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SharePoint Incoming Email is simply a standard SharePoint List that is assigned an email address. IIS SMTP (typically) receives the email from, for example, Exchange, and via timer job consumes the EML and adds it to the List with that assigned email address. What you need to monitor is List Item creation which you can do via SharePoint Workflow, Event ...


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We developed ready to use SharePoint help desk with support of incoming email messages. It is quite customizable. I would recommend you to take a look. I'm not sure which version of SharePoint do you use, but it supports SharePoint 2013 and SharePoint Online in office 365. Product page Docs Series of articles for quick start



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