Skip, trigger, automate
Trigger workflows from external systems
You can now trigger workflows from any external system using a secure webhook URL. Each workflow gets a unique URL that third-party tools, automation platforms, or custom integrations can POST to. The payload becomes available as workflow context. No API keys needed.
Smart approval routing
Approval rounds now support skip conditions. You can configure rules per round based on requester attributes, ticket properties, or integration data. For example, skip "Manager approval" when no manager is set. If every round is skipped, the ticket auto-approves with no manual intervention.
Smarter agents
Your agent can now read files shared in Slack. PDFs, images, and documents are automatically processed and used to answer questions, prefill form fields, and route tickets. The agent also knows the context of where a user is writing from, so it won't tell someone to "go post in #it-help" when they're already there.
Automate time-off with HiBob
The new HiBob integration adds two workflow actions: Get Time-off Balance retrieves an employee's remaining PTO across all policy types, and Request Time Off submits requests on their behalf with an optional approver and description.
Other updates
Assignee Group filter for SLAs and views lets you target SLA policies and ticket views to tickets where the assignee belongs to a specific user group
Google Workspace security group creation adds label support to the Create Group action, so you can create security groups directly
Auto-populate ticket defaults from view filters pre-fills ticket fields like assignee, status, priority, and tags based on your active view filters
Dynamic Wait Until dates lets the Wait Until action accept dynamic values from triggers or upstream steps
Email delivery status badges show whether outbound emails were delivered, right in the ticket timeline
CSV exports respect column visibility so hidden columns stay out of your exports
Workflow failure notifications for completed-with-errors fires failure notifications for workflows that finish with partial errors, not just fully failed runs
Quality of life updates
Redesigned badges and chips with consistent sizing, cleaner dark mode colors, and tighter date rendering
Breadcrumb truncation so long page names truncate with ellipsis instead of wrapping
Stacked dialog overlays only show a single dark overlay instead of compounding darkness
Custom field column ordering places custom fields before the actions column in ticket tables
Workflow runs pagination is now visible without scrolling
Application images in entitlement events show proper application logos on access events
Improved permission denial messages so agents clearly explain why an action was blocked
Integration connection status badges include a "Not Tested" state for integrations that haven't been health-checked
Bug fixes
Slack agent tools now resolve channels and users correctly on Enterprise Grid
Slack DM threads are no longer ignored by the message classifier
Approval wait triggers resolve correctly after a ticket moves between queues
Credential updates in Foundry no longer fail on duplicate names
Foundry actions with stored credentials now execute correctly inside workflows
Pasted markdown headings render at normal size
No more raw mailto: prefixes in Slack agent responses
Message deletion works even when attachments are in an unexpected state
Ticket creation modal no longer flashes empty fields while closing
Workflow step input drilldowns no longer show duplicate suggestions
Custom SELECT fields render as proper dropdowns in workflow conditions
