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Issue is not opened when email is sent by the customer inserted on individual list

Max I'm New Here Jun 08, 2022

we have set the Jira Service Desk portal in order to open a Triage ticket when a customer send an email to the appropriate email address.
it looks like everything is set up correctly but the tickets are not opened when we add a new customer in individual list. If we add a new customer under an organization, everything works fine.

The version of our Jira Service Management is
Jira Service Management 4.20.1

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