The Autotask ticket created from an ITDR escalation does not include the user (email) and other details about the escalation, so we cannot automate a notification to the customer. Instead, we have to find the Huntress email generated from the escalation and copy paste the information and manually create the customer notification. If we had the user email and other details in the Autotask ticket created by the ITDR escalation, we could automate a notification to the customer. This would not only save time, it would allow us to easily let the customer know 24x7.