Automatic Email Notification

I would like to know which way is the best way to handle this scenario.
We are using CRM 4.0 IC Web Client and service tickets get created daily in hundreds.
If the service ticket is escalated and not picked by anyone within 24 hours, an automatic email should go to the Supervisor of the Employee Responsible.
Please Advice,

yes it can be done.
try this link http://help.sap.com/saphelp_crm50/helpdata/en/a0/b1f7499b204616af6d3f3a8695ca69/frameset.htm
you may need read more about the functionality of Alerts.
hope this helps
RH

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