Setting Status Durations and Expectations

Overview:
Each status in a template can include an estimated duration. This helps HoopoTrack calculate a rough timeline for the customer — and lets you spot delays or overdue jobs easily.

🕐 What Is a Status Duration?

• It’s the expected time (in hours or days) that a job should stay in a given status

• Used to calculate ETA (Estimated Time of Arrival) on the customer’s tracking page

• Helps internal planning and queue management

🪜 How to Set It

1. In the Templates section, open or create a template

2. For each status, enter a numeric value in the “Expected Duration” field

   • Example: 2 days or 12 hours

3. Save the template — the values will apply to any ticket created from it

🧠 The ETA is calculated cumulatively — based on where the ticket is and what steps remain.

📊 What It Looks Like to the Customer

• On their tracking page, they’ll see a dynamic ETA range
  (e.g., “Estimated Ready by Thursday”)

• If the job takes longer than expected, you can adjust the status manually or let the system show it as delayed

⚠️ Late Ticket Detection (Coming Soon)

• Tickets that exceed expected durations will be marked as "Overdue"

• You’ll be able to filter or highlight them in your dashboard

💡 Tips

• Set realistic expectations — underpromise and overdeliver

• For fixed-turnaround services (e.g., 48-hour tailoring), durations build customer trust

• Leave duration empty for “flexible” steps that vary a lot