Allocation of Request/catergories by Email Subjects

Allocation of Request/catergories on Email Subjects.

We have a content filtering server (Dansguardian) which when a site is blocked a form page comes up and the student will fill in the form and submit it with the reasons why the site should be unblocked. At present this form sends an email to an email list and it is difficult to determine if the email request has been processed.

We would like to change this so that the form when submitted gets sent to the ServiceDesk, however we require an SLA of 15 minutes, and we want the email to be auto allocated by its subject line which is "[Student] DansGuardian: User BAN complaint", and if the request is not delt with it will get escalated along to the next level via the SLA.

So if the email comes in from dansguardian@domain.com to helpdesk with a subject of say [Student] DansGuardian: User BAN complaint, can I auto allocate this to a Technician from the email without having to manually assign it or change the catergory ?

I can see another question here in that can requests via email be put into their catergories from the Subject header ?

Thanks