Open Tickets and Open orders

[yardgoat]

Hello all,

Is there somewhere to view what the pending change "Open Tickets is moving" will look like and how it will function?  There is a link in the email alert, but it just takes me to basic information, nothing new.

We exclusively use open tickets, a combination of (mostly) terminals on the floor + 2 stands.  I'm really concerned about possibly having to now change how we create/add/edit open tickets currently vs what we will need to do soon.  Do we continue using the open tickets screen?  Are we now REQUIRED to use Open Orders?  Or is it just a matter of Open Tickets now showing in Open Orders screen in addition to the Open Tickets menu???

[ryanwanner · Accepted solution]

Hello @yardgoat ! I helped beta test this, and I had a lot of the same questions that you do.

First, the Open Tickets button on the POS will still be there in the same place. When you tap on it, instead of seeing the open tickets in its own window, you'll see the Orders screen with only your open tickets shown in its own section. The original Open Tickets window is going away completely. Basically, what this update is doing is consolidating all open, active orders (in store and online) into the Orders hub.

If you use Open Tickets as your main screen, you will see a secondary screen similar to the way it shows currently but with a few UI tweaks. Any time you start using the POS this screen will show. You have the capability of editing the tickets and searching for tickets on this screen.

Mostly the change was on the back end of things instead of major changes for us to absorb. The one thing that the new open tickets does that I really like is that you can view open tickets from your web dashboard now. They show up on the Orders screen with Point of Sale as their source. While you can't edit the ticket from the dashboard, you can print out the order just like any online orders.

Your workflow shouldn't change too much at all with the update, and in my testing I've found that the overall experience is improved by putting the open orders into the Orders hub.

[yardgoat]

@ryanwanner Thank you so much for the response.

So...my biggest concern is how it looks and how differently the function is.  I'm dealing with several employees, all part-time.  Change is not their favorite word.  I was hoping there would be some screenshots from Square to show how it will look and function vs what we've been doing for the last 4 years.

I will have to retrain everyone unless I'm just still not understanding.  If I go to the open orders screen today, is that our home screen going forward?  How do we start a new ticket?  How do we edit an existing ticket?  Etc, etc, etc...

[ryanwanner]

@yardgoat  I fully understand where you're coming from. Change is always a bad word to most people...

I can say that if you use tickets as your home page, the only real difference is that there's a visual update. Creating new tickets is the same flow. Editing tickets is a little different only because you need to select the ticket before editing; it took me only a couple of times to get used to the new flow.

Instead of having the orders screen and open tickets screen as two different entities, the two are integrated into one. When you tap the Tickets button on the main screen, the orders screen will pop up. There will be separate sections for any different type of online orders and a section specifically for open tickets.

There will be an adjustment period of course, but after being through some pretty significant updates to the system I can definitely say this is pretty minor. I don't believe you'll see a lot of pushback from your team.

[yardgoat]

Ok, great.  Thank you for the follow up.  I think I have a pretty good feel for what to expect now.  Thanks again!

[justsportsmans]

A little tangential, but I have a similar question. After updating to add preauth, we're also getting this new "orders" tab in Stand instead of tickets. It's all good, we got thru it and the bartenders love it. The problem now is, I tend to track sales throughout the day on my Android. From the checkout screen, I could always tap the "tickets" button to see open tabs. Now the open tabs don't display there or anywhere else I can find within the Android app. I can see completed / tip pending TX in the orders tab, but not open tabs.

Using current Android - Square POS Payment app and also tried with the beta, same result.

[Lybcoffee]

Hi! I have a lot of open tickets or customers from January 2025. All of them disappeared this week. How can I retrieve the tickets?