Hi Arya,
I assume you have reviewed all information in the Administrator Guide mentioned above. If you don't have access to the admin guide, you can find it here: SAP Hybris Cloud for Customer – SAP Help Portal Page.
If you are confident that the configuration is correct, check the synchronization logs of the plugin. If everything looks good on the plugin side, check if the Email activities are created. If the email activities are created but you don't see them in the Ticket, open an incident.
Kind regards,
Gab