Currently there are multiple mailboxes are receiving emails from the clients for different purpose and getting forwarded to SNOW for case creation creating difficult challenges
Current Challenges
The existing RPA-driven process is complex, difficult to maintain, and prone to ticket misrouting.
Duplicate tickets are often created when retailers do not reference existing case numbers.
Spam and irrelevant emails can enter the process and generate unnecessary tickets.
I want to achieve solution
ServiceNow-first approach using Flow Designer for email ingestion, filtering, routing, and ticket creation.
Utilise a central Customer Care mailbox as the primary intake channel.
Automatically populate ticket fields and transfer email attachments into ServiceNow.
Implement controls to minimise spam, duplicate tickets, and invalid requests.
In your opinion, what will be the best approach here?
Thank you
