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Search is how most desk interactions begin. You can start it from the search box on the Command Center, or directly on the Search results page. Type any identifier into the search box and press Enter. The type is detected automatically, and a label inside the box confirms what the search understood, for example “Email, auto-detected”. You can search by:
  • Ticket ID
  • Email or name (attendee or purchaser)
  • QR code content
  • Order number
  • Payment reference
  • Top-up or spend reference
  • Wristband ID or wristband UID
Searches need at least three characters. Select Clear to empty the box and start again.

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Read the results

The page shows how many possible participants were found and what the search matched on, then one card per candidate. Select the person who is actually at the desk. Each card shows:
  • Name and email of the participant.
  • Why it matched, in a sentence under the email. This matters: an email that matches the ticket holder and an email that matches the purchaser, not the holder, are completely different people at the door. When the match is the buyer rather than the holder, the card is highlighted in amber and the sentence says so.
  • Group order, if the order covers several tickets. Pick the person and ticket you are dealing with.
  • Open cases, if the participant already has open service cases.
  • Ticket: the Ticket ID, ticket type and session.
  • Entry: whether they have entered (with the time), plus a state label such as Valid, Entered, Transfer pending or Cancelled.
  • Wristband (Tap events only): the wristband ID, or “Not bound”.
Don’t admit someone because they bought a ticket. If the card says the match was the purchaser, the ticket belongs to someone else. Open that person instead.

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Actions on a result

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When nothing matches, or it is the wrong person

Search never ends on a blank page. Below the results, a panel titled Nothing matched (or Not the right person?) lists suggested next things to try. It also offers Create unmatched case. This records what the person told you and escalates it, so they aren’t turned away with nothing. The text you searched is stored exactly as typed, together with the time and your name, so it can be reconciled later. See Service cases.
Don’t tidy up what the guest gave you. If an unmatched case is needed, the exact spelling and capitalization they presented is the only evidence the case has.