In our environment, we use the Spiceworks help desk system. Recently, we moved from their on-prem solution to the cloud solution which required us to modify our internal email address (helpdesk@domain) to forward to the new email address assigned by their system. Previously, their old solution would just accept the mail delivered to this account to create the service tickets. This has worked for about half the company but the others are having the email delivered to the inbox of that account, which I now have to monitor so I can manually create the tickets submitted. I've only been in this environment for a couple of years, but the accounts created are both ones I've created and ones that were created before my arrival. Also, there are numerous accounts I created that are working fine, meaning their emails are forwarded to the ticketing system.