Ticket Flags: Track and Resolve Order Issues at Events
Ticket Flags pageOverview
Ticket Flags brings all flagged tickets from across your event into one place. Instead of hunting through individual orders to find problems, you can see every flagged ticket in a single dashboard, sorted by urgency.
At its simplest, Ticket Flags answers one question: Which tickets need attention right now?
Who uses this: Event administrators with the Ticket Flags permission.
Key capabilities:
- View all flagged tickets across your entire event in one list
- Filter by status (Open, Resolved, Closed) to focus on active issues
- Sort by priority to tackle Critical and High issues first
- Add comments to document investigation progress
- Collaborate with team members through shared notes and updates
Note: This page shows flags from ALL orders. To flag individual tickets within a specific order, see Managing Orders → Ticket Flags.
How It Works
At a glance: Flags are created on tickets, collected in this dashboard, investigated by your team, and resolved with documented outcomes.
1. Flags arrive in the dashboard
When staff flag a ticket (from an order dashboard or the mobile app), or when the system detects suspicious activity, the flag appears here automatically. Each flag shows the ticket details, priority level, and who raised it.
2. Review and prioritise
Use the filter buttons to focus on what matters. Start with Open flags, then check Critical and High priorities first. Click any flag to see full details including the initial comment explaining why it was raised.
3. Investigate and collaborate
Add comments to document what you've found. Other team members can see your notes and add their own. This creates an audit trail showing exactly how the issue was handled.
4. Resolve and close
Once the issue is fixed, mark the flag as Resolved with a final comment. When everything is complete and no follow-up is needed, close the flag to archive it.
Think of it this way:
- Flagging marks a ticket as needing attention
- This dashboard collects all those flags so nothing gets lost
- Comments let your team work together on complex issues
- Status changes track progress from discovery to resolution
Flag Types
Flags are categorised by the nature of the issue:
| Type | When to use |
|---|---|
| Suspicious Activity | Unusual patterns, potential fraud, duplicate purchases from the same person |
| Payment Issue | Failed payments, chargebacks, payment disputes, refund complications |
| Admission Problem | Door entry issues, verification failures, seating conflicts |
| Technical Issue | QR code problems, system errors, ticket delivery failures |
| Manual Review | Cases requiring human judgement or special approval |
| Other | Issues not covered by the above categories |
Staff select the most appropriate type when creating flags. This helps you filter and route issues to the right team members.
Priority Levels
Each flag has a priority indicating urgency:
| Priority | Colour | When to use |
|---|---|---|
| Critical | Red | Immediate action required - event at risk, security concern, major fraud |
| High | Coral | Urgent but not immediate - significant payment issues, admission blocking a customer |
| Medium | Yellow | Standard priority - routine payment problems, minor technical issues |
| Low | Grey | Non-urgent - documentation requests, minor queries, follow-up items |
Note: Sort by priority to handle Critical and High flags before your event starts.
Flag Status
Flags progress through three states:
Open (Yellow badge)
- Newly created flags requiring investigation
- Active issues being worked on
- Default status for all new flags
Resolved (Green badge)
- Issue has been fixed or addressed
- Resolution recorded with comments
- Still visible in history for auditing
Closed (Grey badge)
- Flag permanently archived
- No further action needed or possible
- Removed from active working list
Note: Flags can be reopened if issues recur. Resolved means "done for now" not "permanently closed".
Filtering and Viewing
The dashboard provides four filter buttons:
- All: Every flag regardless of status
- Open: Active flags requiring attention
- Resolved: Recently fixed issues for review
- Closed: Archived flags for historical reference
Each flag row shows:
- Type: Category badge (Suspicious Activity, Payment Issue, etc.)
- Priority: Colour-coded urgency level
- Order #: Order number containing the flagged ticket (clickable to view order)
- Ticket: Seat/ticket identifier (e.g., "A12 Adult")
- Status: Current state
- Flagged: When the flag was created (relative time like "2h ago")
Click any row to open the full details.
Flag Details
Clicking a flag opens a detailed view showing:
Flag information:
- Flag type, priority, and current status
- Ticket details (seat, category, price)
- Order number and attendee name
- Who created the flag and when
- Source (User or System)
Comments and history:
- Initial comment explaining the flag
- Conversation thread between staff members
- Timestamps for all activity
- Resolution notes
Available actions:
- Add comments to document investigation
- Change priority if situation escalates or de-escalates
- Mark as Resolved with explanation
- Close flag permanently
- View associated order
Flag Sources
Flags can originate from two sources:
User-created:
- Staff members flag tickets from order dashboards
- Mobile app users flag during door operations
- Shows first and last name of person who flagged
System-generated:
- Automatic flags for suspicious patterns
- Fraud detection triggers
- Shows "System" as source
Note: System flags typically warrant immediate review as they indicate automated detection of concerning activity.
Adding Comments
The comment system enables team coordination:
- Open flag details
- Type investigation notes, findings, or questions
- Submit to add to the conversation thread
- All comments are timestamped and attributed to you
Use comments for:
- Documenting investigation steps taken
- Asking colleagues for input
- Recording customer communications
- Explaining resolution decisions
- Noting follow-up actions needed
Comments create an audit trail showing exactly how issues were handled. This protects you if customers dispute outcomes later.
Resolving and Closing Flags
To mark a flag as Resolved:
- Open flag details
- Add a final comment explaining the resolution
- Change status dropdown to "Resolved"
- Save changes
When to resolve:
- Issue has been fixed and verified
- Decision has been made and communicated
- Customer has been satisfied
- Investigation is complete
To close a flag:
- Ensure the flag is Resolved first
- Verify no further action is possible or needed
- Change status to "Closed"
When to close:
- Issue permanently resolved
- Event has concluded
- Customer received final outcome
- Archival cleanup of old flags
Closed flags remain in history but disappear from active filters.
Refreshing Data
The page does not auto-refresh. Click the Refresh button to load the latest flags.
Recommended refresh schedule:
- During event: Every 5-10 minutes to catch door issues
- Sales period: Daily to monitor payment and fraud flags
- Post-event: As needed for final cleanup
Permission Requirements
Viewing and managing flags requires the Ticket Flags permission. This permission allows:
- Viewing all flags for the event
- Adding comments to flags
- Changing flag status and priority
- Creating new flags from order dashboards
Users without this permission cannot see the Ticket Flags menu option. Contact your organisation administrator to request access.
Best Practices
During event setup:
- Review any Open flags before event day
- Prioritise Critical/High flags for immediate resolution
- Move old Resolved flags to Closed status
On event day:
- Monitor Open flags throughout door operations
- Keep Ticket Flags open on a dedicated device
- Refresh every 5-10 minutes during peak entry
- Resolve issues quickly to prevent door queues
After the event:
- Review all Resolved flags to verify outcomes
- Close flags that will not recur
- Document lessons learned in final comments
- Archive flags for future event reference
Team coordination:
- Assign specific staff to monitor different flag types
- Use comments to notify colleagues when appropriate
- Establish priority response times (Critical: immediate, High: 30 minutes, etc.)
- Hold brief flag review meetings for complex events
Integration with Other Features
Order Dashboard:
- Click order numbers to view full order details
- Create flags directly from individual tickets
- Flags appear as badges on tickets
Mobile App:
- Door staff can flag tickets during scanning
- Flags sync immediately to web dashboard
- Mobile users see flag status when scanning
Feed:
- Flagged orders can be filtered in Event Feed
- Cross-reference flags with payment history
- Track refunds and cancellations related to flags
Common Questions
Creating and Managing Flags
Can I create flags from this page? No. This page is for viewing and managing existing flags. To create a new flag, go to the specific order and flag the ticket from there. See Managing Orders → Ticket Flags.
Can I change a flag's type after creation? Yes. Open the flag details, click "Edit details", and use the dropdown to select a different flag type. You can also change the priority from the same screen.
What happens if multiple people edit the same flag? Changes save individually. If someone else updates the flag while you are viewing it, click Refresh to see their changes.
Visibility and Permissions
Why can I not see the Ticket Flags menu? You need the Ticket Flags permission. Contact your organisation administrator to request access.
Can attendees see that their ticket has been flagged? No. Flags are only visible to staff with appropriate permissions. Customers see no indication of flags on their tickets.
Status and Resolution
Can I reopen a Resolved flag? Yes. Change the status back to Open if the issue recurs or was not fully resolved.
What is the difference between Resolved and Closed? Resolved means the issue is fixed but you might need to reference it again. Closed means it is permanently archived and will not appear in active filters.
Do I need to resolve before closing? It is recommended but not required. You can close directly if the flag was created in error or is no longer relevant.
Technical Issues
No flags are appearing - what should I check? Verify you have Ticket Flags permission, check you are viewing the correct event, try the "All" filter in case flags are Resolved or Closed, and click Refresh to reload data.
My changes are not saving - what is wrong? Check your internet connection. You may have been signed out due to session timeout. Try refreshing the page and signing in again.
Need Help?
If you cannot find what you are looking for, contact our support team at support@seaty.co.uk for assistance with ticket flag management.