Actions with Manual Review Required?

I'm working on improving our sites "help center" to minimize customer service repetitive tasks. Im interested to know if there are existing libraries I can use to minimize the work needed while creating a clean solution.

Scenario:

User reports a problem. (Example: A delayed package) Business logic validates the report and if valid, and no misuse suspected

Execute behavior and inform user accordingly.

OR, if possible misuse of automated reporting tools are detected

Thank them for report and inform that the report is under review.

The report would be processed by customer service reps and they will review the scenario and account history to either accept or reject. Accepting should execute the same code as if it passed initial validation < this part is key.

I'm thinking of utilizing "laravel actions" for the first time in my code base rather than services.

An action for each scenario, which may result in a chain of programmatic behavior. And perhaps I will create a new table for CustomerRequestedActions, with a "review required" column to decide which require manual intervention.

I hope that makes sense. I'm basically looking for reusable code that can either be executed automatically or later after review. Are there existing packages for this type of thing? Or perhaps a different way of looking at the overarching goal.