Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the ...
Workflow Rules Workflow Rules help you specify when a workflow should be triggered & when it should be executed ( based on criteria ). For more details about Workflow Rules, refer http://www.zoho.com/support/help/workflow-settings.html#wf-rules ...