you can collect information quickly:
-user details (name, e-mail) and mail text can be
-files, OutlookExpress mails can be "dragged
-emails also can be pasted from clipboard.
If user gives you
his request number you can simply search in request
list by request number.
If user doesn't know his request number then you
can find needed request by name, e-mail, phone.
With reminder function
you will never forget about important things..