You can use the ticket system for a strong and flexible solution. Shop Support! Magento 2 Help Desk Extension can help you collect all inquiries, request, messages and emails in one place. All messages can be assigned directly to the correct department and no information will leak.
The customer has the option to create a ticket on-line or in person. email support team’s address. The ticket can be also created via admin in the backend. After submitting a ticket, the ticket will be recorded. ticket grid section In the backend. Agents can create tickets in the ticket grid. Priority ticketTies tickets and orders
Our particular favorite is Magento 2 assistance desk extension Automation could allow you to automate sending notifications and changing priorities.