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Just so I'm clear, what you want is a template whereby a customer can enter a query onto a website, and then I assume be given a reference number so they/you can track their query?
Which then means you need a background process to (a) capture and forward the query onto you (your people to action) (b) enable a flag to the reference number generated so that all events relating to that query are logged to the same number (c) upload the event log back onto the query page (or a track & trace page on the same site) so that the customer can see it.
Am I on the right track?
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