# Adding Tickets for a Patron

Admins can add tickets — or class registrations — to any patron's account directly from the Dashboard — no need to use the public event page or the POS app. This is the recommended method for phone sales, walk-up requests, or any situation where you need to create a ticket and optionally collect payment in a single step.

> **Direct links:** [Customers](https://crowdwork.com/dashboard/customers) • [Students](https://crowdwork.com/dashboard/students)

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## When to Use This

* Taking a ticket or registration order over the phone
* Adding complimentary or manually-arranged tickets for shows or classes
* Selling tickets for events far enough in the future that they may not appear in the POS app
* Any time you want to collect card or cash payment while creating the ticket record

{% hint style="info" %}
**POS app vs. Dashboard:** The POS app is optimized for in-person check-ins and door sales of events happening within the next week. The Dashboard is better suited for phone orders, future events, and situations where you want a full order record tied to a patron profile.
{% endhint %}

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## Step 1: Edit the Patron

<figure><img src="https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2FwCpw6bP8qBKRb0UWMGZU%2FCleanShot%202025-01-24%20at%2018.56.07%402x-optimised.png?alt=media&#x26;token=01380b6e-2d46-44b6-ba22-ef3ea727e9b3" alt="Edit Customer button" width="188"><figcaption></figcaption></figure>

Navigate to [Customers](https://crowdwork.com/dashboard/customers) or [Students](https://crowdwork.com/dashboard/students) in your Dashboard sidebar. You can search by name or email to locate the patron.

* Click the **patron's name** (left-most column) or the **View** link (right-most column)
* Then, click the **Edit** button atop their profile

If the patron doesn't have an account yet, create one first by clicking:\
[**+ Add New Customer**](https://crowdwork.com/dashboard/customers/new) **–or–** [**+ Add New Student**](https://crowdwork.com/dashboard/students/new)<br>

***

## Step 2: Open the Add Tickets Modal

<figure><img src="https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2FdfoYCeIrsmjEOX4kTJFo%2Fadd%20tickets%20-%20blue%20button%20-%20crowdwork.png?alt=media&#x26;token=9528244a-1912-4248-b482-2a17c4f54111" alt="Add Tickets button" width="170"><figcaption></figcaption></figure>

On the patron's profile, click the **+ Add Tickets** button.

A modal will appear with all the fields needed to create the ticket and, optionally, collect payment.

***

## Step 3: Select Event, Date, and Tiers

<figure><img src="https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2FXmKW1E84wySqnDbdHZSy%2Fadd%20tickets%20modal%20-%20crowdwork.png?alt=media&#x26;token=02295423-bb46-4c0b-bd36-087f99a5f300" alt="Add Tickets modal with event, date, and tier selection" width="375"><figcaption></figcaption></figure>

1. Use the **Event** dropdown to select the show or class. Events are grouped by Active, Paused, and Archived.
2. Once an event is selected, a **Date** dropdown will appear — choose the specific occurrence the patron will attend.
3. **Tier quantity dropdowns** will appear for each available ticket tier, showing the tier name and price. Set the quantity for each tier the patron wants.

***

## Step 4: Set Status and Order

**Status** controls how the ticket is recorded:

<table><thead><tr><th width="165.25">Status</th><th>Description</th></tr></thead><tbody><tr><td><strong>Paid/Active</strong></td><td>Default. Ticket is active and counts toward tier quantities and capacity.</td></tr><tr><td><strong>Standby</strong></td><td>Ticket is on file but does not count toward tier quantities or capacity caps. Useful for reservations or waitlist holds.</td></tr></tbody></table>

**Existing Order (optional):** By default, a new order will be created. If you want to add these tickets to an existing order for this customer, use the dropdown to select it.

***

## Step 5: Collect Payment (Optional)

<figure><img src="https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2FhCi4c6BpvL8j9JU6S9NZ%2Fadd%20tickets%20modal%20collect%20payment%20charge%20card%20form%20-%20crowdwork.png?alt=media&#x26;token=e19f3462-d82a-45a1-8d23-1e5fef6640af" alt="Add Tickets modal showing payment collection form with card details" width="375"><figcaption></figcaption></figure>

Payment collection is optional. If you're adding complimentary tickets or recording an offline transaction, leave **Collect Payment** unchecked and skip to Step 6.

To collect payment, check the **Collect Payment** checkbox. This enables the payment section.

### Choosing a Payment Method

Select **Card** or **Cash** using the toggle:

* **Card** — Enter the patron's card details directly in the form. Ideal for phone sales where the patron reads their card number to you.
* **Cash** — Records the transaction as a cash payment. No card entry required.

### Custom Amount (Optional)

Leave the **Collect custom amount** field blank to charge the calculated cart total based on the tiers selected. Enter a dollar amount to override and charge a specific amount instead.

### Absorb Fees (Card payments only)

Check **Absorb fees** if you want to cover the service fees yourself rather than passing them to the patron. ***This overrides your theatre's global fee settings for this single transaction*** — useful when you want to offer a courtesy to a specific patron without changing your theatre-wide defaults.

When fees are absorbed, the **Service Fees** line in the breakdown will show the amount as "(absorbed)" and the **Total to Charge** will reflect only the ticket price.

### Fee Breakdown

Before submitting, review the fee summary:

<table><thead><tr><th width="208.729248046875">Line Item</th><th>Description</th></tr></thead><tbody><tr><td><strong>Subtotal</strong></td><td>Total ticket price before fees</td></tr><tr><td><strong>Surcharge</strong></td><td>Any surcharge configured for your theatre</td></tr><tr><td><strong>Service Fees</strong></td><td>CrowdWork and credit card processing fees combined</td></tr><tr><td><strong>Deposit Amount</strong></td><td>The amount deposited to your account after fees</td></tr><tr><td><strong>Total to Charge</strong></td><td>The amount the patron will be charged</td></tr></tbody></table>

***

## Step 6: Send Confirmation Email (Optional)

Check **Send confirmation email** if you want the patron to receive an order confirmation. The confirmation is sent to the email address on their customer profile.

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## Step 7: Submit

Click **Add Tickets** to complete the transaction. The tickets will appear in the patron's order history and in your Tickets or Registrations screens.

***

## Related Tasks

| Task                                      | Guide                                                                                                  |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Issue a refund**                        | [Issuing Refunds](https://docs.crowdwork.com/for-theatres/issuing-refunds)                             |
| **Edit or exchange an existing ticket**   | [Managing Exchanges](https://docs.crowdwork.com/for-theatres/managing-exchanges)                       |
| **Manage admissions from the event page** | [Managing Admissions](https://docs.crowdwork.com/for-theatres/managing-admissions)                     |
| **Issue complimentary or free tickets**   | [Issuing Complimentary & Free Tickets (Comps)](https://docs.crowdwork.com/for-theatres/issuing-comps)  |
| **Sell tickets in person at the door**    | [Setting Up Point of Sale (POS)](https://docs.crowdwork.com/for-theatres/setting-up-point-of-sale-pos) |

***

## FAQs

<details>

<summary><strong>Can I add tickets to an event that's already sold out?</strong></summary>

Yes. Adding tickets through the Dashboard bypasses the public ticket purchase flow, so you can add tickets regardless of whether the event shows as sold out on your public page. Be aware this will put you over your set capacity.

</details>

<details>

<summary><strong>What's the difference between Paid/Active and Standby?</strong></summary>

Paid/Active is the normal status — the ticket is valid and counts toward your tier quantities and capacity caps. Standby keeps the ticket record on file but it doesn't count toward capacity. Use Standby for holds, tentative reservations, or when a patron might attend but you're not ready to confirm their spot.

</details>

<details>

<summary><strong>Does absorbing fees here change my theatre's global fee settings?</strong></summary>

No. The Absorb fees checkbox on this form applies only to this single transaction. Your theatre-wide fee settings in Theatre Details are not affected.

</details>

<details>

<summary><strong>Why isn't the Collect Payment checkbox enabled yet?</strong></summary>

The payment section becomes active once you've selected an event and at least one tier quantity. Select your event, date, and tier quantities first, then the Collect Payment option will become available.

</details>

<details>

<summary><strong>Can I use this for phone sales?</strong></summary>

Yes, this is one of the primary use cases. Select Card as the payment method and enter the patron's card details as they read them to you over the phone. The transaction is processed immediately and a confirmation email can be sent to the patron.

</details>

<details>

<summary><strong>Why use this instead of the POS app for phone sales?</strong></summary>

The POS app displays a limited number of upcoming events to keep load times fast, so events further in the future may not appear there. The Dashboard Add Tickets modal shows all active events. It also creates a full order record tied to the customer profile, which is useful for tracking and reporting.

</details>

***

Have questions or need help with a specific situation? [Contact our support team](https://docs.crowdwork.com/contacting-support).