Ticketing
Every ticket tracked, every request resolved
SparrowDesk turns customer messages into organized tickets automatically. Your team never misses a request, resolves issues faster, and keeps customers satisfied.
Turn conversations into organized tickets
Connect your inbox instantly - Start with SparrowDesk’s ready-made email, and connect your own inbox anytime via email forwarding, Google login, or SMTP/IMAP.
Custom fields in your inbox - Add custom fields tailored to your requirements to hold extra data, ensuring every ticket has the information needed for efficient resolution.
Create teams & roles - Set up different teams and assign roles with custom permissions, so everyone has access to what they need to work efficiently and securely.
Effortless automations, faster outcomes
Rule-based workflows
Set up & automate routing, tagging, and escalation rules so the right tickets land with the right agent every time.
Aligned with business hours
SLA compliance automation
Turn support data into decisions that drive results
Conversation reports
Track ticket volume, status, and resolution progress to spot bottlenecks early and resolve issues faster.
Team & agent performance
SLA & compliance reports
Context that empowers every agent
Smart reply suggestions - AI copilot recommends accurate responses so agents can reply faster and with confidence.
Conversation summaries - Generate concise conversation overviews with AI Copilot, helping agents quickly understand context and respond efficiently.
Ask & find instantly - Type your questions in plain language and let AI Copilot quickly surface relevant tickets or information—no complex filters or menus required.
Helping your team deliver smarter, faster customer support
Custom views & filters
Agents can create tailored inbox views & filters to see only what matters to them—by priority, channel or customer segment.
Round-robin assignment
Distribute tickets evenly and fairly across your team so no one is overloaded and customers aren’t left waiting.
Quick-action macros
Automate repetitive replies and actions with one click, ensuring speed and consistency across every interaction.