Changelog

Zoona already answers the questions it can. Now you can hand it a specific conversation yourself.

Assign Zoona from the same picker you use for your team, on any channel. Zoona replies to the customer directly, and your agents can take the conversation back whenever they want.

Or let a workflow hand it over, so nobody has to remember to.

When customers ask for help in Discord, important requests can get lost among community conversations.

You can now turn relevant Discord messages into SparrowDesk tickets. Agents can reply from SparrowDesk, and their responses appear in the original Discord thread.

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.