need help in creating a new ticket via email

I am new to KACE and am having some difficulties generating a new ticket via email. We are using the K1000 virtual appliance. For email, we are using Office365. I have created a helpdesk email account and verified that I can log on to it through OWA. I have enabled POP3 on the KACE appliance. In the appropriate queue, I have entered the POP settings (outlook.office365.com, checked the enable ssl box, username is the email address for the help desk account, and the password is correct) but new tickets do not show up in the queue. I created a different queue and did the same setup using a gmail account - again, no luck. In order to test and make sure that the firewall isn't causing an issue, I setup each account in Thunderbird and was able to successfully get the emails from both mailboxes. In each queue I checked the box to allow tickets from unknown users. I am sure it is a setting that I am overlooking. If anyone has any tips or suggestions they would be greatly appreciated.

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