You are using the E-Mail to create a new Employee Support Ticket. But when you send an E-Mail to the system it can't do the match with the Employee master data E-Mail address.
Reproducing the Issue
1. Go to Service work center
2. Select Employee Support view
The Employee Support process is not enabled for Service Agent
This feature will be added in one of the future releases of Cloud for Customer
KBA , LOD-CRM-SRP , Service Request Processing , How To