Customer Service System with FAQ

Here are some general requirements: 1) Website interface (user logs in to post their ticket, and to see updates to ticket, and to search forum etc). Example: [login to view URL] 2) Forms for each website that grab the same info that the website interface would request 3) Updates to tickets shown on web interface and also sent to customer in email 4) Algorithmic approach to every ticket, so it helps answer customers question as they go through the ticket creation process, based on keywords or tags it shows relevant forum posts, etc (See attached example of sample algorithm, actual algorithm is a few pages long) 5) Forum/FAQ module (content to be updated through ticket publishing, customer input, customer service input etc) Automatic assigning of tickets to agents or groups of agents based on type of ticket