I went over all steps of receiving a request via email but for some reason it's still not working - can someone help?
I'm sorry, I've made a mistake. I misread your question and pointed you at the doc for outgoing email. You said "incoming email" and "Service Desk", so I should have pointed you to https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html As for the support, here, we are end-users like yourself. We have no access to your systems. If you run through that new link and still have no luck, then you'll need to explain your configuration here and the results of your troubleshooting. Or you could raise it with Atlassian support (make sure you go through the things in the doc though, as their initial response will probably point you to it, or ask you to check all the same things)
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