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A particular external Customer's email always fails to create a new ticket through Email request


A different user from <>

but a constantly experienced issue.


Whenever one of our existing Customer contacts emails my support team to <> set in the Email Request, his email fails to create a JIRA ticket. We work around this problem by manually creating a ticket for them, then use gmail (so not Customer Reply from JIRA) to avoid any chance of losing emails in future communication. This happened once back in March/April, and now occurs again on Nov 29.


Log shows the original email was not received by <>.


How should we troubleshoot?

Is it possible for Atlassian to look into whether the customer's email address is stuck or having any issue on your end? (therefore unsupress it)

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