Support macros that send emails on event

[BRJP]

Dear All,

I am trying to send an email to a client when a support ticket has not been answered/responded after a set period.  I am currently in the below are of the Admin Panel.

Support --> Ticket Departments --> SLA Escalations.

I have applied a MACRO which adds an update to the ticket, changes the priority and assigns a support member.  Although the update is added to the ticket, an email is NOT sent to the client.

Does anyone know a way of having an automatic email sent upon non response within a timeframe?  Is this the way of doing it and its not working?  Or is there another way someone knows?