Changelog

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

May 8, 2026

Train Zoona AI using Notion

Train Zoona AI using Notion

You can now connect Notion as a training source for Zoona AI.


If your team already keeps product support guides, FAQs, internal notes, or product documentation in Notion, you can use that content to help Zoona answer customer questions without copying everything manually into SparrowDesk.


When your Notion content changes, Zoona can automatically refresh its knowledge from the latest version, so your AI training stays up to date.

Improvements

  • Added support for video attachments in the Zoona AI chat widget, so customers can share screen recordings or video context during a conversation.
  • Added CSV export for search results, making it easier to download, review, and share filtered search data outside SparrowDesk.

Fixes

  • Fixed Is empty and Is not empty conditions not working correctly for custom fields.
  • Fixed Customer Unresponsive being triggered multiple times for the same conversation.
  • Fixed workflow HTTP request actions failing because of formatting issues.
  • Fixed report field filters where Contains was not returning all matching conversations.
  • Fixed newly added support emails being shown as unverified the first time they were added.

April 24, 2026

Create support tickets from Gmail

Customers do not always reach out to support when they need help. Sometimes they reply to the last person they spoke to, like someone from sales or customer success.


SparrowDesk add-on inside Gmail lets you turn those emails into support tickets right from your inbox.


Open the email, create a ticket from the sidebar, and track its status, priority, and assignee in the same place.


Install SparrowDesk for Gmail from the Google Workspace Marketplace.



April 17, 2026

Bulk Update

Bulk Update

You can now update fields across multiple conversations in one step.


Instead of opening each conversation and making the same change repeatedly, select the conversations you want to update, choose the field, and apply the change once.


For a more , watch the walkthrough of Bulk Update:


Improvements

  • Added support for variables in the subject and body of CSAT emails
  • Added email signatures to new conversations created from the platform
  • Added inbound email failure tracking for better visibility into email issues

Fixes

  • Fixed reopened closed tickets not being marked as follow-on tickets
  • Fixed the unnecessary toast shown for missing privileges
  • Fixed avatar shapes not appearing fully circular
  • Fixed some OAuth-configured email thread replies creating separate tickets after close and reopen notifications
  • Fixed the missing divider under section labels in the Zoona AI section of the knowledge base
  • Fixed Median FRT and Median RT values not being calculated
  • Fixed bulk select intermittently failing when switching between All Conversations and Deleted Conversations, including spam


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.

Fixes

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.

Improvements

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

Fixes

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