We are not receiving some tickets sent thought email.

[Angela Rueda]

Hello,

Some of our clients send us the tickets using the email that we have associated with the Project. However, we are not receiving these emails. Some of the tickets we received but now and then we get the case in which the client emails me directly to my email, copying the email sent to the support email associated with the project, and we never received. 

What can be causing this? How can we resolve it?

[Rodrigo Silva]

Hi Angela, I believe the best way to proceed is by contacting Atlassian Support, but you can check first if users are filling the email content properly (adding the information on title and body of the email).

You can refer to this article to reveiw your configuration as well:

https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

Cheers,

Rodrigo Silvsa