tell.
In Zoho CRM I found an option to integrate Zoho Support for 3$ / user / month, and the documentation on this option seemed pretty vague. The help page only showed the ability to view customer requests in Zoho CRM, but if the CRM can find the requests in Support, then the two systems must be integrated somehow so that the records can be associated accurately. I couldn't find any documentation on how they interact.
So my question is: is there a better way to sync the two databases? What happens if I make a change in one database, but I need the change to register in both at the same time without manually changing both records? What's the best way to maintain the two separate databases?