We are unable to get ticket from the customer when they email us at our support email

[Waqib Akhtar Butt]

We are unable to receive tickets like we used to do when the customer sends us an email to our support email. Moreover, once a ticket is generated by our customer (most of them aren't able to generate any as it is only received in out support email) their reply to our response doesn't reflect in that ticket instead it comes on the support email. 

Thanking in anticipation for your help. 

Regards,

Waqib Akhtar

[Angélica Luz]

Hello Waqib,

Welcome to Atlassian Community!

I saw that you created a ticket with our support related to the same question and they are already helping you, 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 have the same issue.

Regards,
Angélica