We've deployed RT to manage the support e-mail workload. We hope this will give users more consistent support service because every request is automatically assigned a ticket number and logged in our system when its received. Any updates made to the ticket result in an e-mail sent to the requester. We can see at a glance any ticket that has not been resolved. This was not easy to do when we were looking at a busy mailbox.
Having done this we realized that we needed a new mailbox for non-support messages such as when users send us suggestions for new features, or just when they want to say hello. Therefore we've created the mailbox firstname.lastname@example.org.