Find, update & close tickets

Find a ticket

• Classic menus: select Tickets in the sidebar (the page is called Ticket search).
• Queue screen: select History — its Visits tab is the same search (the Customers tab is your customer list).

Search by name, phone, email or service (admins can also search by address) — or a reference code like 260730-ABC-012 (it's on the customer's confirmation page and email, which makes phone support painless). Filter by Service, Status, or a From / To date range, and tick Unique customers only to see each customer's most recent visit. Click a column header to sort, and any row to open the ticket.

• Locations with rooms also get a Kind filter: Everything, Line (or Take-a-number), or Rooms & equipment. On the Queue screen it starts on Everything; on the classic menus it starts on line/booth tickets.
• Take-a-number locations and locations with rooms get a Where column — the booth or room each visit was served at.

Export CSV (Admins): downloads the list you're looking at — with your filters — as a spreadsheet (up to 10,000 rows). It contains contact details, so every export is recorded in Activity.

The ticket page

Each ticket shows the customer, timeline, status history, and:

• Move status — the same moves as the board, plus Cancel visit and No-show where they apply. At a take-a-number location, calling and serving happen on My booth (or My window…) so the now-serving screen stays in sync; the ticket page keeps the finishing moves, plus Reactivate to put a ticket closed by mistake back in line.
• Visit details — edit the Service type, Reason for visit or Estimated wait (min) if it was entered wrong, then Save details.
• Staff notes — marked 🔒 Internal; customers never see them, and they're kept after the ticket closes.
• 💬 Chat with customer — when customer communication is on, read and reply to the customer's messages here.
• Customer tracking link — Copy it, Open it, send it by Text or Email, or Present QR to customer so they can scan it from your screen.
• Open record → jumps to the customer's full record and visit history at your location.

Finishing tickets correctly

• Complete → Close when service happened (or your workflow's last stage, such as Done).
• No-show when they never appeared — it's kept separate in reports so your numbers stay honest.
• Cancel visit when the visit isn't happening (customer request, duplicate, mistake).

These distinctions drive your reports, so a consistent habit here pays off later.