I submitted a request similar to this and 100% agree that i dont understand why escalations are treated differently then incidents and why you have to manually remediate these manually.

And in the PSA integration, have different handling options based off of being an Incident or an Escalation so we can assign different boards, types, etc. to each of the two situations

If I could vote a thousand times for this, I would. It makes no sense for the person who is administering Huntress to have to dispatch an escalation to an engineer. This person who is not billable to the client has to create a ticket and put it in the queue anyway because the escalation is for a specific client and a billable resource should be taking care of this. An escalation is just another piece of work to do and in that sense is no different than an incident. Work is work is work!

This is absolutely necessary in order for Unwanted Access to be usable for us. UA is effectively moving items that used to be incidents into Escalations, but now it's much more difficult to hand off to our non-admin team members for investigation. As it is now it bottlenecks our senior team members who have access to escalations, and makes it harder to respond in a timely manner.

Yes would love to have settings to have Escalations go to a different board and such in Manage PSA

We'd love to see this, currently it's unpossible to automatically assign the tickets to the correct customers and it is resulting to a lot of manual editing.

Please! It's so silly having to manually code in a ticket based on an email alert when we already have a working ticketing integration in place.