I have several departments that use the helpdesk. For example, a customer service group, and an HR group. The HR group receives CVs for applicants send to firstname.lastname@example.org, while the customer service group manages customer inquiries received via email@example.com
Obviously the Status field such as Open, Pending, and Closed are useful for both groups. But the HR group needs specific fields such as "Applications", with options such as in review, approved, rejected, and so on.
Hence, it will be very useful to be able to customize views so that each group has their own set of specific custom fields whcih they can use to categorize messages.