JSM not raising tickets from e-mail, only directly via portal

[Emma Greenwood]

Clients cannot raise tickets via e-mail only portal (some clients cannot access the portal so rely on e-mail). The clients e-mail is forwarded to our default email account but no ticket is created/raised 

[Robert Wen_Cprime_]

Do you have the email request type set up and connected to your default email account?

Here's documentation: https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

If you have done everything in the documentation, do you have logs?

[Emma Greenwood]

Everything is set up correctly (we have been using this for 4 years), was working fine up until some point last night. Last email ticket raised at 20:30hrs local time.

Looks like all emails are bouncing off Jira (but are copied to our default internal support mail address). Could this be a mail limit issue? If so, not sure where o look/how to resolve

Many thanks 

[Robert Wen_Cprime_]

If we can't get farther with the internal email account, you probably should create a support ticket (you wrote you are on the Standard plan, so you should be able to create a ticket).

https://support.atlassian.com/contact/#/