Control Panel periodically polls the specified POP3 mailbox and extracts its content to generate Trouble Tickets and submit them to the Support Center. Then the messages are removed from the mailbox. If any of the required parameters is not specified correctly or is missing, the mail will not be stored.
As messages are removed from that mailbox, it is recommended to configure support email into a forward with two necessary entries. One entry for archiving purposes (for mailheaders and attachments, since tickets are generated without them), and another one for a mailbox whence Control Panel will pick up messages to generate trouble tickets.