I noticed in the documentation and also tried by myself
I'm an Administrator and if send an Email (to Email channel address) with a new request the request isn't opened.
But, if a "Customer" does the same the system opens a request as needed.
Check if there are specific configuration set to only receive mails apart from host organisation.?
and I hope you referred to this documentation - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/
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