Waiting Lists

How to collect interested people's details when tickets sell out using our waitlist feature

Doc Parsons avatar
Written by Doc Parsons
Updated over a week ago

Waiting lists allow your customers to join a list tied specifically to a particular ticket after the ticket sells out. If a ticket then becomes available, you can choose to offer it to someone on the waiting list.

Enabling the waiting list

To enable a waiting list for a particular ticket, just open the ticket in the Tickets section, hit Edit and click Enable in the Waiting list section.

Collecting signups

Once a ticket sells out, the Join Waiting List option will appear to your potential attendees. Customers can now join the waiting list for that ticket. They'll be asked to fill in their name and email address. Please note, customers will receive a confirmation email when they join a waiting list. They will also receive an email if they are offered a ticket.

To see who's joined the waiting list, click on Waiting Lists in the sidebar. You can also import a .csv file of people in this section. Please note, customers will not receive a confirmation email when you import a .csv file of people.

Offering tickets

Once somebody has joined the waiting list for a ticket, the ticket goes into waiting list mode. At this point, even if you increase the capacity of the ticket, it will not be available to register until the waiting list has been cleared (with everyone having either been offered a ticket or rejected).

People who have joined the waiting list are listed in the Waiting List section, newest first. To offer a ticket someone, click on their name and then click on Offer Ticket

You can customise the message that gets sent to them. The message includes two {{Mustache}} tags: {{rsvp_link}}, which is the unique once-off link that allows them to redeem their ticket, and {{expires}}, if you choose to set an expiry time.

Here's what the offer email looks like:

A sample email as generated by Tito that provides the user a link to their ticket.

Hit Send once you’re happy with the message. This will send a unique link to that person that they can use to get a ticket. The unique link is only usable once, so it cannot be shared with other people to redeem more tickets.

Setting an expiry time

You can set an expiry time on the offer to create a sense of urgency. After the time expires, the link will display an error and will no longer be able to be used to register a ticket.

Rejecting waiting list entries

You can remove people from the waiting list by rejecting their application. Just hit the Reject button. Those people will not be notified that they were rejected. 

If you reject all the people on a waiting list, and there are still tickets available, the ticket will appear as on sale again.

You can still offer a ticket to someone was previously rejected: just click on Offer Ticket to restore them to the waiting list, noting that this will return the ticket to waiting list status again until the waiting list offer is redeemed or rejected again.

Putting tickets back on general sale

Once a waiting list has been enabled on a ticket, the only way to open the ticket back up to general sale is to clear the waiting list. Increasing the quantity of the ticket is not enough, because Tito gives priority to people who signed up to the waiting list.

If you've already offered everybody on the waiting list a ticket, then you can now safely reject them and they won't receive a further notification but they will still be able to register a ticket if they wish. 

This will effectively clear the waiting list and tell Tito it doesn’t need to “wait” for those people to register before putting the tickets back on sale to the general public.

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