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Managing the Waitlist

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Eventixa Pro provides a dedicated Waitlist admin screen for reviewing ticket queues, active reservations, completed conversions, expired offers, and cancelled entries across your events.

From one screen, administrators can filter waitlist records, reorder waiting customers, manually promote eligible entries, resend active offer emails, and remove active entries.

Available in: Eventixa Pro
Admin Location: Eventixa → Waitlist
Settings: Eventixa → Settings → Tickets → Waitlist
Related features: Ticket Capacity, Automatic Promotion, Waitlist Reservations, Offer Expiration

Open the Waitlist

From the WordPress dashboard, go to: Eventixa → Waitlist

The page is titled: Waitlist

and is designed to: Manage ticket queues and active offers across Eventixa events.

By default, the page can display waitlist entries across all events.

Waitlist Overview

At the top of the Waitlist page, Eventixa provides summary counts for the main waitlist statuses.

These include:

  • Waiting
  • Reserved
  • Offered
  • Converted
  • Expired
  • Cancelled

This gives administrators a quick view of the current waitlist activity.

Status Summary

Each status represents a different point in the waitlist lifecycle.

Waiting

The customer is still waiting for capacity.

Reserved

The customer has been promoted and a seat is being protected during the offer period.

Offered

The customer has received an offer without a protected seat reservation.

Converted

The waitlist offer successfully became an Eventixa booking.

Expired

The customer did not complete the offer before it expired.

Cancelled

The waitlist entry was cancelled or removed.

Status Filters

The Waitlist page allows you to quickly view records by status.

Available status views include:

All | Waiting | Reserved | Offered | Converted | Expired | Cancelled

For example, selecting: Reserved

lets you concentrate on customers who currently have protected seat offers.

All Entries View

The default view is designed to show all matching waitlist entries rather than only active records.

This means you can review both:

Active entries

  • Waiting
  • Reserved
  • Offered

and:

Historical entries

  • Converted
  • Expired
  • Cancelled

from the same admin screen.

Filter Waitlist Entries

Eventixa provides detailed filters for larger waitlists.

You can filter by:

  • Event
  • Ticket
  • Occurrence
  • Status
  • Customer search
  • Entries per page

This is useful when managing several events or recurring-event occurrences.

Filter by Event

Use the: Event filter to display waitlist entries for a specific event.

After selecting an event, Eventixa can also provide its relevant ticket and occurrence options.

Filter by Ticket

After selecting an event, use: Ticket to narrow the results to a specific ticket.

For example:

Community Science Festival

may contain:

  • Student Admission
  • Standard Event Pass
  • VIP Pass

You can review the waitlist for only one of those tickets.

Filter by Occurrence

For recurring events, Eventixa can provide an: Occurrence filter.

This lets you manage the queue for a specific recurring date.

For example: August 16, 2028 without mixing it with another occurrence of the same event.

Filter by Status

Use: Status to select:

  • All Statuses
  • Waiting
  • Reserved
  • Offered
  • Converted
  • Expired
  • Cancelled

This is useful when you want to focus on one stage of the waitlist lifecycle.

Search Customers

The Waitlist search can find entries using:

  • Name
  • Email
  • Phone
  • Entry ID

This is useful when a customer contacts you and you need to locate their waitlist record quickly.

Entries Per Page

The admin screen supports:

  • 20
  • 50
  • 100

entries per page.

Choose a larger page size when reviewing a busy event queue.

Reset Filters

Select: Reset to return to the normal unfiltered Waitlist view.

Waitlist Entries Table

The main table contains the following columns:

  • Customer
  • Ticket / Occurrence
  • Status
  • Joined
  • Offer
  • Actions

Each row represents one waitlist entry.

Queue Position

The first column displays the current queue position for active entries.

For example:

#1
#2
#3

Queue position is especially important for: Waiting entries because it determines their order within that ticket and occurrence queue.

Historical Entries and Queue Position

Converted, Expired, and Cancelled entries are no longer part of the active queue.

Their position is therefore displayed as: — rather than an active queue number.

Customer Information

The Customer column can display:

  • Customer name
  • Email address
  • Phone number, when available

This helps administrators identify the person associated with the waitlist entry.

Ticket / Occurrence

The Ticket / Occurrence column identifies the ticket the customer is waiting for.

For recurring events, it also shows the associated occurrence date and time.

For example:

Standard Event Pass
August 16, 2028, All day

For a non-recurring event, Eventixa identifies it as: Single event where appropriate.

Status

The Status column shows the current state of the waitlist entry.

Examples include:

  • Waiting
  • Reserved
  • Offered
  • Converted
  • Expired
  • Cancelled

    Always use the current status as the source of truth when deciding which management action is appropriate.

Joined

The: Joined column shows when the customer entered the waitlist.

For example:

September 24, 2026 2:34 PM

This can help when reviewing queue history.

Offer Information

For Reserved and Offered entries, the: Offer column displays information about the active offer.

For example: 24 hours left and the offer expiration date.

Processing Expiry

If an offer’s expiration time has passed but Eventixa has not yet finished transitioning the entry, the Offer column can show: Processing expiry

This means the offer is waiting for the expiration processor to complete its status update.

Active Offer

If an active Reserved or Offered entry does not contain a displayed expiration timestamp, Eventixa can show: Active offer instead.

Available Actions Depend on Status

Eventixa does not show the same management controls for every entry.

Actions are based on the current waitlist status.

This helps prevent administrators from performing actions that do not apply to the entry’s current lifecycle state.

Actions for Waiting Entries

A: Waiting entry can provide:

  • Promote
  • Move Up
  • Move Down
  • Remove

The exact move controls depend on the entry’s position in its queue.

Promote a Customer Manually

For a Waiting entry, click: Promote to manually attempt to create an offer for that customer.

Eventixa validates the entry and available ticket capacity before completing the promotion.

Promotion Requires a Waiting Entry

Only entries currently in: Waiting status can be promoted.

You cannot manually promote an entry that is already:

  • Reserved
  • Offered
  • Converted
  • Expired
  • Cancelled

Promotion Requires Capacity

Manual promotion does not bypass Eventixa ticket capacity.

If no eligible capacity is available, the promotion cannot complete successfully.

This protects the event from overselling.

Promotion and Seat Reservation

When: Reserve Seat During Offer Window is enabled, successful promotion changes the entry to: Reserved and protects the available seat.

When seat reservation is disabled, promotion can change the entry to: Offered without holding public capacity.

Automatic Promotion

If:

Enable Automatic Promotion is enabled, administrators normally do not need to promote each customer manually.

Eventixa can promote waiting customers automatically when capacity becomes available.

Manual Promote remains useful when you intentionally need to trigger an eligible offer yourself.

Move a Customer in the Queue

Waiting entries can be moved: Up or: Down in the queue.

The arrow controls shown in the Actions column change the position of the waiting entry.

Queue Movement Is Scoped

Queue ordering is specific to the same:

  • Event
  • Ticket
  • Occurrence

A customer waiting for one ticket or occurrence is not reordered against customers waiting for a different ticket or occurrence.

Move Up

Use: ↑ to move a Waiting customer one position closer to the front of their queue.

For example:

Before:

  1. Customer A
  2. Customer B
  3. Customer C

Move Customer C up once:

  1. Customer A
  2. Customer C
  3. Customer B

Move Down

Use: ↓ to move a Waiting customer one position lower in the queue.

The first and last entries only display movement controls that are actually available.

Reordering and Automatic Promotion

Changing queue position changes which Waiting customer can be selected first during future automatic promotion.

Be careful when manually changing queue order because it affects who receives the next available offer.

Actions for Reserved Entries

A: Reserved entry provides:

  • Resend Email
  • Remove

Queue movement and Promote are no longer available because that customer has already been promoted.

Actions for Offered Entries

An: Offered entry also provides:

  • Resend Email
  • Remove

The customer already has an active offer, so they are no longer part of the Waiting queue.

Resend Offer Email

Select: Resend Email for a Reserved or Offered entry when the customer needs another copy of their active waitlist offer.

This can be useful when:

  • The customer deleted the first email.
  • The email was difficult to find.
  • They request the booking link again.

Resend Does Not Create a New Offer

Resending the email does not:

  • Create another waitlist entry.
  • Create another reservation.
  • Generate a new offer period.
  • Extend the current expiration.
  • Move the customer in the queue.

It simply sends the current active offer again.

Resend Does Not Extend Expiration

Suppose an offer originally had: 24 hours and now shows: 3 hours left

Selecting: Resend Email does not give the customer another 24 hours.

The original expiration still applies.

Remove an Entry

Active entries can provide: Remove

The Remove action is available for:

  • Waiting
  • Reserved
  • Offered

Eventixa asks for confirmation before the action is completed.

What Remove Actually Does

In the current Eventixa implementation, Remove does not immediately erase the waitlist record from storage.

Instead, the active entry is changed to: Cancelled

Its reservation is released where applicable, and its queue position is no longer active.

This preserves the historical state of the record until any configured cleanup later removes old Cancelled entries.

Removing a Waiting Entry

If a Waiting entry is removed:

  1. Status becomes Cancelled.
  2. It leaves the active waiting queue.
  3. Remaining positions are recalculated.

For example:

Before:

  1. Customer A
  2. Customer B
  3. Customer C

Remove Customer B:

  1. Customer A
  2. Customer C

Removing a Reserved Entry

Removing a Reserved entry also releases the protected reservation.

If automatic promotion is enabled and another customer is waiting, Eventixa can continue processing the queue for the released capacity.

Removing an Offered Entry

Removing an Offered entry changes it to Cancelled.

Because Offered does not necessarily protect capacity, Eventixa handles continued promotion according to the current ticket availability and waitlist configuration.

Converted Entries

A: Converted entry represents a waitlist offer that successfully became a booking.

Converted entries are historical records.

The Waitlist screen does not provide Promote, Resend Email, queue movement, or Remove actions for these entries.

Expired Entries

An: Expired entry represents an offer that reached its expiration without successful booking conversion.

It is historical and no longer has active management actions from the Waitlist table.

Cancelled Entries

A: Cancelled entry is also historical.

It no longer participates in:

  • Queue position
  • Reservation
  • Promotion

No active management controls are shown.

Historical Entries Show No Actions

For:

  • Converted
  • Expired
  • Cancelled

Eventixa displays: No actions because their active lifecycle has ended.

Waitlist History

Keeping historical statuses visible helps administrators understand what happened to past waitlist customers.

For example:

  • Who converted
  • Which offers expired
  • Which entries were cancelled
  • How many customers are currently waiting

Pagination

When the number of matching records exceeds the selected page size, Eventixa provides pagination.

The page can display a summary such as: Showing 1–20 of 63 with: Previous and: Next navigation.

Managing a Large Waitlist

For a busy event, a useful workflow is:

  1. Select the event.
  2. Select the ticket.
  3. Select the occurrence if recurring.
  4. Filter by Waiting.
  5. Increase Per Page if needed.
  6. Review queue positions.
  7. Reorder only when necessary.
  8. Let automatic promotion handle normal capacity release.

Recurring Event Waitlists

For recurring events, the occurrence filter is especially important.

Each occurrence maintains its own waitlist context.

For example: April 15 and August 16 should be managed separately.

Queue Position for Recurring Events

A position such as: #1 means first in the queue for that: ticket + occurrence not necessarily first across every occurrence of the recurring event.

Managing an Incorrect Queue Position

If an administrator needs to adjust the queue intentionally:

  1. Filter to the correct event.
  2. Select the ticket.
  3. Select the occurrence.
  4. Find the Waiting entry.
  5. Use the Up or Down control.
  6. Verify the resulting order.

Avoid moving entries without understanding which occurrence is being managed.

Search Before Editing

When a customer contacts you about a waitlist offer, search using their:

  • Name
  • Email
  • Phone
  • Entry ID

Then verify:

  • Ticket
  • Occurrence
  • Status
  • Offer expiration

before taking action.

Example — Waiting Customer

Suppose the table shows:

Customer: Rostan Chase
Ticket: Standard Event Pass
Occurrence: August 16, 2028
Status: Waiting
Position: #2

Available actions may include:

  • Promote
  • Move in queue
  • Remove

Example — Reserved Customer

Suppose another entry shows:

Customer: Sam Billings
Ticket: Standard Event Pass
Occurrence: August 16, 2028
Status: Reserved
Offer: 24 hours left

Available actions are:

  • Resend Email
  • Remove

The customer cannot be moved in the Waiting queue because they already have an active reservation.

Automatic Promotion Is Usually Preferred

For normal production use, a common configuration is: Enable Automatic Promotion: Enabled

This lets Eventixa respond automatically when capacity opens.

Use manual queue actions mainly for administrative exceptions rather than normal day-to-day promotion.

Do Not Promote Without Checking Capacity

The Promote button does not create extra ticket capacity.

Eventixa still validates availability.

If there is no valid seat to offer, the operation will fail rather than oversell the ticket.

Do Not Reorder Reserved Offers

Queue movement is intentionally limited to: Waiting entries.

Once an entry becomes Reserved or Offered, it already has an active offer and cannot be moved using the queue arrows.

Waitlist Notices

After an admin action, Eventixa can display confirmation notices such as:

Waitlist entry promoted and offer email sent.

Offer email resent.

Waitlist entry removed.

Waitlist position updated.

If an operation fails, Eventixa can also show an appropriate error notice.

Offer Email Failure

If an administrator tries to resend an active offer but the email cannot be sent, Eventixa can display:

Offer email could not be sent.

Review the site’s email configuration before repeatedly attempting delivery.

Invalid Action

Eventixa verifies the current entry status before executing an action.

If an action no longer applies—for example, an entry changed status before the action was processed—Eventixa can report:

That action is not available for the current waitlist entry.

Entry Not Found

If the requested waitlist record no longer exists, Eventixa can display: Waitlist entry was not found.

Reload the Waitlist page and verify the current records.

Permissions

Waitlist management actions require the appropriate Eventixa administrative capability.

Users without permission cannot manage the waitlist.

This protects actions such as:

  • Promotion
  • Queue reordering
  • Offer resending
  • Removal

Recommended Daily Management Workflow

For active waitlists:

  1. Open Eventixa → Waitlist.
  2. Review the summary counts.
  3. Check Waiting entries.
  4. Review Reserved and Offered entries.
  5. Look for offers close to expiration.
  6. Confirm Converted entries when needed.
  7. Investigate unusual Expired activity.
  8. Use search when handling customer requests.
  9. Reorder the queue only when intentionally required.
  10. Let automatic promotion handle normal released capacity.

Recommended Event-Specific Workflow

When managing one event:

  1. Select the Event filter.
  2. Select the relevant Ticket.
  3. Select the Occurrence if recurring.
  4. Select a Status if needed.
  5. Review matching entries.
  6. Take only the actions appropriate to the current status.

Common Problems

Customer Is Missing From the Waitlist

Try searching by:

  • Name
  • Email
  • Phone
  • Entry ID

Also verify:

  • Event filter
  • Ticket filter
  • Occurrence filter
  • Status filter

Queue Numbers Look Different After Removing an Entry

This is expected.

Eventixa recalculates the remaining Waiting positions after an active entry is removed.

Promote Does Not Work

Check:

  • Entry is Waiting.
  • Capacity is available.
  • Ticket is eligible.
  • Correct occurrence is being managed.

Move Up or Move Down Is Missing

Queue movement is available only for Waiting entries.

The first entry cannot move further up, and the final entry cannot move further down.

Reserved Customer Has No Promote Button

This is expected.

The customer has already been promoted.

Use:

Resend Email

if they need the current offer again.

Resend Email Does Not Extend the Offer

This is expected.

Resending the email does not reset the expiration time.

Remove Made the Entry Cancelled Instead of Disappearing

This is expected.

Admin Remove changes an active waitlist entry to:

Cancelled

so its lifecycle can remain visible until historical cleanup removes it.

Converted Entry Has No Actions

This is expected.

The waitlist workflow has already successfully produced a booking.

Expired Entry Has No Actions

This is expected.

The offer lifecycle has ended.

Recurring Customers Appear in Different Queues

This can be correct.

Each ticket occurrence maintains its own waitlist context.

Important Notes

  • Waitlist management requires Eventixa Pro.
  • The default Waitlist screen can show both active and historical entries.
  • Waiting entries can be promoted, reordered, or removed.
  • Reserved and Offered entries can be resent or removed.
  • Converted, Expired, and Cancelled entries are historical and show no active actions.
  • Remove changes an active entry to Cancelled rather than immediately deleting its historical record.
  • Queue movement applies only within the same ticket and occurrence.
  • Manual Promote still requires available capacity.
  • Resend Email does not extend the offer expiration.
  • Filtering by occurrence is important for recurring-event queues.
  • Automatic Promotion is recommended for normal capacity-release processing.

Related Documentation