Let customers move their own ticket (self-service)
Allow customers to advance or move their own ticket back — only for the steps you choose. Great for roll call / presence (Present ⇄ Away), self-seating, and "I'm back" toggles.
Requires Location Admin (and the feature enabled for your account)
Self-service moves let a customer advance — or move back — their own ticket, but only for the specific steps you allow. Everything else stays staff-only. It's ideal for roll call / presence (people mark themselves Present ⇄ Away so you always know who's here), self-seating, and "I'm back" toggles. It works for class attendance, tour groups, field trips, shuttles, and events.
Turn it on
- Pick a workflow that has customer-movable steps. The easiest is the Roll call (presence) workflow — Checked in → Present ⇄ Away → Checked out — in the Queue workflow section. In a custom workflow, each stage has can move forward / can move back boxes that decide which moves customers may make.
- Open the setting:
- Classic menus: Settings → Self-service moves → Customer-movable states.
- Queue screen: Set up → Customer updates (the Customer updates tab of Settings) → Customer-movable states.
- Tick Let customers move their own ticket and select Save profile & check-in settings.
If you don't see Customer-movable states in Settings, the feature isn't turned on for your account yet — contact support to enable it.
What your customers see
On their live ticket page, the status area shows three labeled spots — Go back, Current status and Move ahead — with a button in each side spot for the moves you allow from their current step (a dash holds the spot when there's no move that way). With the Roll call workflow:
- From Checked in — Mark present
- From Present — Mark away
- From Away — Mark present (back) and Check out
They tap a button and their status updates instantly. No app to download — it's on the ticket page they already have. On your board (Dashboard, or Live → Queue on the Queue screen), the ticket moves between the Present / Away columns in real time, so a quick glance tells you who's here and who's stepped out.
Good to know
- You decide which moves are self-service. Only steps marked customer-movable show a button; the rest stay staff-only. Staff can always move any ticket from the board or its ticket page.
- Anyone with the ticket link can make the move (people often share a link), so use it for low-stakes steps like presence and self-seating — not for anything that shouldn't be self-served.
- It pairs naturally with the Roll call workflow, but any workflow with customer-movable steps will show the buttons.