We always get people sending an email that says could you do this or that, but they don't enter a support request. This functionality would allow you to set certain characteristics for creating a ticket without having lots of incoming email addresses. Remedy has this function.
You send an email to the incoming address with fields like this:
Client: jsmith
Request Type: Linux;central
Priority: medium
Status: Closed
Description: <This is the subject of the email>
Detail:
<Body of forwarded message>
