C) The Ticket Screen

Learn how to setup ticket screens to use as a KDS!

What's in this article?

In this article we'll cover all things related to using our powerful ticket screens to prep orders. Commonly referred to as a Kitchen Display System or a KDS, ticket screens are tablets that you can setup in different stations around your shop. These screens will receive orders and allow you to move them along as you are prepping them. In many cases, the system is able to replace physical printed tickets.

There are a few powerful things about how the ticket screens work. To start, you can route orders in virtually unlimited ways depending on how you prep orders. POS orders, online orders, mobile orders, etc. all get routed through the same system so there is no need for maintaining multiple processes for prepping orders. Additionally, all customers can live track their orders as you are prepping them. They'll receive updates through each step in the process so they even know when it's time to pick up!

The main topics in this article are:

  • Overview of the Ticket Screen
  • Scheduled Orders
  • Choosing Settings

Overview of the Ticket Screen

We completely rethought the traditional KDS layout and built our system from the ground up to make your life as easy as possible. Here's a screenshot showing an example ticket screen:

If you've ever used a KDS before, this may look quite different at first glance. Don't worry, we'll cover how it all works as well as what each button does.

There are two sides to the Ticket Screen:

  1. Received Tickets, on the left.
  2. In-Progress Tickets, on the right.

When a new order is placed, it'll always popup on the ticket screen underneath the "Received Tickets" column, on the left. You can then move to "In-Progress" when you decide to begin prepping it. Finally, you can complete the order, which removes it from the Ticket Screen completely.

At the top of the screen, there will be a number inside of parentheses that shows how many orders are inside of each column. In this example, there are 3 orders with a 'Received' status and 1 order 'In-progress'.

Each of the 4 cards you see on the screenshot above represent their own order. Let's start by breaking down an individual card and the information that shows on it:

  • On the top left, you'll see the order number followed by a name. If no name was added when the order was placed on the POS, it'll say "Register Order". All mobile orders require a name. Tapping on this text will show a pop up with all the order details shown exactly the same as you'd see it on the transactions screen.
  • On the top right, you'll see a time. This displays the time the order was placed. If it was a scheduled order, this number will show as red and include a calendar icon next to it. The time will be the scheduled time rather than when it was placed.
  • Next to the time, there is a purple button with an arrow on it. Tapping on this arrow will collapse the ticket, hiding the products that it contains. For some use cases, it can be helpful to have the setting on to default show collapsed tickets so you can see more at once. You can then open them as needed.
  • The main section of the card shows the products. They will list out as follows: (Quantity) Product Name. The example above shows a variety of items including Espresso, Mocha, Boxed Water, and Banana Bread. Underneath each item, modifiers will show in a gray color.
  • On the far right next to each product, you'll notice another number in parenthesis. This tells you how many total products the order has. The iced latte is product 1 out of 2 total. The chocolate croissant is product 2 out of 2 total. The ticket system allows you to split one order between different ticket screens. In those scenarios it helps to see if there are more products that you need to match with the order coming from other stations. You can also tap the name at the top of the card to see a full view of the entire order.
  • On the bottom left and right, you'll notice a red arrow and a purple arrow. These are used to move tickets between the "Received" and "In-Progress" columns. As you move the tickets along, customers receive live updates on the status of their orders.
  • On the bottom between the arrows, a colored box will show with the order type. This can be helpful to see the type at a quick glance. In the example above, the order is a Delivery order type.

There are a couple other icons that may show up on the cards in other scenarios. These include the following:

  • For Saved Orders that have yet to be paid off, a red $ circle will show next to the order type like this:
  • For delivery orders that have been added to a delivery group (you can learn more about this in the delivery article), we'll display a tag next to the order type that shows the delivery group.

Scheduled Orders

You might have noticed the small 'Scheduled Orders' button that shows up in the bottom left of the ticket screen. It looks like this:

Think of this as a folder that holds all of the future orders that have been scheduled until they actually need to be prepped. We added this folder to help declutter the ticket screens. For example, if you had a scheduled order placed for 2pm in the afternoon and it was still 9am, it would be confusing to work around that order. Scheduled orders can be placed directly on the POS, online ordering website, and mobile app.

To view the scheduled orders, simply tap the button and the following screen will show:

Let's break this page down!

On the left of the page, you'll notice a chronological list of all scheduled orders. The orders that will need to be prepped soonest will always show up first in order. We've also included some easy colored tags for you to get a quick view of when certain orders need to be ready. You can tap on any order in this list to see the contents populate on the right.

On the right of the page, the info for the order that is selected will show. This is the same order review page that shows in the transactions page and a few other places across the POS. Anytime you are viewing an order, it'll look like this. From here, you can engage in any action you need to with the order.

Some scheduled orders may not be paid off yet, such as when someone calls in to schedule a To-Go order and wants to pay in store. Simply click on that order and hit 'pay off' to be taken to the checkout screen and select the preferred payment method.

As we'll cover inside of the settings summary, there is a setting that will determine how many minutes before pickup time that a scheduled order will automatically route to the 'Received' side of the ticket screen. There is no manual work you need to do, it'll simply popup automatically for you!

Choosing Settings

Inside of the settings on the POS app, you'll notice two types of ticket screen settings.

Global Ticket Options: These will affect all ticket screens across every device in your shop.

Device Ticket Options: These will only affect the ticket screen of the device you are on.

All settings inside of the POS app have descriptions directly underneath them. Below, we'll add some more info in case you need some extra help.

Global Ticket Options

  • Auto complete: This will automatically mark orders as 'Complete' which means they won't show up on the ticket screen. If you remember, the 3 steps on the ticket screen are; Received, In-Progress, and Complete. You can enable this for whole categories of products or entire platforms, like the POS, mobile app, etc.
  • Ignore ticket completion confirmation: This will complete orders on the ticket screen without waiting for a confirmation popup. Enabling this can help if your workflow is based around speed!
  • Highlight unviewed mobile ticket: When a mobile order comes in, the ticket will be highlighted with a bright border until it's been clicked on. This makes mobile tickets stand out more on your ticket screen until they've been acknowledged!
  • Fire tickets when named: If you need a faster checkout process, you can enable this setting so that new tickets are sent to their stations prior to the payment being received. When enabled, tickets will get fired as soon as you save a name to that order during the checkout process.
  • Name shows first on patron popup: When enabled, this toggle will prompt the 'add name' tab on checkout first rather than the default, which is to link a patron by phone number or by scanning the QR code from the order app!
  • Daily clean up: This will go through the ticket screen at a predetermined time and remove any old tickets from the previous day. This will not affect any scheduled orders, it will simply clean up the ticket screens so you're ready for the next day.

Device Ticket Options

  • Display tickets by: This is where you can determine what types of products and orders you want showing up on each device. As you can see, there are options for category, device, and platform. You can use these in combination to route orders to their specific places. Most commonly, locations will setup different ticket screens for various categories of products, like food vs. drinks. We also see locations that will route all their online and mobile orders to a ticket screen as well. Ultimately, it depends on what your BOH looks like to determine how you want to enable these settings on each tablet.
If you scroll further down, you'll notice a new set of toggles for ticketing options that are unique to each device!
  • Save patron on saved ticket create: This toggle will prompt the employee to save a patron each time a saved ticket is created. This can help you record patron accounts for your customers so that they can more easily order online, redeem rewards, and more!
  • Fire tickets on payment click: This toggle will fire tickets to the ticket screen / printers as soon as a payment type button has been clicked. This can be useful if your workflow depends on speed!
  • Collapse Tickets by default: This toggle makes tickets display in a compact mode on the ticket screen until they are expanded by clicking the arrow in the top right corner of the ticket. Here's an example of what a collapsed ticket looks like compared to normal mode.
Normal Mode
Collapsed Ticket
  • Sound on new ticket: Turning on this toggle will make the iPad chime each time a new ticket is created! Don't forget to make sure the iPad's volume is turned up!
  • Only sound on when ticket is mobile or web: If the 'Sound on new ticket' toggle is enabled, this toggle will limit chimes to mobile or web orders.
  • Compact Mode: When enabled, the tickets on the ticket screen will become smaller so you can view more orders at one time. Compact mode also removes checkboxes for individual items, and condenses listed modifiers so they no longer display on their own line. Here's an example of that same ticket #7 in compact mode:
Compact Mode
  • Scheduled orders prep window: You can choose how many minutes before the scheduled pickup time for scheduled orders to move to the 'Received' column as tickets!
  • Ticket Timer: Turning on this toggle allows you display a timer that counts up from when a ticket was created. Setting ticket timer warnings /error changes the font color of this timer to alert you that a ticket has been sitting for too long.

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