Hi guys
After switching to Tessitura from our old ticketing system last summer, we have experienced a large increase of customers who doesn't receive the confirmation email with the PDF tickets attached. I have of course been in contact with RAMP support but they can just confirm that the emails are send from the system. We are also receiving the emails in our bcc inbox. Do any of you have experience with Adobe Acrobat and know if it could be something in the setup of the PDF files that triggers the spam filter to reject the emails?(some even don't receive the email in the spam) The file size is around 100kb so that shouldn't be the issue.
Have any of you experienced the same, or have any ideas what to do?
Thanks,
Kind regards Louise
Most times I have seen this the emails are either being block on the users email spam filter or it is sitting in their junk folder. I would start by asking, which email client the patrons are using since the junk/spam can be located in different areas. But, if you are receiving them in the box office bcc, do a test a purchase a ticket see where it ends up in gmail, yahoo, etc.. This way you can have or associates know how to troubleshoot over the phone. 95% of the time it is in the junk/spam folder.
Hi Travis
It's a great idea to create a test account for each type of mail providers and see if one of these is not receiving the tickets. And look at it in a more systematic way. From what we have experienced from our customers, it's mostly Hotmail and email addresses from companies that doesn't receive our PDF tickets.