I would like to ask whether anyone has ever considered a feature that would inform technician by SMS of unassigned requests for e.g. every 30 minutes during working hours?

Of course, the SMS would come if there were indeed such tickets not taken up.

I know that there is a Custom Trigger for Notifications to configure for eg. if there is a ticket on particular Group send an SMS, but I dont see an option to configure it to "alert" that there is a ticket on this Group unassigned for like 1hr~ or something..

Glad to hear some feedback :)