It doesn't seem possible to receive emails sent by an external party issue tracking app

[Geerten den Besten]

Currently we have an email account connected to a Jira Service Management project. However, if we receive an email from an issue tracking app from an external third party these emails are not shown in Jira Service Desk. What's the reason for this and how to solve this? 

[Jack Brickey]

Hi @Geerten den Besten , welcome to the Community.

Do you have the "from" email added as a Customer? If so what does the email log show when that 'user' issues a request?