Some users cannot create ticket through email

[Leo]

I have the issue that some of the users cannot create jira ticket in one of the projects through email, they don't receive any error message or so, and those emails I cannot trace since all the email sent to that email end up in the inbox.

[Petter Gonçalves]

Hello Leonardo,

Welcome to Atlassian Community.

There are several possible reasons for this kind of problem, so we will need to have more details in order to further troubleshoot it.

Just to confirm that we've properly understood your request, is this happening on a JIRA Software project or in a Service Desk?

How you have configured your e-mail handler to create the tickets on the mentioned project?

Is this happening only for some users or anyone that tries to create tickets from e-mail are facing the same problem? When they try to create the issues directly from the UI, are the tickets properly created?

Regards.