[otrs] 3 questions about: stats per user, per agent and about email notification

[Chris]

Hello,

I have 3 questions:

How to have stats with number of tickets (closed or still open) and time 
accounting per customer (all tickets are open via Phone Ticket) ?

Same question about agent ?

About notification: when I open a phone ticket with "pending reminder", I get 
an email after the pending time: works fine except that the message comes with 
few minutes of delay.

When I want to set an open ticket to pending state, I do not receive the 
notification after the pending date. Did I miss something in the config ?

Thank you for your answerS :-)