July 23, 2026
Escalations, custom objects, and ticket assignment got smarter
This release improves how escalations, custom objects, programs, and ticket assignment behave across the product.
- New: Escalation settings now support pools and a smoother create/edit experience.
- Improved: Custom object builders can use conditional fields, default sorting and filtering, and hidden values save correctly.
- Improved: Ticket assignment is more reliable, with capacity-based auto-assignment and better recovery when an assignment is rejected.
- Improved: Inbound webhooks and filters are more robust, and program enrollments can pick up tasks more consistently.
- Fix: The browser extension now better protects impersonation sessions, and client image cropping/proxy handling is more reliable.