How to identify, prioritize, and serve checked-in appointments in Service View
Once a visitor with a scheduled appointment is checked in, their ticket appears in the Service View — just like any other visitor. But there are a few key distinctions that help staff prioritize and manage these visitors smoothly.
What happens after check-in?
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Appointment tickets appear in Service View. An automatic tag with the date and time of the appointment is added to distinguish the visitor from walk-in and remote sign-ups (the latter receive a label "from website").
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Appointments tickets are automatically placed at the top of the queue, giving them priority over walk-ins.
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You can open the ticket to view full visitor details, including service, appointment time, and any custom fields they filled in.
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From here, staff can proceed with normal queue actions: call, serve, mark as no-show, or reassign if needed.
Can I edit the ticket?
Yes. Once an appointment is checked in:
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You can edit all visitor fields (e.g. name, contact info, labels).
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You cannot modify the original appointment details (like time or service) — the visit has now become a live ticket.
How do appointments affect queue behavior?
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Appointments are prioritized to minimize wait time for scheduled visitors.
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You can still manage them like regular walk-ins — the only difference is their origin and tag.
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Teams using both walk-ins and appointments will benefit from this hybrid queue, where everyone’s visit type is respected and clearly indicated.
For full functionality in Service View — including working with tickets, filters, and queue actions 📖 See our full guide: The Service View
Have questions or need help configuring it?
Reach out to our support team or your account manager — we’re happy to help.