You mean like helpdesk remedy system?
http://www.bmc.com/remedy/
There are multiple commercial softwares in the market that can be customized to your need up to certain level.
In my experience, the best is design and create it yourself from the scratch. That is if you have the pros to do it (programmers). There are corporations who uses Lotus Notes as email system in which they integrate Lotus Notes Apps to create a remedy system which is very user friendly since it is integrated with user email client.
