JETI not making new customer accounts

[Ryan L]

When we first implemented Jira and JETI it worked without issue and new e-mails would be created as a customer. 

Now it will create an issue under the default reporter and this is starting to become a bigger issue as we can't be manually creating accounts every time. This is also causing issues with comments as not all comments are being attributed to the person who sent it. 

To make matters worse is that every once in a while it does make an account so we're at a loss at to what is happening.  Has anyone seen this or have an idea what to do?