Call the Next Customer

Staff use the desk to manage a queue during the day. It runs in the Jonot Android desk app or in a browser at https://desk.jonot.io. Staff do not need personal logins. The desk uses the device token it received during pairing.

The desk layout

The desk shows two main sections:

• Current — tickets in CALLED state that staff are serving. This section is empty until staff call a ticket. Several tickets can be CALLED at the same time because each desk can call the next waiting customer independently.
• Waiting list — all tickets in WAITING state, in order.

Daily workflow

Call the next customer

Press Call next to call the first WAITING ticket. The ticket moves to CALLED state.

• The display screen immediately shows the ticket number and the desk name.
• An audio announcement plays on the display.
• The customer’s phone updates to show that their number has been called.

Re-announce a called ticket

If the customer did not hear their number, press Call again or R on the keyboard. The display flashes and announces the current CALLED ticket again. The ticket state does not change.

Complete service

When service is done, press Finish & hold. The current CALLED ticket moves to COMPLETED state. Press Call next to serve the next customer.

Skip a customer

If the customer does not respond, press Skip. The current CALLED ticket moves to SKIPPED state. Press Call next to serve the next customer.

You can enter an optional skip reason — it is saved as a note on the ticket, visible to staff on the look-up view.

See Handle No-Shows for the full no-show and recall workflow.

Call a specific ticket

Staff can click any WAITING ticket in the waiting list to call it out of order. Use this when that customer has already arrived at the desk without being called.

Adding a walk-up customer

If a customer is present but has no ticket, staff can create one from the desk. For example, the customer might not have a smartphone or might not have used the kiosk.

1. Press Add walk-up on the desk.
2. Optionally enter the customer’s name, party size, or a note.
3. Press Add to queue. The ticket is added to the waiting list and assigned the next sequential number.
4. A success message shows the assigned ticket number — announce it to the customer.

Walk-up tickets count towards the queue’s capacity limit, if set. Staff can add them outside operating hours, including after the location closes.

Annotating a ticket

Staff can add details to any non-terminal ticket with the Annotate action on the current-call or waiting-list entry:

• Customer name — always shown on the desk. The display shows a shortened form, such as “First L.”, only if the queue’s Call by name setting is enabled.
• Party size — always shown on the desk and broadcast to the display.
• Note — text that only staff can see.

Annotations can be added or updated at any point before the ticket reaches a terminal state.

Transferring a ticket to another queue

A WAITING ticket can be moved to a sibling queue in the same location using the Transfer button on the waiting-list row.

1. Press Transfer next to the ticket.
2. Select the destination queue from the picker (only queues assigned to this desk are shown).
3. Confirm. The ticket is moved immediately.

Jonot places the ticket in the new queue using the original join time plus 5 minutes. The customer keeps most of the time they have already waited but does not move ahead of customers who joined the new queue first. The ticket hash remains the same, so the customer’s ticket page URL still works. The new queue assigns the ticket a new number.

To transfer a ticket, both queues must be in the same location, the destination must be ACTIVE, the desk must be assigned to both queues, and the ticket must be WAITING.

Pausing the queue

Press Pause queue when you need a short break or want to serve the waiting customers before accepting more. New customers cannot join, but everyone already waiting keeps their place and you can continue calling them. The button changes to Resume queue. Press it to accept new customers again.

The pause takes effect immediately. Waiting customers see a “queue paused” banner on their ticket, and people who scan the QR code see that the queue is paused. The desk can switch between Active and Paused. Close or reopen a queue in admin. See Queue status.

Multiple desks, one queue

If multiple desks serve the same queue, each desk independently calls from the shared waiting list. When one desk calls the next ticket, that ticket is removed from the waiting list for all other desks simultaneously. The display shows each desk’s current call separately.

Between customers

After completing or skipping a ticket, the current-ticket slot is empty until Call next is pressed. There is no automatic idle timer — the staff member controls the pace.