Multiple Exchange Online mailboxes as inbound channels with assignment-group-based outbound "From" a

[真治小]

Hi all,
We are planning to implement ServiceNow as our ticketing platform, and I would like to confirm whether the following email setup is achievable and what the recommended architecture would be.
What we want to achieve in ServiceNow:

• Connect multiple Exchange Online mailboxes to ServiceNow via OAuth 2.0. Each mailbox serves as a separate intake channel for a different support team (e.g., helpdesk-a@company.com, helpdesk-b@company.com, payroll@company.com).
• When an email arrives at one of the mailboxes, an incident is automatically created. The assignment group is determined by which mailbox received the email — for example, mail to helpdesk-a@company.com → Team A, mail to payroll@company.com → Payroll team.
• When the incident is updated (work notes, state changes, replies, etc.), the outbound notification should be sent from the Exchange Online mailbox address that corresponds to the incident's assignment group. In other words, the "From" address of outbound notifications changes dynamically per incident, and it should always be one of the actual Exchange Online mailbox addresses — never a generic instance address. End users can then simply reply to that address and the reply lands back in the same mailbox / ticket.

Questions:

1. Is this scenario achievable with standard ServiceNow features? If yes, what is the recommended architecture?
2. I understand multiple IMAP / Microsoft Graph (receiving) accounts are supported, but only one SMTP email account can be active at a time. Is there a supported way to dynamically switch the outbound sender address per notification based on the assignment group (e.g., via Notification Email Script, email.from, send-on-behalf with a shared mailbox, Exchange transport rules, etc.)?
3. If a fully native approach is not possible, what workarounds have other organizations successfully deployed in production?
4. Is a multi-mailbox / per-team sender pattern considered an anti-pattern in ServiceNow, or is it a common and supported practice?

Any guidance, references to official documentation, or real-world implementation examples would be greatly appreciated.
Thanks in advance!

[Mark Manders]

1. Yes, you can forward/redirect emails from any mail box to ServiceNow and have inbound flows handling the logic. Outbound can be handled through flow/notifications/email scripts.

2. see 1

3. see 1

[真治小]

"When you say outbound can be handled through flow/notifications/email scripts, how do you actually change the sender address at the SMTP level given that only one SMTP account can be active? Are you using Send As permissions on a shared mailbox, Microsoft Graph sendMail via the Exchange Online spoke, or some other mechanism?"

"Has anyone implemented this in production with ~10+ different sender addresses?"