July 24, 2026
Ticket policy controls and escalation workflow updates
Today’s release adds more control around ticket policy enforcement and expands escalation, workflow, and reporting behavior across the product.
- New: Ticket policy checks can now block sending by severity, with a clearer Send Anyway override flow and richer HTML signatures in replies.
- Improved: Escalations now inherit global priorities and tags, with updated settings and improved handling for closed buckets and assignee defaults.
- Improved: Workflows and layouts gained new conditional logic options, including date and agency-based conditions plus current user department shortcodes.
- Improved: Forms and client matching were improved with better submission review actions and adapter target matching.
- Improved: Reports and settings were updated with profitability fees, a Billing section under Clients, and a cleaner settings navigation experience.