Reorder tickets by dragging on Kitchen Display System

[Matt_DP]

Hello everyone.

Does anyone have any ideas how to turn this functionality on? The guide says turn on within the KDS Setting > Layout and set ticket sequence to manual but there isn’t the option to change to manual? All I have is:

- default

- move ready tickets to front

Tried calling support desk but they suggested turning it on within the dashboard: Device management > devices > select the device MACH10 > but again there’s not an option to do that there?

They said they would escalate this ticket but not heard anything back?

All operating systems are up to date and I’ve tried restarting, uninstalling and reinstalling the app etc

[kacey_k]

Hi! I think the key here is that this is a new Open Beta feature, so updating the tablet’s operating system alone won’t necessarily make the Manual option appear.

Square currently says manual ticket reordering requires the Square KDS Android app version 7.15 or later. On each KDS device, the setting should be:

KDS → Settings → Layout Settings → Ticket sequence → Manual reorder → Save

It’s also a per-device setting, so it needs to be enabled directly on each KDS device rather than through Dashboard. Once enabled, you can long-press the top of a ticket and drag it into the desired position. 

Since you’re only seeing Default and Move ready tickets to front, I’d check the actual Square KDS app version on MACH10 first and confirm it’s at least 7.15. “Move ready tickets to front” is a separate Expo prioritization feature and isn’t the same setting as Manual reorder. 

If you’re already on KDS 7.15+ and Manual reorder still isn’t listed, I’d continue with the Support escalation. Because Square currently labels this feature Open Beta, the missing option may be related to availability/rollout rather than anything you’ve configured incorrectly. 

Hopefully that at least saves you from continuing to hunt through Dashboard for a setting that Square says should be configured on the KDS device itself!