if you're emailing [email protected] and it ends up in a shared mailbox, then it isn't allocated to your account like it is when you're using the ticketing system.
when using a ticketing system a unique mailbox is created for the issue, only the agent that was allocated to the issue has access to data.
when using a ticketing system a unique mailbox is created for the issue, only the agent that was allocated to the issue has access to data.