Changelog

You can now add conditions to ticket forms so follow-up fields appear based on what the customer selects.

For example, choosing Billing can show invoice and payment fields, while choosing Bug can show browser, product area, and steps to reproduce.

Email has been around for decades, and the workflows around it can get surprisingly complex. We’ve added some advanced Email Settings in SparrowDesk, giving teams more control over how email communication is handled.

Like ,

• Detect automated emails so out-of-office and other automatic replies don’t unnecessarily update or reopen tickets.
• Show the agent’s name on email replies so customer conversations feel more personal.
• And more

We’ll continue adding more settings so teams can configure email around the way they already work.

You can now provide Help Centre content in multiple languages. Customers can find answers in the language they are most comfortable with. This makes self-service easier for customers across different regions.

You can now create custom reports in SparrowDesk around the data your team needs to review.

Start with a report, add widgets, and choose what you want to measure. You can group and filter the data, then display it as a KPI, bar chart, line chart, donut chart, or table.

Now you can listen for SparrowDesk events in near real time and easily pass data to use in services and integrations.

Pick the events you care about — new conversations, replies, internal notes, status changes, or contact updates — add your endpoint, and you're done.

Use webhooks to:

• keep your internal systems in sync with SparrowDesk
• alert your team when a conversation is escalated or resolved
• send support activity to your reporting tools
• kick off custom processes in your own apps