Outgoing Emails not Received by Customer

[Hector]

Hello we're setting up our service desk instance and migrating from a different service. As part of our functionality, we need to be able to create requests/tickets by emailing the customer first as well as creating requests when a customer emails us. The problem is requests are not being created when the customer is emailed from our service desk instance. We've tried emailing multiple email accounts from different providers and no one seems to be receiving the initial request.
On the other hand when our email queue receives an email form an external address, our outgoing response emails arrive to their destination without a problem.
Any idea on what we could be doing wrong?
We set up our email according to this article https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-900996548.html
Thanks

[Angélica Luz]

Hi Hector,

Thanks for reaching out to Atlassian Community!

I saw that you created a ticket with our support related to the same question and they are already helping you with this issue, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Regards,
Angélica