Reply/Forward Keeps Running Thread in one Message Instead of Separ

I am creating a form for customer complaints. The customer fills out a form
and it comes into a que, we assign a Complaint # (i.e. 12345). We then
forward it to a manager who then might make comments then forward it to a
supervisors which could make comments and send it back to me or the employee
etc...

I would like the form to stay in a public folder and be updated without
creating a new message. I would also like the ability to email and let folks
know it is there.

I suppose this is like a ticket system with email capability. Can anyone
give me suggestions on on how to accomplish this?

Thanks,
Angie Penberthy