We are using dynamics 365 on premise and require advice and a quick implementation on how to setup a ticketing system.

What we need is the following:
- We manage devices and sometimes these devices have a defect - we we notice this we would create a case via dynamics 365
- The case may include a text, this text should automatically be set to the customer via email with the case to follow up
- Ideally, when the customer answers, the case would be tracked via E-Mail and attached to the case.