Changelog

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

September 26, 2026

AI Copilot 2.0

AI-copilot-v2-changelog

Copilot now has chat history, Skills, data connectors, and a floating panel.

Features

  • AI Copilot 2.0: chat history, Skills, data connectors, and floating Copilot.
  • Side conversations with Threads.

Fixes

  • The chat widget lost agent replies sent while the visitor was disconnected.
  • Macro replies dropped existing CC recipients.

September 20, 2026

Conversations sorted into topics automatically

SparrowDesk now classifies conversations into topics and subtopics on its own.

Features

  • Topics: conversations are classified into topics and subtopics automatically.
  • A Spam action in workflows.

Improvements

  • The credit usage drawer shows the conversations behind your AI billing.

Fixes

  • Zoona sent two replies to one message when round robin reassigned a chat and "Let Zoona take over" ran.
  • Assigned conversations stayed in Unassigned until a refresh.

September 12, 2026

Tag a company once, find every ticket behind it

Tags used to stop at conversations.


Put them on contacts and companies too, so you mark an account as an enterprise trial or a churn risk once and every ticket from them carries that context.

Features

  • Tags on contacts and companies, not just conversations.

Improvements

  • Your team can sign in with Google.
  • In-product alerts when email sending or receiving runs into trouble, so you hear it from SparrowDesk rather than from a customer.

September 12, 2026

Put a support form on your own site

Forms used to live inside the Help Center or the ticket portal, which meant sending customers there to fill one in.


Copy the embed script onto any page of your own site instead. The form renders there and SparrowDesk handles what comes back.

Features

  • Embeddable Forms: copy a script onto your website and the form renders on your page.
  • Submissions are collected and handled by SparrowDesk, the same as a form on the Help Center.

Improvements

  • Code blocks in the inbox editor, so a snippet in a reply reads like a snippet.
  • Conversation translation handles longer threads and mixed-language conversations more reliably.

Fixes

  • A custom view created from an existing view pulled in tickets from every view.
  • Reopening a closed ticket from its notification created a follow-up with none of the original watchers.
  • The macro preview stopped showing in the reply box after a macro was disabled and re-enabled.

September 5, 2026

Ask Zoona from Slack. It answers from your knowledge base.

Tag Zoona in a Slack or Discord thread and ask a question.


It answers from your knowledge base right there, or opens a ticket if the question needs a person.

Features

  • Tag Zoona or an app in Slack or Discord to ask a question against your knowledge base.
  • Tag it to raise a ticket from the thread, without moving the conversation anywhere.

Improvements

  • AI pricing is shown in the billing flow, so you see what AI usage costs before it's billed.
  • Usage billing notifications tell you where you stand during the cycle, not after it.
  • You get an alert at 90% of your AI resolution quota.

Fixes

  • Link styling broke in an agent's reply to an inbound email.