A very helpful tip is to assign a machine to a user so any ticket they raise via email will automatically be assigned with the proper assigned machine.  In this example we also added the users name, phone number, and even initial notes we want added to the ticket if they send a support email to our ticketing system:

[edited by: Brendan Cosgrove at 3:44 PM (GMT -7) on 2 Jul 2012] remove a