Spinning Up ServiceNow: IT Service Managers' Guide to Successful User Adoption

© Gabriele Kahlout 2017

Gabriele Kahlout, Spinning Up ServiceNow, 10.1007/978-1-4842-2571-4_4

4. Email support

Why open tickets automatically from email and how to do it without disappointing customers

Gabriele Kahlout¹ 

(1)Doha, Qatar

If you want to drive retention and repeat usage, there isn't a better way to do it than email.

—Fred Wilson,¹ Co-founder of Union Square Ventures

The quickest way to hook ServiceNow in the everyday workflows of your organization is to let ServiceNow receive emails and automatically convert them into ServiceNow tickets. This frictionless approach works even if you hope to eliminate email one day (Chapter 10).

Recognizing the power of email, every ServiceNow instance comes with an an email address built into it. If you ...