IMAP/Email not creating new tickets

I’m having an issue getting IMAP to fully work, I’d like for customers to be able to send an email and for new tickets to be created, it seems to be logging in to IMAP just fine and it is marking the emails as read. When I click the Test IMAP settings button and there are unseen emails I get a “You do not have sufficient permissions to access this page.” message, but it still marks the email as read, but does not create a new ticket, the user email I’m testing from is a valid user in the network, any advice? Thanks.