Customer can submit support ticket from My Account (needs to be logged in) Ticket needs to have Subject and Content Customer can view his tickets in My Account (My Tickets) For every ticket, there are multiple possible replies, from both admin and customer. I (customer) submit ticket, admin replies, I reply back, and so on For html of my account pages try using default Magento classes and element structure, most of elements are auto-styled that way
Admin can see customer tickets from Magento administration and reply to them Admin gets email on new ticket.
Tickets are per website, per customer. Tickets have status: open/closed