SPF failure fixed but no ticket creation


We have been using JIRA Service desk for some time now with no issues however recently we have added a new client onboard that have issue logging tickets with us via e-mail. 

Initially, they had an SPF failure on the mail which they have managed to sort out but now the mail comes into out mailbox but is not picked up by Service Desk.

Is there any spam blacklisting for the JIRA cloud service, is there a way to see why the ticket is not being generated? 

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