Sales Support how To setup?

[agma]

Hello,

How do I setup OTRS for Sales Support ?

For instance:

We need queue for : Financial Support, Sales Cote, Sales Request, Sales Support
People with email for each queue. The manager must access everything.
We use one email for everything. Most of these emails won't be tickets.
Maybe would be nice to create another email box. For OTRS SPOC usage.
We need to generate a ticket when someone calls on phone for Cote. This ticket cote may be turned to Sales Request.
Sometimes a Sales Request can be turned to Sales Support.

Our objective is to make a analogy with Helpdesk. What do you think about it?
A mix of Help Desk and CRM with OTRS. Possible ?

Thanks in advance,

Agma