As the title says i wonder what is the difference between CRM VS helpdesk/ticketing system and when to use each.
Details: We are small tour operator, 99% sales are coming online (ecommerce), and currently all communication (support and sales) goes through one email and is handled by one person. This set-up is obviously not right (often emails get lost, etc). So as i understand we should add help desk/ticking system (for which we love Zammad!). But when CRM is needed ? Is it one or another or do they often go hand in hand ?