Service Desk custom email not receiving

[Daniel Archer]

We've connected a Google G Suite account to Jira Service Desk, using an app-specific password, and we're finding that it connects successfully, but is not attempting to process any incoming emails + new requests via the email channel to the custom email address aren't coming through. Any ideas??

[Alexandru Baicoianu]

I had the same issue when I deployed my Jira instance. So you need to check inside the project options -> Customer permission  if the customer is allowed to create tickets.

Also you can go in Settings -> Application -> Requests from mail, and check there if you have any errors.

[Daniel Archer]

This didn't fix it for me, but I removed the custom email and re-added it (for the 5th time, and now it works)