Employee Onboarding - Email in triggers onboarding process

You could potentially do this natively in Freshservice though I wouldn’t recommend it as, in my opinion, Freshservice is not that great at email management.

Your first hurdle here would be making sure that the Email from HR is always in the same format and, ideally, the Subject regularly contains the same word sequence every time.  If the email always comes from the same email address this will be far easier.  If these hurdles already seem to be solved then you might be able to build a reliable process via something like Power Automate.

What you would do is connect the mailbox that is receiving the emails from the HR platform to Power Automate.

The start of the Power Automate flow would be something like ‘Email is received’ with the conditions of ‘Subject contains these words’

Here comes the next tricky bit; you will then need to map the appropriate lines of the email to each of their counterpart fields in your Onboarding Form.  This is likely going to take a lot of playing around with ‘indexOf()’, ‘substr()’ and ‘split()’ expressions in order to get the text you need from your emails.

You’ll want to store each subsequent expression as a variable and then reference those in the JSON body of a HTTP request node at the end of your Power Automate flow.

That HTTP request node should be doing a POST to https://orgname.freshservice.com/api/v2/onboarding_requests/

Whatever account is going to be submitting these Onboarding requests is going to need access to the Onboarding module in Freshservice.