Changelog

We’ve rolled out new features and made key improvements to streamline how your team works in Cuppa—from composing emails to navigating accounts more efficiently.

New Features

- Inline image support: You can now send and receive inline images directly within email threads—making it easier to share visual context without needing attachments.

- Company selector in property sidebar: Quickly switch between companies when managing tickets, contacts, or conversations—especially helpful for workspaces handling multiple clients.

- Auto-fill contacts in composer: When composing a new email, relevant contacts are now suggested automatically to speed up your workflow and reduce errors.

- Notification system overhaul: We’ve reworked our notification engine to improve delivery reliability and reduce missed updates—especially for ticket assignments and mentions.

Fixes and Updates

- Tab switching data fix: Fixed an issue where data would occasionally clear when switching between tabs, improving stability during multi-tasking.

- Global draft saving: Drafts are now shared across your workspace, so everyone can view and contribute to in-progress replies on each ticket.

What’s Next

- SLA tracking: SLA timers are coming to help teams monitor response and resolution times, with custom rules per inbox or customer.

- Custom labels: You’ll soon be able to create and apply labels across tickets, contacts, and conversations to better organize and prioritize work.

- Draft saving with attachments: We’re fixing an issue where attachments weren’t saving properly with drafts—coming soon for a smoother compose experience.

- Attio integration: A native Attio integration is in the works, allowing you to sync contacts, companies, and conversations directly between platforms.

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We’ve rolled out new features and made key improvements to streamline how your team works in Cuppa—from composing emails to staying on top of assignments.

New Features

• Inline image support: You can now insert and view inline images directly in the email composer—making it easier to add visual context without using attachments.
• Global search: Search across tickets, contacts, and conversations from one place—so you can find the information you need, faster.
• Auto email templates per inbox: Set custom templates by inbox to help your team reply faster with consistent messaging.
• Predictive email suggestions: AI-powered reply suggestions are being rolled out to help you draft faster, based on your past responses. (Beta)
• Assign notifications: Team members are now notified when tickets are assigned to them, ensuring quicker handoffs and better accountability.

Fixes and Updates

• Refined send UX: Typing an email in the “To” field is now treated as confirmed, even if you click away—avoiding accidental email drops.
• Improved image rendering: We’ve cleaned up how images display in both the composer and previews to improve visual clarity.
• Enhanced auto-assignment notifications: Notifications for auto-assigned tickets are now more actionable and easier to spot.
• Text spacing improvements: Outgoing emails now maintain cleaner spacing across email clients for a more professional look.
• Assignment behavior fix: Replies from initially assigned users now follow the correct thread logic and stay aligned with triage workflows.
• Missing emails fix: Fixed an issue where large-sized emails were failing to sync—these now load properly.

What’s Next

• Shared ticket drafts: Drafts will be visible to your entire workspace, helping teams collaborate on replies before sending.
• Contact creation on ticket open: You’ll soon be able to create or link a contact directly from the ticket modal when starting a new thread.
• SLA tracking: SLA timers are coming to monitor response and resolution times, configurable by inbox or customer.
• Reporting dashboard: A new dashboard will give you visibility into team activity, resolution metrics, and overall support performance.
• Notification UI/UX refresh: We're redesigning the notification experience to reduce noise and make high-priority updates more actionable.

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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.

We’ve made significant upgrades to performance, drafting, and the UI experience to keep Cuppa fast, intuitive, and ready for growing teams.

New Features

• Email draft persistence: Replies are now automatically saved as drafts, and your progress stays intact across refreshes, browser tabs, and devices.
• Grouped activity feed: Activities in each ticket are now grouped by date (e.g. Today, Yesterday) and consolidated if posted within a short time window—making threads easier to follow.
• Custom UI for sidebar tags: Tags and labels are now faster to apply and easier to scan, helping you categorize tickets at a glance.

Fixes and Updates

• Performance improvements: Inbox loading and email fetching speeds are now significantly faster. The UI remains responsive even with long threads and detailed activity logs.
• Refactored activity feed layout: The layout has been cleaned up to reduce noise, and rendering has been optimized to handle large volumes of activity.
• Sidebar layout enhancements: Customer information is now easier to read and better organized in the sidebar.
• Improved email formatting: Copy/paste behavior in email threads is now smoother and preserves structure.
• Visual feedback enhancements: Read and unread emails are now more clearly distinguished.
• Inbox filter fix: Logic behind inbox filters has been corrected for more accurate results.
• Backend refactoring: Core systems have been updated to support new features coming soon.

What’s Next

• Notification system overhaul: A redesigned notification system to reduce noise and surface only what’s most important to each user.
• Mass archive: Quickly archive multiple emails in one go to keep your inbox focused and clutter-free.
• Custom statuses: Define your own ticket statuses to better match your team’s workflow and improve visibility.

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We’ve rolled out a major update focused on speed, clarity, and automation—making it easier for teams to manage conversations and move through tickets with confidence.

New Features

• Redesigned UI: A fresh new look with cleaner navigation, improved readability, and a more intuitive layout—making replying, assigning, and browsing feel effortless.
• Smart company detection & auto-assign: Cuppa now detects company and contact details from incoming emails automatically. You can set up rules to auto-assign tickets based on domain or company—helping your team skip triage and respond faster.
• Smarter notifications: You’ll now receive alerts when you’re @mentioned, assigned to a ticket, or when new tickets arrive in inboxes you follow.
• Simplified inbox setup: Connecting your email and setting up inboxes is now faster and easier—with fewer steps and clearer guidance.

Fixes and Updates

• Improved email handling: Email threads now load more smoothly, replies are faster, and conversations are easier to follow—improving the full support flow end-to-end.

What’s Next

• Saved filter views: Save your most-used views and filters for quicker access.
• Inbox sync for archiving: Archive emails directly from Cuppa while keeping your original inbox tidy.
• Select sender for replies: Choose which email address to send from when replying to customers.
• ...and more improvements coming soon.

This release focuses on making ticket handling faster, smarter, and more personalized—with better filtering, file support, and upgraded logic across inboxes.

New Features

• Email attachments: You can now view attachments from incoming emails and upload your own files directly within tickets—making collaboration smoother.
• Team member filtering: Filter tickets by team member to quickly understand who’s handling what across the workspace.
• Inbox subscriptions: Subscribe to specific inboxes and get notified by email whenever new support tickets come in—stay in the loop without staying logged in.

Fixes and Updates

• Improved ticket loading: Inbox performance has been upgraded for faster, more responsive ticket rendering, especially in busy inboxes.
• Smarter sidebar counters:
  • Triage now shows the number of tickets in the Focused category (decreases when tickets are closed).
  • Focused and Spam categories now display counters in brackets next to their titles.
  • My Inbox and Triage both reflect the number of Open tickets and update as tickets are resolved.

What’s Next

• Companies and contacts: A new section is coming where you can view companies and their associated contacts. Contacts will auto-link to companies via email domain, with options for manual assignment.
• Contact profiles: Each contact will show a history of related tickets—giving you better context during conversations.
• Auto-assign by company: Our first automation feature will allow you to automatically assign incoming tickets based on the sender's company.
• Global search: We’re building a faster, smarter global search that includes both ticket metadata and full email content.

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Changelog: Version 1.0 Release

We’re excited to introduce the first major release of Cuppa—a new way to manage customer support with structure, speed, and simplicity. This update includes a powerful workflow system, redesigned UI, better email performance, and real-time notifications to help your team stay organized and responsive.

New Features

• The Cuppa workflow: Built around a simple but effective process—Triage & Resolve. Triage helps teams quickly assess, categorize, and assign incoming inquiries. Resolve ensures follow-up and clear communication to close the loop with customers.
• New UI design: Interactive list items and a cleaner sidebar make it easier to prioritize and triage support tickets with less effort.
• Email system upgrade: Cuppa is now officially Google-verified, with added support for IMAP and custom domains—giving your team more flexibility with email management.
• Real-time notifications: Get instant updates for ticket assignments, task assignments, mentions, and task deadlines—so nothing gets missed.

Fixes and Updates

• Improved email reliability: Performance and syncing have been enhanced to handle larger volumes and reduce lag across threads.
• Refreshed sidebar design: Redesigned to better reflect the Triage & Resolve workflow, making it easier to navigate and act on conversations.

What’s Next

• Faster ticket loading: We’re optimizing the ticket view for faster load times and smoother navigation.
• Improved counter system: Sidebar counters are being upgraded for more accurate and visible tracking.
• Metrics and reports: A new reporting layer is coming to give your team insights into performance and workload.

Ready to get started? Cuppa 1.0 is built to help your team support customers better—and grow your business with confidence.

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