Hello I have a problem with the escalation notifications. If a tickets escalats, every user of the queue gets every 30 minutes a notification, that the ticket escalated. I would like to configure that only the responsable agent gets ONE notification and not every 30 min. How is that possible? FYI: This is also a bit confusing for me: I tried to set the state of the ticket to pending reminder, but it still escalates... PLEASE help! ;-) Thx! Greets Stefan Tanner