I enjoyed using the ServiceNow email options. With the right set of rules and actions turned on we could monitor several mailboxes with custom actions for each including creating "tickets" or updating open "tickets" The key was to test and ensure that the workflows covered all of the situations you encounter. From a design perspective, it was pretty simple. Implementation on behalf of our ServiceNow administrators was a bit more difficult but well worth the effort. My Service Desk decreased workload once a bit once email actions were appropriately turned on and utilized.
