there are a dozen and a half ways to do this, but similar, however the main concept was actually creating a CS branch of people who are trained in Una architecture well enough to actually answer and resolve these things, and get paid to do so, versus creating more problems and complexities by incorrect answers or not fully supporting a ticketed ID, and then some.
an extant and time proven ticketing system would be far better, i almost worked at a company once doing exclusively this, i dont recall what the software was called, but there is a LOT of it out there.
:)