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My organization is part of a consortium which includes the Performing Arts Center where we have our productions. We would like for the Performing Arts Center to be able to pull our CSI’s that need Front of House assistance. We are not able to figure out settings to enable them to see our CSI’s through the Customer Service Issue Tracking report. We are able to use the Performance Customer Service Log report, however it is only pulling CSI’s that have a performance filled in. It will not pull the CSI if the season package is filled in. While a simple solution is to create a CSI for each show in the package, some packages can have 15+ events. I am looking for a more efficient way of doing this. Does anyone know how we can achieve this through either the CSI Tracking report or the Performance Customer Service Log report?
Brian,
I tried your suggestion with “View All Customer Service Issues”. In addition to the CSI’s with the specific performance date listed, the results also show all the CSI’s that have a season package listed, even though the performance date I selected is not part of the season package. Have you experienced this?
Kim
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Brian Parker Sent: Wednesday, December 21, 2016 10:38 AM To: Kim Toigo <ktoigo@kcballet.org> Subject: Re: [Tessitura Ticketing Forum] Sharing CSI's in a Consortium
Kim,
We're part of Tulsa Arts Management Consortium and our six organizations have control-grouped CSIs; our PAC is not on Tessitura (a constant source of personal frustration).
If your PAC uses Tessitura, maybe they could be set up so that they're able to go to Tools > View All Customer Service Issues and a CSI Category or Activity Type could be set up so they can review the CSIs that are generated that they might need to take action on. I almost never use CSI reports because I'm always checking View All Customer Service Issues and staying on top of our CSIs from there (along with resolving them once they have been handled).
If they're not in Tess, then using reports is probably the best option, but unfortunately I'm not well-versed in that to know how to make that work better than what you all are handling now.
Thank you,
Brian
From: Kim Toigo <bounce-kimtoigo5656@tessituranetwork.com> Sent: 12/21/2016 10:56:25 AM
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Unknown said: Brian, I tried your suggestion with “View All Customer Service Issues”. In addition to the CSI’s with the specific performance date listed, the results also show all the CSI’s that have a season package listed, even though the performance date I selected is not part of the season package. Have you experienced this? Kim
As far as I know, the date range in the search criteria on View All Customer Service Issues is a function of when the CSI was generated and is not tied into a particular performance date. It defaults to showing the last 30 days of CSIs that have been created for your organization.
You could use the Season, Performance, and Package criteria to generate only CSIs dealing with those specific performances, but you would have to tweak the date range to capture essentially any date beginning with you on-sale and running through the end of the production.
In my typical workflow, I just keep View All Customer Service Issues open for the majority of the day and I am noting the CSIs that come through related to online contributions (in my Development role) as well as letting our Center for Dance Education staff know when we've gotten class registrations through TNEW. Since our PAC doesn't use Tess and we have all of our tickets sold through ProVenue, we unfortunately don't have a one-stop shop for any ticketing-related issues.
Unknown said:Thank you!