How can I use our client email for sending/receiving emails instead of instance@service‑now.com?

vishalAg20 · 4 weeks ago

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

Dr Atul G- LNG · 4 weeks ago

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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AJugovic · 3 weeks ago

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'.

Sharique Azim · 3 weeks ago

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.

Nikhil Bajaj9 · 3 weeks ago

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.

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Nikhil Bajaj

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