Inbound email best practice

[Richard Parkes]

I need to create some inbound email actions so that emails from specific addresses create incidents when an email is received.

Should I use Inbound email action or Flow Designer with inbound email Trigger ?

Just wondering what the preferred option is.

Thanks

[Sai Kumar B]

@Richard Parkes 

Use Inbound actions and in OOB we already have one to create Incidents "Create Incident" You can refer to that and copy it before any additional modifications.

[OlaN]

Hi,

I would say that the preferred option is using a low-code/no-code solution whenever possible.
In this case that would be Flow designer.

I would also add it will depend on what your process looks like when the incoming email happens. You might want to trigger complex actions, like submitting a catalog item, or generating multiple records, triggering approvals and so on, all these cases would benefit running Flow designer.
If the process is simple, like only creating an Incident, then, as already mentioned, there is already an OOB inbound action that will handle that.

But you should also consider that enabling processing of incoming email through Flow designer, will open up for two sources handling the incoming email (if you still have active inbound actions running).
You will need to have a good knowledge in what processing happening, and in which order.

Be aware that Flow designer email trigger runs before processing of inbound actions (Docs)