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Escallation of an open ticket
Is there a way to escalate an open ticket from user side? For example, ticket is open by user, worked on by agent, but somewhere down the line falls into cracks. And agent because of workload do not pay attention on overdue ticket emails. Then user goes in and escalate the ticket but clicking on a button for escalation or something. Then agent gets email that is high priority saying that this ticket has been escalated by user.
Is this something that exists already i just don't know how to turn it on, or is it some plugin i need to install for this option to be available, or this is something that has not been suggested at all and needs to be developed?