Brian, have you considered using a help-desk/ticket system? It might be a little more geared to what you’re trying to achieve. A company I use to work for used a MS CRM platform to track this data, but it was because they were supporting external customers, so it made it easy for them to integrate all the customer/invoice information into the single CRM application. We use ServicesWise here @ GD-IT to manage our help-desk functions which meet the service as you described. Might want to check out what’s out there for that. Google “IT Help Desk Ticket Systems” and I’m sure you can find a bunch.
Hope that helps.
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