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.

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 a terminal outcome: it is counted separately in your analytics and the ticket drops out of the active waiting and recall flow. It is not a dead end, though — if the customer turns up after all, you can still call them back from the Recently-called panel (see below). Their push subscription is retained so that call still reaches them.

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.

The Recently called panel

A single-queue desk shows a Recently called panel listing the tickets it most recently called — each row carries the ticket number, the customer’s name (when given), how long ago it was called, 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 still-CALLED ticket is re-announced on the display — the flash and chime fire again and the state does not change.
• A SKIPPED or NO_SHOW ticket is called back to the desk — it returns to CALLED and the customer is notified again. This is the quickest way to bring a customer back when they reappear shortly after being skipped or marked no-show, without looking their ticket up by number.

On a multi-queue desk the panel is shown in a compact form — number, time, and outcome only, without 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

• Skip when you want to continue serving the queue but may call the customer back — they are temporarily absent but could return.
• No-show when you are confident the customer has left or will not approach. The ticket is counted as a no-show in your analytics and drops out of the automatic waiting and recall flow — though you can still call them back manually from the Recently called panel if they reappear.
• 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.