Custom Properties

Setting Up Custom Properties for Tickets

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Custom properties in Cuppa allow you to add structured data to tickets, making it easier to track, filter, and categorize customer requests. With properties like text fields, dropdown selections, and status indicators, your team can create a more organized and searchable ticketing system.

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Adding a Custom Property to a Ticket

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1. Open a Ticket – Navigate to any ticket where you want to add a property.
2. Click "Add Property" – Located in the ticket details panel.
3. Enter a Property Name – Define a clear and descriptive name for the property.
4. Select a Property Type – Choose from available options like text, select, email, or number.
5. Save the Property – Click “Save Property” to apply it to the ticket.

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Once added, the property will appear in the ticket details, where it can be updated as needed.

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Available Property Types

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• Text – Freeform field for notes, codes, or descriptions.
• Select – Dropdown options for predefined choices (e.g., priority levels).
• Email – Store customer or internal contact emails.
• Number – Track numerical values such as order IDs.

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Coming Soon: Additional property types like date, timestamps, and multi-select fields.

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Managing Custom Properties

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• Edit an Existing Property – Click on a property to update its value.
• Remove a Property – If no longer needed, properties can be removed to keep ticket details clean.
• Use Properties for Filtering – Search and organize tickets based on custom property values.
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Custom properties help teams track key details, streamline workflows, and improve resolution times by keeping all necessary information directly in the ticket view.

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Custom Properties – FAQ

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for Ticket & Customer Service Management

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What are custom properties in Cuppa?

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Custom properties help teams organize and manage customer service tickets more effectively. They allow you to add structured data to tickets, making it easier to track, categorize, and prioritize customer inquiries.

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How do I create a custom property?

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In Cuppa, open a ticket, click "Add Property", enter a property name, select a type (e.g., text, select, number), and save it. The property will now be available in the ticket details for tracking and filtering.

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What types of custom properties are available?

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Custom properties in Cuppa help streamline customer service workflows. Available types include:

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• Text – Add notes or internal details.
• Select – Create predefined dropdown choices for easy categorization.
• Email – Store customer contact details.
• Number – Track numerical values like order IDs or case numbers.

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Coming Soon: Relation, Date, Timestamp, Multi-Select, Currency, User, and Location.

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How do custom properties improve ticket management?

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Custom properties allow teams to structure customer service requests efficiently by:

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• Tagging important details to prevent manual tracking.
• Filtering and prioritizing tickets based on issue type, urgency, or customer category.
• Ensuring customer inquiries are routed to the right team members for faster resolution.

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Can I edit or remove a custom property?

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Yes, you can update a property directly within the ticket details. To remove a property, click on it and select delete.

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‍Can I filter customer service tickets using custom properties?

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Yes, Cuppa allows teams to filter and search tickets based on property values, making it easier to track open requests, categorize customer concerns, and manage support workflows efficiently.

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Are custom properties shared across all tickets?

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The custom property fields are shared across all tickets, meaning once a property is created (e.g., "Priority Level" or "Order ID"), it can be used on any ticket. However, the data entered for each property is unique to the individual ticket, ensuring that every request is tracked independently.

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Can I set default values for custom properties?

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Currently, properties need to be manually assigned, but pre-filled default values will be available in future updates to help teams streamline ticket management.

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Why should my customer support team use custom properties?

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Custom properties in Cuppa bring clarity and efficiency to ticket management by ensuring teams can track essential details, categorize inquiries, and improve response times—all within an organized, structured workflow.

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