Support Bench is a tool that enables an organization to setup a ticket logging and monitoring system. As an organization, you may want to send emails into Supportbench from your application, or from outside. So, via Supportbench, you can create multiple such routes and setup multiple routes for tickets. One thing that you need to keep in mind is, Supportbench is not an email monitoring system, so even if it is spam, emails will be brought into your Supportbench; that is into your queues.
Setting up email routes is important to get the emails into appropriate queues, because this will enable that you to redirect emails into the bench and into the queues, thus saving time of segregating the emails.
After the email route is setup, you can configure your email server to forward emails to the address created by Support Bench for that particular route. The defaults set for a route can be altered by workflows based on the logic you desire.
In order to start receiving email into your route, you will need to setup email forwarding. Email forwarding is a different process depending and depends on how your hosting or who is hosting your email. We put together a list of common providers that should help you setup your forwarding.