General - How does writing to email@example.com help the IT team?
The email goes into our "request tracking" system. We document the progress of your question or issue in the system. This allows us to easily hand it off to someone else in case of vacation, sickness - or in case we need to get someone with more knowledge involved.
We also are able to see the requests we have received in one clear place. They are separate from emails in our inbox - that allows us to be focused on solving issues and answering questions for people without having to hunt for them in a myriad of emails.