Zoho CRM provides the Customer Support & Service management (Help Desk) features, such as Cases (Trouble tickets), Solutions (Knowledge base), Case Routing & Escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Websites. In addition, you can synchronize customer-specific email messages as Cases from Microsoft Outlook mail client to the Cases module in Zoho CRM.

The Cases and Solutions functionality can be used to streamline organization-wide Customer Support processes by integrating Sales & Customer Support in a single system. Integration between Sales and Post-sales support management helps organizations in resolving the customer reported cases in the least possible time, enhancing customer satisfaction and allowing for more cross-selling and up-selling opportunities in future.