The Holds feature allows you to temporarily reserve tickets for a patron so those tickets are pulled from inventory. Reminder emails can be sent to the user to complete their order online or through the box office. If a hold expires before the user completes the purchase, the tickets automatically return to inventory.

Holds can be used for both General Admission (GA) and Assigned Seating (AS) events.
NOTE: This feature is designed for ticket inventory tied to a specific event date. Not all items can be placed on hold. Donations and Subscriptions cannot be placed on hold. If the hold action is not supported for the item(s) in the cart, the Hold button will appear gray and will be un-clickable.
CREATING A HOLD

1. Start in the Box Office
Select the event, the event date, and add the ticket items to your cart as you normally would when beginning an order.

2. Load or Enter Customer Information.
If you know the customer’s account, use Account Lookup.
If not, enter the customer’s name, phone number, and email manually.

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3. Begin the Hold
Once the items are in the cart and the customer account is loaded, scroll down to the bottom of the page and press the Hold button.
(This is where the hold process officially begins.)
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In the slide out menu: 

4. Set Hold Expiration
Choose when the hold should expire: select a specific date or choose Never Expire.
When a hold expires, unclaimed tickets return to inventory.

5. Send a Reminder Email (Optional)
You can send a reminder email when the hold is created. The email sends immediately and again 24 hours before the hold expires.

Use the default message or write a custom one.
Click Add Hold to complete the hold.
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VIEWING AND MANAGING HOLDS
After creating a hold, you are redirected to the Holds screen.

You can select an event and date to view holds for that specific performance.
To view all holds, deselect all events.

A Hold Log and Hold Report are available at the top right of the screen.

The Hold Log shows various actions related to hold history, such as when a hold was created, edited, or completed. Please note that since a hold is a pending cart, not all actions or history can be recorded.

The Hold Report displays events with holds, patron names, and the tickets included in each hold.
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WHAT THE PATRON RECEIVES

If not using a custom hold reminder message, the reminder email shows the items in the patron’s cart and includes a link for them to complete the order.

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If using a custom hold reminder message, the reminder email will display your custom message in place of the items in the cart.

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When the patron uses the link, they can select which held tickets to purchase. Any items not selected remain in the hold until expiration.
COMPLETING A HOLD (CUSTOMER SIDE)
1. Customer clicks the link in their reminder email.
2. Reviews the held items.
3. Selects which tickets to claim.
4. Clicks Checkout and signs in.
5. The hold is converted into a completed order.
COMPLETING A HOLD (BOX OFFICE SIDE)
1. Go to Box Office > Order Management > Holds
2. Select the event and date.
3. Click the gear icon next to the hold.
4. Select Open.

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5. Confirm the tickets being claimed. Unclaimed items remain on hold.
6. Click Continue to load the items into the Box Office cart.
7. Complete the checkout as usual.
CUSTOM HOLD MESSAGE
You can customize the hold reminder message in a template.
1. Go to Box Office > Settings > Box Office Settings.
2. Scroll to Custom Hold Message.
3. Enter your custom message and click Save.
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EDITING AN EXISTING HOLD
1. Go to Box Office > Order Management > Holds. 
2. Find the hold.
3. Click the gear icon and select Edit 
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From here you can:
  • Send a manual reminder email
  • Change the expiration date
  • Override message content
  • Adjust reminder frequency (once, specific date, weekly, biweekly, etc.)
The system will also show whether a reminder email has already been sent.
HOW HOLDS APPEAR ON THE SEAT MAP

Held seats are marked as “On Hold” on the map in the box office with an R symbol (reservation).
Hovering over a seat shows the hold number and customer name.
Clicking the seat shows the hold ID with hot links to the hold. 

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