How can I use our client email for sending/receiving emails instead of instance@service‑now.com?
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08-13-2025 04:58 AM
Context & Objective
By default instance@service‑now.com email for notifications and inbound processing.
Our goal is to have emails appear from our own domain (e.g., helpdesk@clientdomain.com) and process inbound emails via ServiceNow seamlessly.
Tried changing the SMTP server's "From" address in Email Accounts > SMTP. Outgoing emails appear correct, but replies bounce or aren’t processed.
email sent from system but user not received any ServiceNow mail in outlook inbox.
What criteria required for Email id and How we can achieve this?
Thanks
Vishal Agarwal
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08-13-2025 05:08 AM
Hi @vishalAg20
As far as I know, the formal email address will always be instancename@service-now.com, and we cannot change this.
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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08-15-2025 11:07 AM - edited 08-15-2025 11:21 AM
I believe you would have to set up your own custom email server and that would give you that control. I have done this in a PDI with Gmail and the emails that were coming out of my PDI were '@gmail.com'.
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08-15-2025 10:33 PM
yes i believe, that is what Author's network team and wintel/ ad team should help with, setting you pop3/smtp server, which can be used in the outbound configurations such that can forward further.
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08-15-2025 10:40 PM
Hi @vishalAg20 ,
To send and receive emails in ServiceNow using your own client email instead of the default instance@service-now.com, you need to configure email accounts within ServiceNow. This involves setting up both outbound (SMTP) and inbound (IMAP/POP3) connections to your email provider's servers. You'll also need to adjust notification settings to use the custom "From" address.
If my answer helped you, please mark it- solution accepted.
Regards,
Nikhil Bajaj
Regards,
Nikhil Bajaj
