Hi, i'm wondering if the following would be taken into consideration for future release or if anyone is interested to provide customisation service:

1.  Red flag indicator (blinking . gif for example), bump to top (when listing the tickets) and email alert (30 mins before and 15 mins before the time is up) to assigned representative for tickets in a particular category if not replied to in X hrs. 

2.  When a ticket is responded by the ticket submitter, an alert email will be sent to the assigned representative to notify him of the submitter's response (including the message).

All feature requests and all something that you'd need to code in and add yourself if that's what you would like to have.