Implementing a support ticket/help desk system?
You could involve CiviCase, but depending on your needs you may get away with just creating custom Activity Type(s) and custom Activity Statuses. And then given you are doing this in Drupal, I would spin it all together via Webform+CiviCRM which should then give you ability to have a single form and apply Conditionals based on the 'need' to specify which Activity Type, Priority (as a new custom field on Activities) and Target contact.

hth