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Email piping not updating ticket threads
I'm working on my first time configuring osTicket. (great system!) I have email piping setup, I'm not receiving any errors, I get notice of new tickets, etc. just fine. However, it was my understanding that via email piping that should a client reply via email to a ticket, that email piping would update the thread for their ticket on the web; I'm not getting any updates to ticket threads when a reply is sent via email.
Obviously I'm missing something. Not getting any errors, but not getting updated threads either.
I'm hosted on HostGator, have my mail forwarding setup to the path to pipe.php, and email piping enable in the settings. What step am I missing or am I misunderstanding what email piping will do?
Thanks in advance for your help.