We would like to track the time it takes for an agent to open an email reply to a case. If an email is unopened for a length of time we need to send out a notification or escalate the case to a manager.

Please reply with any coding or configuration that will help in this regard.

Any help is much appreciated.

2 Answers 2


I think that what you refer to is Escalation rules

Creating Escalation Rules

Once configured correctly, you can have detailed reports as well times, and processes on cases.


Apex solution is to have an email service which monitors inbound email and creates a task assigned to the case owner with a due date and time as desired.

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