Welcome to your first post.
- To which edition of Spiceworks Help Desk do you refer?
The legacy Windows edition of Spiceworks Help Desk has run out of support by end of past year. The Ubuntu edition Spiceworks Help Desk Server has its support expired by end of past month, resp. end of SpiceWorld 2022, two months after your post. Only Spiceworks Cloud Help Desk (CHD) remains supported.
Depending on configuration, users will have the option to write an email to your instance of CHD or via its user portal. If you configured to use email authentication, they'll receive the link for ticket creation via email after login in the user portal. That's the default configuration. Please check that those emails are not blocked by your email service.
- Did you check Junk and Spam folders of your users for those emails with the links for creating tickets in user portal?