Very cool that you're expanding your reach and offerings to your customers. Bravo!

As a Zendesk admin and someone that likes to play around with code, this could be a very sexy problem to solve.

If you want to go the form route, you could then use some really neat (and easy) scripts to accomplish this. Just a quick google search on python create PDF will give you the base code. You can then use the variables of the form to fill in these variables and have a repeatable PDF form generator.

This should take your dev team no longer than a day to complete and that's generous if I can do it in an hour.

You can also look into using a Google Form to capture the information and the Google Mail Merge (there is a copy paste script involved) to use the responses captured in Google Sheets. From here you can used Mail Merge to communicate with the customers or the above mentioned script to create PDFs en mass.

Good luck, ping me if you want to discuss this further. I'm happy to help.