Ticket details overview

Overview of the Ticket Details view in Qminder: what it includes, how to use it, and where to access it.

Visitor Ticket Overview

The Ticket Details view shows everything related to a visitor’s ticket - whether they just checked in, are currently being served, or have already completed their visit.

 

How do I open the Ticket details?

You can access Ticket Details from three main areas in Qminder:

• Service View – click a ticket card in the queue or serving panel to open details. 📖 Read more: The Service View guide

  

• Overview Page for Today – select any name from the ticket list. 📖 Read more: What is the Overview page

  

• Visitor History – open any past ticket to review or compare. 📖 Read more: What is Visitor History in Data Insights?

  

 

What’s inside the ticket?

Once opened, the ticket is divided into two main sections:

• Ticket fields on the left - all the editable information and service-related data.

• Activity & messages on the right - a timeline showing everything that happened with this ticket.
  

Together, these give you a complete picture of the visitor’s request, communication, and service history.

 

1. Ticket fields

This section displays the core information about the visitor and their request. 

 

Example of an open ticket (via Service view):

Example of a completed ticket (via Visitor history):

What’s included in ticket fields:

• Name & Contact Info - First name, last name, phone number, email (optional)

• Language – Helps you serve visitors in their preferred language

• Service Line – The current service the visitor is assigned to

• Custom fields – additional info like “What documents do you have ready?” or open-text responses that you can configure via Custom Input Fields

• Labels – Internal tags to track or group visitors (optional). Learn How to add and manage Labels

 

2. Activity & messages

This section tracks everything that has happened with the ticket - from check-in to service completion - in real time.

 

Example of an open ticket (via Service view):

Example of a completed ticket (via Visitor history):

What’s included:

• Filters – Toggle between different event types (Visit activities, Text messages, Field activity)
  NB! Currently available under Overview and Visitor History

• Timeline of events – Every step is logged with a timestamp. For example, the Field activity filter tracks changes made to the various input fields.

• Visit activities that reflect service actions – Calls, forwards, assignments, no-shows, and service completions

• Text messages that showcase automated & manual messages – See what messages were sent, by whom, and whether they were delivered. 

The activity log keeps everyone on the same page — ideal for handoffs or follow-up.

 

3. Repeated visits: switch between past tickets

If the same visitor has prior visits (a returning visitor’s phone and/or email should match previous entries), use the date dropdown at the top to flip between tickets. The most recent visit is shown by default.

NB! Currently available under Overview and Visitor History!

This lets you:

• Quickly switch between current and previous visits

• Review past ticket details (what was said, done, or answered before)

• Compare visit history in one place, without navigating away