Customize when to escalate

Currently if an incident is acknowledged it won’t escalate until it’s either unacknowledged or the acknowledgment timeout is hit. Is there any way to customize the escalation policy so it escalates after a certain time period even if someone has acknowledged the incident (but has not resolved it).

HI Oliva,

Not at this time I am afraid, as mentioned we will need to wait for an Acknowledgement timeout or someone to Unacknowledged it. I will pass along your feedback to our product team however and let them know about what you are looking for.

John