Ticket history and staff notes

Every ticket keeps its own history: a list of what happened to it, when, and who did it. You can also keep private staff notes on a ticket or on a whole order.

Open a ticket's history

1. Open the event's guest list on the "Attendees" tab.
2. Open the ticket's menu (the pencil button) and click "View history".

The "Ticket history" popup lists entries newest first, with times in your shop's time zone. "View changes" shows "Before:" and "After:" for each change, and "Load older activity" loads 25 more.

The same history opens from "View history" in "Manage tickets" on the Shopify order page.

What the history records

Entries are written automatically, whatever made the change: the app, the Shopify admin, Shopify POS, a refund or the customer.

• "Ticket created".
• "Attendee details updated", for first name, last name, email, phone or language.
• "Date or time changed", "Ticket type changed" and "Ticket code changed".
• "Ticket status changed", between Active, Cancelled, Waiting for a date, Refunded and Not assigned yet.
• "Ticket transferred".
• "Checked in" and "Check-in undone".
• "Ticket email accepted for delivery".
• "Ticket resend requested", then "Ticket resend accepted for delivery" or "Ticket resend not confirmed".
• "Merchant email copy requested", then "Merchant email copy accepted for delivery" or "Merchant email copy not confirmed".
• "Staff note added", "Staff note edited" and "Staff note deleted", and the same three for order-wide notes.
• "Custom attendee answers updated", when answers are changed on the Shopify order page. The answers themselves are not copied into the history.
• "Seat assigned", "Seat changed" and "Seat released" on seated events.

Who and where

Each entry has a line that says who made the change and where.

The place is one of "Change made in the Easy Tickets app", "Change made in Shopify Admin", "Change made in Shopify POS", "Customer self-service" or "Automatic process". The person is the staff member's name when Shopify provides it. Otherwise it reads "Staff member" with an ID, or "Person not recorded".

• Changes in the app carry the staff member who made them.
• Changes on the Shopify order page carry the staff name and "Change made in Shopify Admin".
• Check-ins in Shopify POS show "Person not recorded · Change made in Shopify POS".
• Check-ins on the web door page show "Person not recorded".
• Refunds and cancellations that come from Shopify show "Person not recorded".
• Transfers show "Person not recorded · Customer self-service".

History limits

• Tracking started on 12 September 2026. Older tickets show "Earlier activity may be incomplete. Detailed tracking started" with the date.
• An email entry means the mail service accepted the email. It does not prove delivery to the inbox.
• Only the ticket email is logged. Reminders, follow-ups and waitlist emails leave no entry.
• Answer changes made with "Edit" on the Attendees tab are not recorded.
• A transfer link that was made but never used leaves no entry.
• Deleting a ticket deletes its history, and erasing a customer's data wipes it.
• There is no event-wide log, no search across tickets and no export. The only copy outside the popup is inside a customer data request.

Staff notes

Staff notes are private notes for your team. Customers never see them.

You can open them in four places:

• "Staff notes" in the ticket's menu on the Attendees tab;
• the note button next to a guest's name, which shows how many notes there are;
• "View staff notes" in the "Edit attendee" popup;
• "Manage tickets" on the Shopify order page.

To add a note:

1. Open "Staff notes" on the ticket.
2. Under "Apply note to", choose "This ticket only" or "Whole order". "Whole order" appears only for tickets from a Shopify order.
3. Type the note in "New staff note". A note can hold up to 4,000 characters.
4. Click "Add note".

Each note shows its author, date and time, a "Whole order" badge for order-wide notes and "Edited" once it has been changed. Use "Edit note" or "Delete note" to change it. A whole-order note shows on every ticket of that order.

If someone else changed a note while you were editing it, the app keeps your draft. It says "This note changed or was deleted. Your draft is retained. Reload notes and review the latest version before editing again."

Who can see and change notes

• In the app, anyone who can open the event can add, edit and delete any note, including notes written by other staff.
• In the Shopify admin, staff with view-only access to orders can read notes but cannot write them.
• Notes do not appear on the door page, in Shopify POS, on tickets, in emails, on the storefront or in CSV files.
• Notes are part of the file when a customer requests their data.

Notes stay with a ticket when it moves to another date. Deleting a ticket deletes its notes. Erasing a customer's data deletes the notes on their tickets.

Attendance numbers

Several screens count who has arrived:

• The "Check-in" card on the event Dashboard: "Attendees" (active tickets), "Checked in", "Waitlist" and, when there are any, "Waiting for a date".
• The Attendees tab: the "Check-in" column and the "Not checked in" filter.
• The Analytics page: "Check-in rate", the "Attendance" panel and "Arrival times". See Event dashboard and analytics.
• The app's block on a product page in the Shopify admin: "Attendance" with "Booked", "Checked in" and "Still expected", filtered by date and ticket type.

A ticket with several entries counts once. Tickets that are waiting for a date, cancelled, refunded or unclaimed do not count as booked. There is no check-out and no no-show report. For attendance in a spreadsheet, use the Attendees CSV's "Check-ins" column or the Analytics export.