Having OTRS queues to run escalations are fine. The thing is, that the tickets stay escalated if the solution time is exceeded. The thing is sometimes it is a client responsibility to deliver something to close the ticket. In this case the client gets a response.
How can I reset the escalation time to the time the ticket is replied and the pending is set to a specific date? So the escalation time will occur e.g. 1 day after the pending date.
Just check https://www.znuny.com/add-ons/znuny4otrs-repository and follow the instructions. After this the package is available the package manager