Ticket system

Many of our customers often call us several times about a problem. Is it possible for Petra to assign an order number when a fault is recorded and also inform the customer of this and for Petra to provide feedback on processing when the customer calls again?

e.g.: Customer XY reports a fault. The call is set to "Handed over to technician" at Petra. If the customer now calls again, Petra can inform the customer that the order is being processed.