Do you have email piping also available with this? OSTicket

Do you have email piping also available with this? OSTicket was the next best option simply because they have normal emails thats used to create ticket. Please advise.

Also, is there a tracking system to find out how many minutes each agent worked per ticket. So, let say Agent1 worked on the ticket for 10 minutes and had it assigned to AgentB - are all those tracked?

Thanks.