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I have a small function checking that the incoming email belongs to some of our customers. Main reason is naturally the SPAM and since our system is using SMS notification, I don't want to trigger SMS for every SPAM message as well.
It would be nice to have some "small" customer database, in our case I just check that the domain is in list of domains of our customers with valid support contract.
Just a small additional feature could be also to create customer personnel record for each incoming email if record for sender doesn't exist. That record could be then updated by support person with the details like MSN/Skype/Mobile Phone...
Since now the ticket has the contact info, but if the customer doesn't like to fill-in that data always, the support system could easily show info from the personal record based on email to see detailed contact info like MSN/Skype/Mobile Phone...