I agree, but all functionality is already there. You have option to set overdue, so email is sent automatically. You have ability to set priority (well it's not working correctly, but you can set it). So I assume it would not be a big deal to create a button that you can choose to make public or private, that when user logs in, hits the button next to the ticket that is called "Escalate" and ticket gets bumped one level higher in priority and email is sent automatically. As I said all functionality is already built in, just needs to be tweak a little bit. I don't know PHP language at all, but I am pretty sure for someone who knows this would not be a big deal. This is just a thought, and idea that's all, as I think ticket center should have this options, and it would be on you to choose if you want to use it or not.