Looking for a RMA-like project management tool?

Hello everybody.
I run a web store on magento. Recently we got involved in offering services to our customers. I am trying to find a way for customers to fill out a form online, after which they would get a certain project I’d or number, then would print out the form they just submitted online and send it to us with an item. Similar to RMA procedure.
If its possible, we would like to see the submitted content on backend and be able to manage that project under earlier given project ID and make updates for that project, like changing project status, etc. Possibly having canned or automated emails, depending on status of project. I hope this is clear enough and someone could give me a hint. Thanks!