If you can get them to send the request using the service catalog, I would use the Expression Builder. https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node 

Here is some example code where I needed to parse information from the email address and passed it to the next task in the Automator. Let me know if that is what you were looking for.
 

regexReplace('{{ticket.from_email}}', '@domaintoremove.com','')

 

All fields in the onboard module can be accessed using placeholders. 

The notice isn’t from Freshservice? 

Hi @amaevers10 
We pretty much do exactly that, although our input doesn’t have the table formatting that you’ve got (unless that’s just an example?)

I think this expression would give you what you need, assuming that the email address starts as the next character after the colon in “Employee email address:”:

substring('{{ticket.description | strip_html}}',indexOf('{{ticket.description | strip_html}}','Employee email address:', 0)+23, indexOf('{{ticket.description | strip_html}}', "Termination", 0))

Yes, it is possible to parse structured data from a ticket body to use in a workflow, particularly for automating offboarding processes involving Azure AD or other systems. If your departure notices follow a consistent format, you can use parsing techniques—such as regex or Liquid filters—to extract key values like the employee email address. These values can then be stored in custom fields or variables for use later in the workflow. Solutions like Freshservice, Freshdesk, or other ITSM tools may require custom scripts, webhook integrations, or automation rules depending on their platform capabilities. We recommend validating the parsing logic on sample tickets and ensuring the workflow includes fallback steps for incomplete or malformed data.

Hi amaevers,

Absolutely, this is doable if your ticket format is consistent. You can use Liquid filters or regex to extract values like the employee’s email address directly from the ticket body. Something like regex_extract works well if supported by your platform—especially if the email always follows a label like “Employee email address:”. Once extracted, store it in a custom field or variable and pass it through the rest of the workflow (e.g., for Azure/AD tasks). Just make sure to test with different sample tickets to avoid parsing issues with unexpected formats.

Regards

Use the correct input fields in your form then you get the e-mail 

Thanks for sharing this! Parsing info from tickets can really improve the automation process. I recently worked on a project where we had to streamline user input and redirect it based on keywords. It helped us cut response times by a lot.

If you're working on similar workflow ideas or need inspiration for parsing and routing strategies, you might find this example useful.

Let me know if you’ve tried any other smart parsing methods—I’d love to exchange ideas.

Thanks for sharing this! Parsing info from tickets can really improve the automation process. I recently worked on a project where we had to streamline user input and redirect it based on keywords. It helped us cut response times by a lot.

If you're working on similar workflow ideas or need inspiration for parsing and routing strategies, you might find this example useful.

Let me know if you’ve tried any other smart parsing methods—I’d love to exchange ideas.