I'm really glad that you all thinking of this, but i'm not really looking for another app to got this working.
I want to do it with SS, so Ryan tx for the hints. I'll get to it, and post again if i've made some progress.
I kinda hijacked it a bit because I wanted to get some ideas on a new ticket system. I fully understand that you want to build your own - if you are doing so because you want a personal project then go for it... if however you actually need a ticketing system to meet an urgent need and you want to provide ease of access to your users... I recommend using one that is out there ( due to the respond by email feature). But which ever way you go hope it works out for the best!