We like to route our emails internally based on what the requesting domain was. This is great for IT companies, or for those who service multiple types of fields. For example, if you have a client who purchases web software from you, you may wish to add a tag to a specified feedback tab signifying that, or create a group that includes their email domain (@somewhere.com). Then set up a trigger to forward to the correct person in your organization.
If a big company uses you for support, you may want to route your clients' employees support requests to their manager via a trigger, then once the manager accepts or denies the request, another trigger can put it into your open ticket box.
This is just a way that we like to route tickets internally.