Automatic Ticketing Waiting Room

The Ticketing waiting room is SmartGig-managed checkout protection for unusual moments when demand arrives faster than checkout should process it. Instead of every buyer creating quotes and orders at the same time, buyers may briefly join a queue on the public ticket page while SmartGig paces admission into checkout.

Organisers do not enable, disable, tune, or write settings for it. SmartGig watches high-demand checkout activity, then activates the waiting room only when a launch needs a calmer flow. When demand settles, the protection backs off automatically.

What it controls

• Quote and order creation require an active waiting-room token while automatic protection is active.
• SmartGig decides how many buyers can be inside checkout at the same time based on current launch demand.
• Each admitted buyer gets a checkout window with a visible timer, then the next waiting buyer can be promoted.
• The buyer page checks status automatically so buyers can keep one page open instead of refreshing repeatedly.
• The public messages are platform-managed and explain what is happening without promising ticket availability.

What buyers see

• Buyers can still view the public ticket page, event details, ticket choices, availability states, policies, FAQs, and public maps where configured.
• When they are ready to continue, they choose tickets and join the high-demand checkout queue.
• While waiting, the page shows their position and explains that the page will update automatically.
• When admitted, the same page shows that the checkout window is open and displays the remaining time.
• If the checkout window expires, the buyer can join again when they are ready to continue.

How it activates

• SmartGig counts recent public quote and checkout attempts for each ticketed event.
• SmartGig monitors high-demand checkout activity for each ticketed event.
• When a launch needs paced admission, the public page shows the high-demand checkout panel and checkout requests require an active admission token.
• While protection is active, SmartGig adapts admission so checkout stays reliable and buyers continue to move through the queue.
• After traffic and health settle, the waiting room closes automatically and ordinary checkout continues.

What organisers need to do

• Focus on the event setup that affects buyers: ticket stock, sale windows, access rules, promo codes, terms, payment readiness, public preview, and support wording.
• Tell launch support staff that SmartGig may briefly queue buyers during a high-demand spike and that waiting does not reserve tickets.
• Do not advise buyers to open multiple browsers or devices. One open page is the clearest experience.
• If buyers ask why they are waiting, explain that checkout is being paced temporarily so the ticket page remains reliable.

Inventory and oversell protection

• Waiting does not reserve tickets. It only controls admission into checkout.
• Stock is checked again when SmartGig creates the quote or order.
• Paid checkout can reserve stock only after the buyer is admitted and the checkout flow creates an eligible order or payment state.
• If the event sells out while a buyer waits, checkout should show the normal sold-out or availability message when they are admitted.
• This means buyers get a fairer checkout path, while inventory protection still comes from the normal ticketing stock and reservation logic.

Runbook for launch day

• Confirm the event is published, discoverability is intentional, Stripe is ready if paid tickets are sold, and support staff know how to explain automatic checkout pacing.
• Monitor payment issues, order volume, buyer support messages, and the normal ticketing dashboard during the first minutes of the launch.
• If many buyers are waiting, keep public communication calm: checkout is being paced, the page updates automatically, and stock is checked when checkout opens.
• If setup or payment problems appear, pause or hide sales if needed and communicate clearly through your public channels.

Troubleshooting

• Buyer is stuck waiting: ask them to keep the same browser page open and refresh if the page has been asleep for a long time.
• Buyer says checkout is blocked: check whether the page says they are waiting, whether their checkout window expired, and whether the selected tickets are still available.
• Buyer opened another device or browser: treat each device as a separate public session. Do not advise buyers to open multiple sessions as a way to improve their place.
• Queue is not moving: check public traffic, payment health, buyer support messages, and whether orders are completing or buyers are abandoning their checkout windows.
• Tickets sold out while people waited: this is expected when demand is higher than capacity. The waiting room controls checkout flow, not the final stock level.