Virtual Ticket

Virtual Ticket

Overview

Virtual Ticket is a web application (opens in any browser) that enables customers to use their smartphones as an alternative or complementary way to register and check-in for a service, instead of a ticket dispenser. You will get acquainted with how to set up and customize virtual tickets delivered to your customers' handheld devices.



The ticket can be issued by QR-code or link. It is possible to issue regular and priority tickets. The visitor can also request notifications by SMS, and the application is fully customizable in the Backoffice.

BASICS

Here you will be able to configure the basic settings for the Virtual Ticket device.

You can set up multiple Virtual Ticket devices and configure them in different ways, such as setting multilingual devices, for example.



Basics

Assign a name for the Virtual Ticket instance you are setting up. Since you can have multiple instances for the device, utilize naming conventions accordingly to ease the task of customization.

Branding

Here you can customize the branding for the virtual ticket, such as the organization color, the header background color, the organization logo, and the organization font.

Device Services

Here you can customize which services are active on this instance of the Virtual Ticket.
You can toggle Activate All Services to ON or OFF: The ON position activates all services, and the OFF position lets you select which services are active on the current device you are editing.

Notification Button

Toggle whether or not having a Notification button visible.

Exit Queue Button

Toggle between having the Exit Queue button visible or not.

Delay Ticket Button

Here you can toggle between having a Delay Ticket button visible or not.

Additional configurable settings in this section are: Delay Until Next Call:

  1. Visibility Behavior

You can choose from Default, Visible only when visitor is called, and Visible after (defined number of) tickets ahead.

  1. Push Limit

Set the number of times a person can delay a ticket.
Example: A customer receives a notification that it's his/her turn, but is not able to make it right away. S/he can delay the ticket for the number of times you defined in the Push Limit value textbox.

  1. Delay until next call

Set the delay to be user configurable, or set it according to your services' parameters by entering the amount of time in the delay textbox (in minutes).

OVERALL TEXT FIELDS

Here you can set up all customizable text tooltips for Virtual Ticket.

In the mobile interface of Virtual Ticket, users can request tickets for services which you have specified to be available in Virtual Ticket.


Service List Menu

You can customize the title that appears in the application in the Title textbox.

In the Column Header section, you can add and customize text for the service, queue, and ticket expressions. In the example, service is set to Service, queue is set to Queue and ticket is set to Ticket.


Select Ticket Card

In the Queue textbox you can add custom text for queue. In the Total textbox you can add custom text for total.

Add custom text for regular and priority tickets in the Extras section, and the same applies to the Buttons section.

Ticket Card

In the Card Header section, you can add custom text for ticket number in the Ticket Number textbox. In the Extras section you can enter custom text for regular and priority tickets.

You can also have different text for the various buttons on the ticket card.

Presently, you can customize the Put Ticket On Hold button, and the Quit Queue button. Not shown in the picture are the Uncancel Ticket and the Press & Hold To Finish buttons.


The Uncancel Ticket button is only visible when the operator cancels your ticket. It serves the purpose of putting you back in the queue and keeping your ticket.

The Press & Hold To Finish button is only visible once the ticket is finished.


SMS Notification Status

Compose a message to display when a user enables SMS notifications via the Virtual Ticket interface.
For SMS notifications in the web application, complete and configure with the appropriate details and settings in connectors - in the SMS section, under General Settings.


TICKET STATUS


Ticket Status, Labels, & Colors

Configure color codes and labels for the following queue states:

  1. In Queue
  2. On Hold
  3. In Attendance
  4. Cancelled
  5. Terminated
  6. Paused
  7. Transfer

POPUP DIALOGS

In this section, you can compose messages that will display in sections of the Virtual Ticket application.


SMS Notification Setup Dialog

Here you can compose the message that appears for users when they are configuring SMS Notifications in Virtual Ticket.
You will need to provide a title, a paragraph, a default prefix for the phone country code and a phone number placeholder which instructs users to fill in their information.
You also need to configure the Negative and the Affirmative buttons.

Turn Off SMS Notifications Dialog

In this section, you can set up an Opt-Out Message that users will see when turning off SMS notifications.
You will need to assign a title, compose a paragraph, and enter the text for the Negative and the Affirmative buttons.

Priority Ticket Policy Dialog

Here is where you configure the message which appears to users whenever they try to issue a priority ticket.
Currently, you will need to assign a title, a paragraph stating the legal foundation of what is considered as priority, a checkbox caption, and the text of the Negative and the Affirmative buttons.

Put Ticket On Hold Dialog

Here is where you will set up the messages that appear to the users whenever they try to put a ticket on hold via the Virtual Ticket application.
This feature proves useful if a customer is unable to make it right away and needs to postpone their turn at the first time their ticket is called.
You need to assign a title, compose messages for the 2 Body fields ("Called again in" & "Will be called"), the text for the Minutes field, and captions for the Negative and the Affirmative buttons.



Quit Queue Dialog

Here is where you will set up the messages that appear to the users when they choose to cancel their ticket or turn.
Users will be made aware they will lose their position in the queue if choosing this option, and will need to confirm this.



Ticket Paused Dialog

If for any reason service delivery can not be completed, or there is the need to wait for s specific service or attendant, or in the event of an emergency, staff can "pause" a ticket, and in this section you define the popup dialogs they will see.
Only staff can pause and resume tickets.
​

Ticket Canceled Dialog

Define the buttons' text and popup dialog users will see in the event their ticket gets canceled.
Once a ticket is cancelled, it will be in tolerance for as long as specified in Ticket Tolerance in the Branches section.
Users will be able to "confirm" or "cancel" this, the latter option re-activating their ticket and adding them to the back of the queue once more.



Uncancel Ticket Dialog

Define the dialog that pops up for users if they choose to "uncancel" their ticket, informing them they will need to wait for their turn once more.
Once again the confirm and cancel buttons' text can be customized.




Here you can enter text for popups containing any legal information or disclaimer, as well as the affirmative button text.




TROUBLESHOOT SCREENS

The final section in Virtual Ticket, where you define the text that displays to users when there are no services available at the time.



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