Well, its not free but inexpensive anyway. Does next to everything...and its all text, so loads very fast. Cerberusweb from
http://cerberusweb.com
It does email piping also, but we just use the POP-retrieval feature because. try the demo on their site...its pretty complete in all respects.
One of the neatest things I like about using email management programs (e.g. Cerberus and Kayako esupport) is that you can keep on using your Outlook as normal and the ticket software takes care of appending your responses in the helpdesk. So, we get emails in Outlook and reply from Outlook itself...and the reply gets attached to the ticket, while a copy is sent to client.
So, anytime customer wants to check the response at a later stage, he can login and see entire history. In fact he can see all his past tickets as well.