Crm ??

I am attempting to identify DBs and services that provide for customers to be able to log a problem into a DB, have the DB fire a notification to a CS analyst and be able to capture the CS analysts correspondence regarding the problem.
Right now customers email us with a problem (GW mailboxes are used to store the emails) the CSA, logs the problem into a MS Access DB, researches the problem, fixes it or supplies an answer to the customer so that they can fix the problem.
Once the problem is fixed the item is closed in the MS Access DB. The customers do not have access to the DB and can only see reports that are produced by us on a regular basis.
We would like the customer to be able to log the problem into a customer-friendly DB using selections, drop down menus etc. to minimize the amount of typing. We would like the DB to capture the date and time of every transaction against the DB and be able to produce reports on demand for us and the customer.
Anyone have any recommendations??
Note, I posted this same post by mistake on the DB Mgmt forum page.