There are a few things to consider:
1) At the 'Incoming Email (Workspace)' level, you have to make sure that the appropriate permissions there.
2) Then, verify the person who is sending the email. If they match to an existing user, verify that user's permissions.
3) If the person sending the email is not a user, then verify the permissions of your 'default customer' permissions.
Thanks -- I tried all of these -- just rechecked them again -- still not working
seems like I actually had to add the email address as a user?
Not so sure that I like having to do that.
Is there not any other way they can do it as a guest user and not have to have a user role?
you don't need to add all emails as users.
I think that in your case, this email is used by a user and this user has access to other workspaces and not the one trying to update by incoming email. If this is the case, you need to add this user to the workspace and give him a role.
Thanks – this did the trick
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Glad that worked for you