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Not Accepted: Based on the tickets status. Escalation will trigger once the escalation time has passed if the ticket is still in an unacknowledged/start/new state.
Escalation
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Methods
Email: Sends an email to a specific list of email addresses or a distribution list email address (recommended). Since this method can send an individual escalation per ticket, the content of the email is configurable.
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Escalations time (in minutes) controls when the escalation type will send based on the escalation trigger.
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