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Changelog

Stay updated with the latest features, improvements, and fixes in SparrowDesk.

April 13, 2026

Help Center Refresh

Help Center Refresh

We’ve updated Help Center settings to make it easier to customize its appearance , organise content structure and manage everything related from one place. Enjoy !


Along with this ,


Google Tag Manager for Help Center - You can now connect Google Tag Manager to your Help Center. This makes it easier to track visitor behavior, add analytics tags, and manage marketing scripts without updating code directly.


Callout component in support articles - Support articles now include a Callout component for highlighting important content. Use it to surface notes, warnings, tips, or next steps more clearly inside an article.

Fixed round robin assignment not assigning conversations correctly


Fixed conversation search returning only 30 results


Fixed custom field values not appearing in reports drilldown


Fixed Help Center preview and live status issues


Fixed failed training articles view with better grouping and bulk selection

April 4, 2026

Self Updating Knowledge Base

Self Updating Knowledge Base

When your support agents resolves a conversation that AI agent could not answer, Zoona AI can now suggest updates to your knowledge base based on that conversation.


Suggestions are presented for review, so support managers can approve the changes.


This helps close knowledge gaps over time, so the AI agent can handle more of these questions in the future.

Increased the maximum allowed buckets in the AI Classification node, giving teams more flexibility when building detailed classification flows


Optimised the knowledge gap queue to reduce overload and improve reliability as knowledge gap suggestions are processed

Fixed an issue where agents were unable to merge conversations


Fixed an issue where filters in team view were not being applied correctly


Fixed an issue where merging tickets from the same email could append the requester’s email again in CC on the primary conversation


Fixed an issue where default classification categories could continue to persist even after new categories were added

March 31, 2026

AI Agent Actions

AI Agent Actions


Now , AI agents can do more than answering questions.


With AI Actions, they can collect the right details, validate inputs, call external APIs, update customer data, and take the next step based on the response — all within the same conversation.


Use this to handle support scenarios like checking availability, confirming delivery, updating properties, and triggering follow-up actions across the 3rd party tools your team already uses.


Along with this ,


Jira and Linear integration - Customer issues often begin in support and continue in engineering. Use Jira and Linear integrations with SparrowDesk, to create and link issues from conversations, keep support closer to engineering progress, and track follow-up work more clearly.


For a more in-depth guide on AI Agent Actions , watch the walkthrough:


Improved the email verification onboarding screen to make it more clear and direct.


Added support to push account and user data to Vitally, making it easier to keep customer data aligned across systems.

Fixed First response SLA getting breached after it had already been achieved when conversation priority changed.


Fixed the watchers component breaking when live chat conversations were present.


Fixed macros sending replies when the requestor had been deleted.


Fixed AI tickets not appearing under Watching when agents added themselves as watchers.


Fixed image selection not working when clicking in the attached image area.


Fixed the action block and lifecycle breaking when saving field updates using Save changes instead of the tick.


March 20, 2026

Export conversations as CSV

Export conversations as CSV

You can now export conversations as CSV, making it easier to work with support data outside SparrowDesk.


Use this to analyze support trends, share records with other teams, or keep conversation data ready for audits and reporting.


Along with this ,


Add Tables to your support articles - You can now add tables in the support articles to organize information in a clearer, more structured way.

In Article Editor you can change inline text block types, apply text colors, resize and manage images more easily.


HTTP Request payloads in Workflow , now support all field types, so external systems receive more complete conversation, contact, and chat data across supported workflow actions.

Fixed workflows getting stuck in an assignment loop when team and agent assignment started from an unassigned state


Fixed standalone search not returning results correctly from the Solved view


Fixed standalone search using quoted reply text as search context


Fixed requestor details getting stuck in a loading state when fields were updated in a conversation


Fixed chat widget visibility conditions resetting after navigation


Fixed deleting content in the HTTP text area inside Canvas not working as expected


Fixed placeholder variables not being clickable when adding variables


Fixed Live Chat agent and team assignment workflows not triggering


Fixed updating workflow fields for unassigned chats not working as expected


Fixed help center checkboxes rendering as bullet points


Fixed workflow names not showing properly in the activity log


March 14, 2026

Guided Onboarding

Guided Onboarding

Getting started with most support tools means figuring out the platform step by step.


Guided onboarding brings the key setup into one clear flow and a checklist, making it easier for support teams to set up faster and start handling conversations sooner.


Along with this ,


Add notes even when AI is replying - Agents can now add internal notes even while AI is handling a conversation, making it easier to collaborate without interrupting the AI workflow.


Advanced Search page - You can now search for conversations using an advanced search page for a more powerful searches. This makes it easier to find the right conversation without relying only on filters.

Added collision detection, so agents can see when someone else is replying and avoid sending overlapping responses.


Added Italian language support, so teams can use SparrowDesk in their preferred language.


Added Slack alerts for email delivery failures, so teams can catch and act on sending issues faster.


Upgraded inbox indexing with OpenSearch V2 to support a more reliable and scalable search experience.


Improved watcher UI interactions to make them more consistent and easier to use.



Fixed mentions in internal notes for AI-handled conversations so handed-over tickets now appear correctly in mention view


Fixed issues when adding more than three conditions in a condition block


Fixed inline chat attachments sent through watcher notifications


Fixed single-line conversation fields not updating after text is entered


Fixed First Response Time being achieved for chat conversations via internal notes


Fixed the chat widget limit toggle still appearing on the chat widget page


Fixed contacts UI and search inconsistencies


Fixed search with hyphens not working in merged conversations and inbox filters


Fixed image preview mismatches when images are added on the same line as text


Fixed duplicate ticket creation for OAuth sent-email tickets after merge