Hi,
but a constantly experienced issue.
Whenever one of our existing Customer contacts emails my support team to <support@myCompany.jp> 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 <support@myCompany.jp>.
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)