It would be great to be able to manually add a completed activity that would be recorded in the audit trail of the escalation, and possibly the full activity list for the customer account. A completed activity might include things like making a call, leaving a voicemail, sending a letter, inviting a teammate to help, or simply a general note or reminder. When there is a CRM/ERP integration, these notes could potentially log as activities in those systems and would be tied to an account, contact, opportunity, etc.