Handle No-Shows

A no-show occurs when staff call a ticket but the customer does not approach the desk. Use Skip if you might call the customer later. Use No-show if you have confirmed that the customer is absent.

Two ways to handle a missed turn

Skip — defer the ticket (recallable)

When a ticket is in the CALLED state and the customer is absent:

1. Press Skip on the desk. You can enter a reason. Jonot stores it as a note that staff can see in the lookup view.
2. The ticket moves to SKIPPED state. This is not a terminal state, so staff can call the customer later.
3. The customer’s screen updates to show they were passed, with options to wait for recall or join again.
4. Press Call next to serve the next customer.

Skipped tickets remain active. Staff can recall the customer as described below. The customer can also cancel their place and join again at the back of the queue. Push notifications remain active, so the customer receives a notification after staff recall and call the ticket even if the ticket page is closed.

No-show — confirm the absence (terminal)

When you are certain the customer has left and will not return:

1. Press No-show on the desk (available for CALLED and SKIPPED tickets).
2. The ticket moves to NO_SHOW state. This is a terminal state that analytics count separately.
3. The customer’s screen shows they were marked as not present.

NO_SHOW is a terminal state. The ticket leaves the normal waiting and recall flow, and analytics count it separately. If the customer arrives later, you can still call them from the Recently-called panel described below. Their push notification remains active for that call.

Recalling a skipped customer

If a skipped customer returns before you mark them as no-show:

1. Look up their ticket by number using the Look up link in the desk.
2. Press Recall to queue. The ticket moves back to WAITING at the front of the queue and keeps its original join time.
3. Their customer screen updates automatically. If they had push notifications enabled, they receive a push when the desk subsequently calls them.

You can also use Call next. If this desk previously called the skipped customer, the recall button announces them again without affecting other desks.

Note

Press Call again (or the R keyboard shortcut) on the desk to re-announce the currently CALLED ticket on the display without skipping — useful when a customer missed hearing their number.

The Recently called panel

A single-queue desk shows a Recently called panel with its latest calls. Each row shows the ticket number, customer name when available, time since the call, and an outcome pill (Called, Completed, Skipped, or No-show ).

Every row whose ticket is still recoverable has a Call again button, and what it does depends on that row’s outcome:

• A ticket that is still CALLED is announced again on the display. The flash and chime play again, but the state does not change.
• A SKIPPED or NO_SHOW ticket is called back to the desk. It returns to CALLED, and the customer receives another notification. Use this when a customer arrives soon after being skipped or marked as a no-show. You do not need to look up the ticket number.

On a multi-queue desk, the panel shows only the number, time, and outcome. It does not show the customer name or the Call again button.

Undo (5-second window)

After pressing Finish & hold, Skip, or No-show, a brief Undo button appears for approximately 5 seconds. Pressing it restores the ticket to CALLED state so you can correct an accidental action.

When to skip vs. no-show

• Use Skip when the customer is temporarily absent and you may call them later.
• Use No-show when you are confident that the customer has left or will not approach. Analytics count the ticket as a no-show, and it leaves the normal waiting and recall flow. You can still call the customer from the Recently called panel if they return.
• If you want to give the customer more time, wait before pressing either button — the desk holds the CALLED ticket until you act.

Calling a different customer directly

If a different customer is at the desk (without being called), find their ticket in the Waiting list and call it directly. Multiple tickets can be in CALLED state simultaneously — calling a specific ticket does not require completing or skipping any existing called ticket first.