I was wondering if there is a way to set it up so the customer is notified when their ticket is escalated to a specific group? I am getting a lot of customers who are asking us for updates when we are waiting on one group to implement their changes, and I would like to be able to send off an email to the customer saying it may be a little longer since it is going to a higher group. Basically, I would love it if this would be fired off when the ticket is assigned to that group. Is this possible? Thanks in advance.