E-mails are very convenient for users. Many end users like to send an e-mail rather than using a helpdesk application. Service-Now provides an out-of-the-box functionality: an inbound e-mail action for processing incoming e-mails to Service-Now.
To step through this recipe, you should have an active Service-Now instance, valid credentials, and the admin role.
inbound action, and Service-Now will search out the Inbound Action module for you: