# 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.

URL: https://www.agencytitan.com/help/changelog/2026/07/24/

## 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.