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I am not able to receive email via service management (sent to Jira default email). I see them in the Log table as "Failed". Here are my relevant settings below. What else do need to enable to receive those?
Global Mail settings
Project Settings > Customer permissions
Each JSM project should have it's own email address. Have your customers email there. It will be in the form of projectkey@<your-site-name>. So if my project has key "TEST" at the website "test.atlassian.net" my email would be email@example.com.
Can you show your customer permissions for that particular desk?