Should be explained in this thread. If not just copy the tep_mail functions in the catalog, and add the Store Owner Emailaddress (similar to checkout_process).
Customers should get an email. The content is not added, cause
a, we want the customer to get back to the shop,
b, if he gets content he replies to the email which would ignore the ticket system
Depends on what you need. There are bigger and complexer) systems out there ;)
But if you need emails to remind you to look after a possible ticket, it should be working for you