Changelog
Cuppa Changelog – Week of April 7, 2025
Email Attachments
You can now view attachments from incoming emails and upload your own files directly within tickets.
Team Member Filtering
Filter tickets by team member to get better visibility into who’s handling what.
Inbox Subscriptions
You can now subscribe to inboxes and receive email notifications when a new support ticket arrives.
Improved Ticket Loading
We’ve improved how tickets load in your inbox to make the experience faster and more responsive.
Smarter Sidebar Counters
We’ve updated counter logic in the sidebar:
- Triage shows the number of tickets in the Focused category. This number decreases when a ticket is closed.
- Focused and Spam categories now display counters in brackets next to the title.
- My Inbox and Triage show the number of tickets marked as Open. These counters also decrease when a ticket is closed.
Coming Soon
Companies and Contacts
We’re adding a new section to view companies and associated contacts.
- Contacts will auto-link to companies based on email domain, with the ability to manually assign or reassign.
- Contact profiles will show all related tickets.
Auto-Assign by Company
Our first automation feature will allow tickets to be automatically assigned to a team member based on the company they’re from.
Global Search
We’re working on a new global search that includes ticket data and email content to help you find exactly what you need, fast.
Version 1.0 Release
A new way to manage customer support
We’re excited to introduce the first major release of Cuppa. This update brings a structured approach to handling inquiries, a redesigned UI, and major improvements to email and notifications.
Introducing the Cuppa workflow
Great customer support drives business growth. It creates lifelong customers and fuels word-of-mouth advocacy. But without the right structure, maintaining a consistently high standard is tough.
That’s why we built Cuppa around a simple yet powerful workflow: Triage & Resolve. This structured approach ensures every inquiry is handled efficiently, keeping your team aligned and your customers happy.
- Triage: Quickly assess, categorize, and assign incoming inquiries so nothing falls through the cracks.
- Resolve: Follow up, collaborate, and close the loop with customers to provide clear and effective support.
With this foundation, your team always knows what’s happening and what needs attention next.
New UI design
We’ve made key improvements to make Cuppa easier and faster to use:
- Interactive list items streamline triage, helping you sort and prioritize inquiries effortlessly.
- A cleaner sidebar that aligns with our new Triage & Resolve workflow.
Email system overhaul
Cuppa is now officially Google-verified for email.
- Support for IMAP and custom email domains means more flexibility in managing emails.
- Improved email performance and reliability.
New notifications
Stay on top of important updates with real-time notifications for:
- Task due dates – Reminders sent a day before deadlines.
- Mentions – Get notified when someone tags you in a conversation.
- Task assignments – Know instantly when a task is assigned to you.
- Ticket assignments – Get updates when new tickets are assigned to you.
Coming next
We’re already working on the next set of improvements:
- Faster ticket page loading – Speeding up performance for smoother navigation.
- Improved counter system – Enhancing sidebar counters for better visibility.
- Metrics and reports – Gain insights with better analytics.
More to come soon.
Haven’t started using Cuppa yet? Start growing your business with better customer support.
