Are you linking Atlassian with your Internal Active Directory? If so, Atlassian uses your Active Directory for requests and all other requests will not come through. If not, that gmail account is probably not linked with an Active JIRA User.
That being said, I believe if the email is not contained in either Active Directory or JIRA Directory, it will not come through unless your JIRA Service Desk is set to public. If you want to make your Service Desk public (that gmail will work), see this documentation.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.