Grafana integration and email recipent

We have alerts from an initial Grafana instance going to Pagerduty. These alerts were originally emailed to individuals so we used the email integration to send the payload. Whilst other recipients were receiving the email alerts we were not seeing it in Pagerduty. We have tried using Grafana integration key and that is not working, we suspect this is due to the secure location of the management server.
Is there anyway Pagerduty is not accepting the payloads?

Hello Paul,

This sounds like something that needs a deeper dive off the community space as we would need some account sensitive information. Can you follow up directly with our support team on support@pagerduty.com with details on whats happening and the services where this should be triggering?

Once I have this I can take a closer look.

John