Organizer guide: How to create and manage holds in the Box Office
Holds allow you to temporarily reserve inventory, like tickets or products, for specific ticket buyers. This is especially useful for sponsor reservations, internal staff allocations, or pending purchases. Holds can be edited, split, processed, or released depending on your needs.
In this article, you will learn how to:
- Put inventory on hold
- Make a hold complimentary
- Search for a created hold
- Process a hold
- Edit hold contents
- Split a hold
- Release a hold
1. Put inventory on hold
- Add the desired tickets or items to your cart.
- Click Continue to proceed to checkout.
- Add a ticket buyer by creating a new customer or selecting an existing one.
- Optional: click Set expiry to choose when the hold expires.
- Click Create hold.
- A confirmation banner will appear when the hold has been successfully created.
- A window opens so you can email the hold link to the customer, with an optional custom message. Click Send, or Not now to share it later.
2. Make a hold complimentary
Comp tickets through a hold link using the ticket types you already have.
- Add the tickets to your cart and click Continue.
- Add a new or existing customer.
- Select Complimentary basic hold link.
- Optional: click Set expiry to choose when the hold expires.
- Click Create hold.
When the customer opens the hold link, their cart total is $0.00 and they check out at no cost.
Good to know
- Complimentary hold links are basic holds for one customer, so Branded sponsor hold is unavailable while the option is selected.
- To create one, you need the Owners or All Access role, or a role with both Manage Holds and Complimentary Box Office Sales permissions.
- If you don’t see the option, contact our support team.
3. Search for a created hold
- Go to the Holds tab from the bottom navigation menu in the Box Office.
- Recent holds appear at the top of the list by default.
- You can also search by the ticket buyer’s name or email address.
- Click the chevron icon to expand and view the hold details.
- From the expanded hold, copy the hold link or click Email hold link to send it to the customer.
4. Process a hold
- Click the hold card or expand it using the chevron icon.
- Verify the hold contents and click Checkout.
- Follow the standard checkout flow to complete the transaction.
5. Edit hold contents
- Locate the hold and click the More menu (three-dot icon).
- Select Edit Hold.
- You’ll be redirected to the Sell screen with hold items preloaded in the cart.
- Add or remove items as needed.
- Click Update Hold to save changes or continue to Checkout to complete the purchase.
6. Split a hold
- Find the hold and open the More menu.
- Select Split Hold.
- Choose to assign the split items to a new or existing customer.
- Specify the number of items to transfer, and click Split & Save.
- A confirmation message will appear when the hold has been successfully split.
7. Release a hold
- Expand the hold and click the More menu.
- Select Release Hold.
- A confirmation modal will appear. Click Confirm to release the items back into inventory.
Note: Releasing a hold is permanent and cannot be undone. You may recreate the hold if inventory is still available.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.