What the "Notify Customer" Flag Means

Overview:
Each status in a template has a switch called "Notify Customer". This controls whether HoopoTrack should send an email notification to the customer when the ticket moves into that status.

🔔 What Happens When It's Enabled?

If "Notify Customer" is ON for a status:

• When a ticket is moved into that status, the system:

  • Checks if the ticket has a customer email

  • Sends a predefined email with:

    • Ticket number

    • Current status

    • Any default message set for that step

    • A link to track the job online

🙈 What Happens When It’s Disabled?

If the toggle is OFF:

• The status will still update in the system

• The customer won’t receive any email

• The tracking page will show the update if the customer visits manually

🛠 How to Use This Feature Well

• ✅ Enable it for key updates (e.g., "Job Completed", "Ready for Pickup")

• ❌ Disable it for internal steps or minor updates (e.g., "Quality Check")

• ✍️ Use the default message field to personalize what the customer sees

💡 Example: Status NameNotify CustomerWhy?Received❌ OffInternal step onlyIn Progress❌ OffWork has started, no need yetAwaiting Approval✅ OnCustomer must confirm next stepReady for Pickup✅ OnImportant — triggers action