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We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated.In human terms, what does "escalated" mean to you? And "without a response" means ... first response or any response?
> Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in
escalated view regardless.
No, you have to do the action that pertains to the milestone. If it's a first response escalation, an outbound response must be recorded in the ticket. If it's an update, that means another outbound response. If it's a solution, that's closing the ticket.
If you don't want to obey those milestones, a practical (?) way to do do that is to use generic agent every 10 minutes to check for ticket change before 1 hour [ago] and state new, then to change the STATE of the ticket. (create them of type OPEN: but "hey, this is > 1 hour old",
>one that preferably doesn’t involve opening the ticket first.
Which is "locking the ticket" without responding to the ticket. Unless you mean open = clicking ticketzoom to read the ticket, which, effectively, why bother with your plan? There's no need to assign a ticket or lock a ticket if you're not going to work on it... But, yeah, use Generic Agent to assign an owner if you must...