No tickets are created by a particular user and cannot add as customer

[VIZpin Customer Care]

We currently have emails enabled to create tickets when anyone emails XXX@VIZpin.com.  However, when one particular employee of ours, XXX.XXXl@vizpin.com sends an email to that email address, nothing happens.  There's no notification to the user it was rejected and no ticket is created (the email itself, is received in the O365 inbox).  We tried to manually add that user as a customer, and receive an error message simply that that user cannot be added.  All other employees can send emails and create tickets as needed, so can't figure out why one user is unable to.  This was a previous JIRA user, but no longer has access so not sure if that's related?

[VIZpin Customer Care · Accepted solution]

Because we didn't want to regrant access to the existing user, I had to delete them all together as a user, then I was able to invite them to the service desk and things have been working well since then. 

[Jack Brickey]

First you might consider removing personal email info here as this is a public forum.

The issue is, I think, with the fact that they were a previous user. What you likely need to do is simply re-enable them. Were they a Customer or an Agent? If a customer, go to the Admin section (click on cog upper right) > user management > jira service desk. find the user and grant access. If an agent, in user management find the user and grant access.

[VIZpin Customer Care]

Thanks, @Jack Brickey !  I will check those two areas to see if we can get this straightened out!