Escalation time frame

[ptay]

Anyone know a way to extend the escalation update time when you add a note-internal or note-external?

It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external.


From OTRS:
Escalation - update time (minutes):
If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.