I was able to set a customer up with a JSM customer account so they can submit service requests through the portal. As an alternative way for them to reach out for support, they can always email us at our support email. However, we saw the customer over screen share send an email to our support email, and it never came through. Since then, we’ve had two emails (one from another customer, and one from a test email account I made with gmail, and they both came into our support queue as expected). I wanted to say this was maybe a Jira server issue (or even a configuration setting with the customer’s mail server?), but now I’m not too sure…kind of concerning that some emails aren't being received and some are.
