It would be really handy to be able to manually set the "Response Due" time, in a similar fashion to how you can set the Due Date on a ticket.

My agents have the option to make an agreement with a customer on the next follow-up time even if it's outside of our standard SLA. For example, a medium priority ticket requires response every other day but sometimes the customer won't be available for a week. In this scenario my agents could manually schedule the Response Due date to reflect the commitment they have made with the customer.

We can mimic this functionality with a custom field but I'd like to have this tied into the SLA functions so I can use the SLA escalation options. That way, if someone says they will update on Friday, and Friday rolls around, I can make sure supervisor is triggered to check the ticket if the response hasn't been sent.