Definitions:
FE User → stands for Front End User; refers to those that are using the website & app
CTA → stands for Call to Action; in our platform, typically refers to a clickable button
Description: Adds waitlist functionality for ticketed events that reach capacity, including hub-side waitlist management, ticket dispersal, redemption time limits, and resident-facing waitlist status and purchase flow. Provides a structured way to manage sold-out events by capturing additional demand and controlling how tickets are reallocated after cancellations.
Key Users: Hub Admins; Front End (FE) Users (Residents/Non-Residents)
Use Case: An event is full, but as a FE user, I am hoping that someone cancels and a spot will open up for me to be able to attend. By joining the waitlist, I am letting the community know I am interested in attending the event if the opportunity arises.
How to Access:
Admin | To Set Up: Log into the Hub → Events → + New Event → Waitlist Tab → Enable Waitlist & establish the # of hours a user has to purchase the waitlist tickets before they expire
Admin | To Access for Waitlist Management: 1) Log into the Hub → Events → Waitlist tab 2) Log into the Hub → Events → Find & Access the Event with the Waitlist Enabled → Waitlist is found at the bottom of the Event Detail page → Use Manage options
FE User | To Join: Log into the website or app → Event Calendar → Find a sold out event → if waitlist is enabled, there will be a ‘Join Waitlist’ CTA → Join Waitlist → Enter desired ticket amount
FE User | To Check Status: Log into the website or app → Avatar in top right corner → My Waitlists
FE User | To Make Changes to Waitlist Request: 1) Log into the website or app → Avatar in top right corner → My Waitlists → Actions column 2) Log into the website or app → Event Calendar → Find the event → Join Waitlist → Edit
FE User | To Redeem Once Received: 1) Log into the website or app → Avatar in top right corner → My Waitlists → Find event with Active status → Click event link 2) Receive email notifying of ticket availability → Click on link in the email 3) Log into the website or app → Event Calendar → Find the event → Purchase tickets
Associated Notifications:
Receiver of Notification | Trigger | Meaning |
FE User | Join Waitlist | User joined waitlist |
FE User | Activated from Waitlist | Hub admin sent user tickets |
FE User | Waitlist Expired | User didn’t purchase tickets in time |
FE User | Waitlist Deactivated | Hub admin sent tickets to user, then deactivated those tickets, resulting in the user not being able to purchase the tickets, but is still on the waitlist |
FE User | Leave Waitlist | User is removed from waitlist (action can be completed by the user or by hub admin) |
FE User | Waitlist Count Updated | FE User or Hub Admin update the number of tickets the user is requesting (increase or decrease) |
Important Notes:
The order in which you see users appear on the waitlist is the order in which they joined.
The waitlist is managed manually. Communities can distribute tickets off the waitlist based how they wish (in order of joining, by number of tickets requested vs available, etc).
Users cannot see their ‘position’ on the waitlist. They will only ever see ‘Waiting’ vs ‘Active’
FE users are not charged when they join the waitlist. They are only charged if they are sent tickets from the waitlist and choose to purchase them.
Visual Reference: