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So, can anyone point me in the direction of some sort of (I'm assumine PHP + mySQL) CMS or framework that could accomplish this? I've searched a lot, but I can't seem to figure out the right way to phrase this query to a search engine.
Thanks!
The CMS Matrix site used to have a table that you could sort by features...at least I think they did. It doesn't seem to work that way now. I was going to suggest you search there.
This e-mail system sounds a bit more than you would find in an off the shelf install of the major CMS packages. You may need to look for available plug-ins or add-ons for your preferred system. Otherwise it would be good to look for a CMS with a large and active developer community that you could access for custom work.
I wonder if you wouldn't want to look into some Support Ticket system and work from there.
As for CMS, I know drupal best. Not recommending it for this, but just to give an idea.
The drupal support ticket module says this:
* Configurable email notifications for new and updated tickets.* Email integration allows tickets to be created and updated via email, with support for attachments. New users can be automatically created.
The "mailhandler" module and "mail2web" allow people to post and respond to posts via email.
Somehow you have to link all this together with some workflow management (also available to drupal).
It strikes me, though, that you're opening your system up pretty wide and you'll be using the modules most likely to have security exploits not to mention heaps of spam.