Usefulness of keywords ? Your setup?

How does this setup sound …

  1. Personel visit a support intranet page for any
    trouble tickets.

  2. From a list of drop down boxes they select a ticket
    type (queue), enter their name, and issues.

  3. Once they click send a PHP page sends a mail to the
    address of the specific queue they selected. Routing is
    done via /etc/alias.

  4. Once it hits RT it should fall into the appropriate

Is anyone using RT like this? Pros ? Cons ? Gotchas?

The alternative would be to have a single address and
use keywords? Aside from answering the questions above,
how are people using the keyword functionality? What is
your setup?