SurveySparrow builds experience management software used by thousands of teams worldwide. As they scaled globally, their support stack scaled too- in the wrong direction. Live chat on Intercom, ticketing on Zendesk, and no shared context between them. Conversations were fragmented, repetitive tickets piled up, and agents spent more time managing tools than resolving problems. They needed one system that could handle everything and make the team faster, not just busier.

Two tools meant two separate workflows with no shared context. When a customer moved from chat to a ticket, the conversation history didn't follow. Agents had to piece together context manually every time- slowing resolution and adding friction to every interaction.

Repetitive tickets made it worse. Without automation that worked, agents handled the same queries over and over. Ticket views needed constant rebuilding due to clutter and complexity, and workflows were difficult to set up, making even simple automations time-consuming to build and harder to maintain.

SurveySparrow was running two systems- Intercom for chat, Zendesk for tickets with no shared context between them. SparrowDesk pulled both into one inbox, and the migration took a few clicks: help articles, tickets, and contacts moved over with no developer work and no downtime. Chat and tickets now share a thread, so context carries over instead of being pieced together by hand. Zoona resolves the repetitive volume on its own password resets, billing questions while Copilot sharpens the replies agents still write themselves.

Within three months, repeat queries fell by about a third. By month six, Zoona was auto-resolving 72% of all support tickets, across multiple languages which kept the routine volume off the team and left agents on the conversations that needed a person. Support runs faster now, and with less friction than it did across two tools.