We have occasionally encountered an issue where customers send emails to our Support mailbox in Outlook, but those emails are not being converted into tickets in Jira.
When we checked the Support mailbox on Outlook, we noticed that the affected emails contain the following warning message:
"Some content in this message has been blocked because the sender isn't in your Safe senders list."
The customer emails are still delivered to the Inbox and are not moved to Spam/Junk folders. In addition, the emails do not contain any unusual images, logos, or suspicious content.
This issue has occurred intermittently with emails from different customers.
Could you please help investigate the root cause of why these emails are not being converted into Jira tickets and advise on the appropriate solution to prevent this issue from happening again?
Thank you.
