Handle No-Shows

A no-show occurs when a customer's ticket is called but they do not approach the desk. The desk has two distinct actions — Skip (recallable deferral) and No-show (terminal confirmation) — so you can choose the right outcome without permanently discarding a customer who may still return.

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. Optionally enter a reason (stored as a note on the ticket, visible to staff on the look-up view).
2. The ticket moves to SKIPPED state — a recallable deferral, not a terminal state.
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 live. The customer can still be recalled (see below), or they can cancel their spot and rejoin at the back of the queue. Their push notification subscription stays active so a recall → call push reaches them even if the ticket page is closed.

Mark as 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 — a distinct terminal state counted separately in analytics.
3. The customer's screen shows they were marked as not present.

NO_SHOW is permanent. Unlike SKIPPED, a no-show ticket cannot be recalled.

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 and slots at the front of the line (original join time preserved).
3. Their customer screen updates automatically. If they had push notifications enabled, they receive a push when the desk subsequently calls them.

Alternatively, use Call next — if this desk previously called the skipped customer, the recall button re-announces them without disturbing 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.

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. mark no-show

• Skip when you want to continue serving the queue but may call the customer back — they are temporarily absent but could return.
• Mark no-show when you are confident the customer has left or will not approach. The ticket is removed from the recallable pool and counted as a no-show in your analytics.
• 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.