Automation/escalation if a customer has waited more than x seconds or hours/ SLA Management

[VSinghhh]

We want to manage incoming emails that have waited more than X hours; and these should be escalated to a manager.

Question are there any automation rules or other features that can, based on the 'wait time' (time for a message to remain on status 'open') reassign a ticket to a manager or, change color of the conversation (to convey urgency) or similar?