Postmaster for ServiceNow has long been the go-to email intake solution for organizations drowning in inbound requests. Our customers count on its ability to capture incoming emails, parse key details, and convert them into actionable ServiceNow records—fast, reliably, and without the chaos of a shared mailbox.
Think of Postmaster as the skilled front-desk clerk for your ServiceNow instance. It greets every incoming email, checks it against your business rules, routes it to the right team, and makes sure nothing gets lost in the shuffle.
Postmaster in action:
- Convert customer support emails directly into incidents or cases
- Route vendor communications to the correct procurement queue
- Parse service requests with custom keywords for instant categorization
- Escalate critical issues based on SLA or keyword triggers
And once an email becomes a record, Postmaster ensures your technicians have the right information from the start. But until now, technicians still had to read every message, summarize it mentally, and figure out how to respond.
The Bottleneck
Even with automated intake, large organizations can receive hundreds—or thousands—of inbound emails a day. That’s hundreds of subject lines, bodies, attachments, and chains to read.
Take a real-world example: a major service outage floods your inbox overnight with status requests and problem reports. Postmaster faithfully turns them all into incidents. By morning, your team is staring at a mountain of tickets that need to be triaged, summarized, and replied to—before anyone can move on to resolution.
Sound familiar?
Enter Postmaster AI
We’re excited to introduce Postmaster AI, the next generation of our flagship email intake app—now with built-in AI capabilities to dramatically cut triage and response time.
Here’s what’s new:
- AI-Generated Email Summaries
Every incoming email gets an instant, concise summary right in the record. No more reading through long message threads to understand the core issue. - AI-Generated Draft Replies
Technicians can now start with an AI-suggested response—tailored to the email content and your context—so they can fine-tune and send instead of writing from scratch.
Here’s a real-world example:
What does this mean for you?
- Triage faster: Review a quick AI summary and know exactly what the request is about.
- Respond sooner: Start from an AI draft that already covers the basics.
- Free up time: Let the AI handle the repetitive reading and writing, while your team focuses on problem-solving.
The Tech Behind It
For this release, we’ve integrated OpenAI’s advanced language models to power summarization and drafting. In the near future, we’ll add support for ServiceNow’s own native AI capabilities—letting you choose what’s best for your environment and compliance needs.
Ready to Try It?
Our customers have been asking for faster triage and reply tools, and Postmaster AI delivers. Try it out – let us know what works, what needs tuning, and what’s next on your wish list.
If you’re new to Postmaster, there’s never been a better time to see it in action. You can try it today on the ServiceNow Store or learn more at our Postmaster documentation site.