Thanks much! Interesting idea. Perhaps what's needed is a 3rd application. It would be a dashboard to pair 1 help desk database with 1 or more team mailboxes. It would let you easily copy a email message from the mailbox, to the help desk. More brainstorming is welcome!
I don't have much free time at the moment. I plan to look at the various project requests in December when I have more time, and get things out before Lotusphere '09. :)