Creating Support Tickets from Emails is one of the core functionalities of a ticketing system and it can hugely benefit any organisation if the ticketing system is directly part of the global CRM implementation.
SugarCRM since the early days has included on any version of its CRM product a great functionality that is commonly used between my customers: the Inbound Email to Case creation (as in Email to Support Ticket creation).
To know more about how to set-up the functionality out of the box, for a Sugar v7.2.2.0 (latest Sugar version while writing this article), please refer to this section of the manual.