Not understanding how to send email by creating ticket

If I get a question thru email or other means, I want to answer it by creating a ticket within OS Ticket to the person.

I can create the ticket but it is not being sent.

The default email address with OST is using piping and an email to that address does create a ticket so that part is working fine.

I am using Hostgator with PHP 5.2.

Thanks for any help you can give.