Emails are being sent to the wrong address

I've been on the line with hosting support to troubleshoot why Support System emails aren't being delivered. They have confirmed that new ticket submissions are being sent to But the plugin is set to deliver to I'm sure the plugin is getting that email from somewhere, but it's sending to the wrong place.

Can you please help me understand how to properly set this plugin up? I've read the documentation here:

Still not seeing anything else that needs changed. Any insight is much appreciated.