Articles on: Managing Events

Waiting List

The TicketSource Waiting List enables customers to record ticket interest once an event has sold out. This functionality can be activated on an event if you would like to be able to contact customers regarding situations like returned tickets, an increase in ticket allocation or a new date being added. 


  1. Enabling a waiting list for your event
  2. Adding customers to your waiting list
  3. Managing your waiting list
  4. Contacting Your Waiting List



1. Enabling a waiting list for your event


  1. Go to Events and select Modify Events
  2. Select your required event from the current events dropdown and click modify event.
  3. Within the event designer, press the edit icon under the Event column and scroll down to expand Advanced Settings.
  4. Select the option to enable the Waiting List (Enable a waiting list when tickets have sold out) and press save at the bottom of the page. 


Once your event has reached its total capacity, the book now button will be automatically replaced with a sold-out message and the option for the customer to click to Join Waiting List.


2. Adding customers to your waiting list


Once an event with the waiting list enabled is sold out, customers can join the waiting list from your Ticket Shop booking pages. 


Customers also agree to our data privacy policy as well as the event creator data privacy policy if present, which you can add to your TicketSource account within 'Settings > Customers'


Customers receive an on-screen confirmation that their details have been added to the waiting list for that particular event. 


The customer can also opt in to marketing consent to be able to be notified of future events and services in the future before tickets sell out!



Customers can also be added to the waiting list from within your TicketSource account from within the Waiting List Report, accessible either via the Reports menu or the Actions dropdown next to a specific event. 


Clicking the Join/Add To Waiting List button will load a registration form to enter the following fields.


  • First Name (required)
  • Last Name (required) 
  • Email Address (required) 
  • Contact Telephone number (optional)
  • Number of tickets required (required)
  • Special requests or comments (optional) 


3. Managing your waiting list 


Customers added to a waiting list will be accessible via the Waiting List Report, accessible either via the Reports menu or the Actions dropdown next to a specific event. 


If your event is sold out and customers are on your waiting list, an icon will display next to the sold-out icon from your TicketSource dashboard. Hovering over the icon will show how many customers are on the waiting list, offering a quick visual reference. 


The Waiting List Report lets you view all customer information and whether they have been contacted. Some of the tools available within the report include. 


  • Adjustable check box to include customers who have already been contacted 
  • Ability to view customer record by clicking on the customer name. This provides you with the option to update contact information if required
  • Order the columns in ascending or descending order by clicking on the desired column header
  • Hover over and click on the edit icon to edit the customer's special requests or change the contacted status of the customer 
  • Remove/delete customers from the waiting list by hovering over a specific customer and clicking the delete icon or selecting multiple customers and clicking the remove selected customer button
  • Export your customers to a CSV or PDF by clicking the download links at the bottom of the report


User accounts can be set to receive an email notification each time a customer is added to a waiting list via the Account | User Accounts menu option.



4. Contacting Your Waiting List 


Please Note: The contact customer feature is not available for free events and events with only in-house bookings


Customers can be contacted individually en masse using the contact customer feature, or you may wish to use communication methods outside of TicketSource. 


The Waiting List Report is accessible either via the Reports menu or the Actions dropdown next to a specific event. To contact your waiting list


  1. Select which customers you wish to contact by adding a tick to their record in the first column of the report. Customers can be selected on mass by selecting the header check box or selecting individual customers from the list
  2. Once customers have been selected, click the Contact Selected Customers button, which will direct you to the contact customer feature. 
  3. The system will preselect your event and display how many customers have been selected. Emails will be sent with the subject line of 'Ticket Announcement' 
  4. A pre-configured notice will display in the Your Message, including a direct link to the event. Feel free to amend this message and/or link if you wish
  5. Once your message is ready to send, agree to the terms and conditions of use and click send email


Customers will be sent the message via email immediately, and a copy will be sent to the email linked with your user account. 


Customers will also be marked as contacted, so you have a reference from within the Waiting List Report.

Updated on: 25/06/2025