Changelog

New Features

• Multi-select for Ticket Actions: Added ability to select multiple tickets and close them at once for faster handling.
• Responsive Email Reply Box: Improved responsiveness when replying to emails within a ticket thread.
• Status Change on Reply: Users can now change ticket status directly while replying to a message, reducing the need to update it manually afterwards.
• Manually Add Companies & Contacts: Enabled manual creation of company and contact records from the UI.
• Edit Company Domains: Added support for editing associated email domains per company to improve contact linking and auto-assign logic.

Fixes & Improvements

• Email Formatting: Fixed issues with line spacing and paragraph formatting in ticket threads.
• Reply Order Fix: Corrected message ordering issues (e.g., blue line now appears before red).
• Reduced Scroll Fatigue: Trimmed excessive spacing in past emails to reduce unnecessary scrolling.
• "Not Authenticated" Error: Fixed bug that appeared when creating a new ticket.
• Ticket Destination Visibility: Clarified recipient information when sending a new ticket.
• Inbox Default View: Now defaults to the “Messages” tab instead of “Activity” when viewing a ticket.
• Contact/Company Search Bugs: Fixed input and autocomplete issues in ticket creation and edit forms.
• Optimistic Updates: Improved frontend responsiveness by optimistically updating contact/company assignments before server confirmation.

May 15, ‍2025

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Performance Boosts

• Improved inbox loading and email fetching speeds
• More responsive UI, even with long threads or detailed activity logs

Email Drafts

• Replies are now automatically saved as drafts
• Drafts persist across refreshes, tabs, and devices

Activity Feed Overhaul

• Activities are now grouped by date (Today, Yesterday, or full date)
• Similar updates from the same user (within 5 minutes) are grouped together
• Cleaner layout with reduced visual noise
• Refactored structure for faster rendering

Sidebar UI Improvements

• Updated layout for clearer visibility of customer information
• Tags and labels are faster and easier to use

Bug Fixes and Improvements

• Fixed inbox filter logic
• Improved copy/paste behavior in email threads
• Enhanced visual feedback for read and unread emails
• Backend refactoring to support upcoming features

Up Next:

Notification System Overhaul
A redesigned notification system to surface only what matters and help reduce noise.

Mass Archive
Archive multiple emails at once to keep your inbox tidy without the manual work.

Custom Statuses
Create ticket statuses that reflect your team’s workflow for better control and visibility.

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April 27, ‍2025

We’ve rolled out a big update to help teams move faster, stay organized, and deliver better support. Here’s what’s new:

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🎨 A Fresh, Redesigned UI

‍A new look that’s easier on the eyes and smoother to navigate. Whether you’re replying, assigning, or just browsing, the new design helps everyone feel right at home.

📧 Smoother Email Handling

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We’ve improved how emails display and behave. Conversations are easier to follow, replies are faster to send, and the whole flow just feels better.

🏢 Smart Company Detection & Auto-Assign

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Cuppa now automatically captures company and contact details from incoming emails—keeping your database tidy without any manual work. You can also create smart rules to auto-assign tickets to the right teammates based on company or domain, helping your team skip triage and respond faster.

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🔔 Smarter Notifications

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Stay in the loop with improved notifications. You’ll now get alerts when:
• You’re @mentioned in a ticket
• A ticket is assigned to you
• New tickets arrive in inboxes you follow

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🚀 Easier Email & Inbox Setup

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Connecting your email and setting up inboxes is now faster and more intuitive. Get started in just a few clicks.

🔜 Coming Next

Here’s what’s in the pipeline:

• Save Filter Views – Quickly access your most-used views without resetting filters
• Inbox Sync for Archiving – Archive emails directly from Cuppa and keep your inbox clean
• Select Sender for Replies – Choose which address to send from when replying to customers
• ...and more improvements coming soon

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Week of April 7, ‍2025

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Email Attachments

‍You can now view attachments from incoming emails and upload your own files directly within tickets.

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Team Member Filtering

‍Filter tickets by team member to get better visibility into who’s handling what.

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Inbox Subscriptions

‍You can now subscribe to inboxes and receive email notifications when a new support ticket arrives.

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Improved Ticket Loading

‍We’ve improved how tickets load in your inbox to make the experience faster and more responsive.

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Smarter Sidebar Counters

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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.

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Coming Soon

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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.

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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.

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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.

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Version 1.0 Release

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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.

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Introducing the Cuppa workflow

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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.

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• 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.

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With this foundation, your team always knows what’s happening and what needs attention next.

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New UI design

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We’ve made key improvements to make Cuppa easier and faster to use:

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• Interactive list items streamline triage, helping you sort and prioritize inquiries effortlessly.
• A cleaner sidebar that aligns with our new Triage & Resolve workflow.

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Email system overhaul

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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.

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New notifications

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Stay on top of important updates with real-time notifications for:

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• 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.

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Coming next

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We’re already working on the next set of improvements:

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• 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.

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More to come soon.

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Haven’t started using Cuppa yet? Start growing your business with better customer support.

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