Hi Raz
Actually we already did such an application for a customer. I strongly recommend to use Seblod to build the whole application from scratch since it will allow a seamless workflow in your process.
1- you build a first 'site' (frontend) form for the end users where they enter information. When they submit the form Seblod yields a tracking number (on screen and in an automatic email). An additional notification email (with the tracking number) is sent to the admin so that he knows he has to answer.
2-the admin manages the 'ticket' in back or front office (you really can do either way with Seblod) provinding an answer. A seblod search&list on the ticket gives him the question/information according to the tracking number.
3-upon the submitting of the form a new email is sent to the end user engaging him to come back and read the answser.
This is really a typical seblod application, don't worry you CAN do it :)
cyril