Hey there,
Is anyone doing wait lists for tickets through any kind of software? Which software are you using, and what functionality does it have? We currently do not allow wait lists for tickets, due to the massive headache it would cause us without a pretty sophisticated system to help us manage it. But I think it would be a very good customer service piece if we could find a way to do it. Has anyone found something that you like a lot?
Thanks!
We use Tessitura Customer Service Issues for wait-lists and upgrades. it works very well for us and I just confirmed that with a ticket agent. Have you tried CSI in Tessitura?
We use CSIs for a lot of things, but I hadn't considered using them for this. I imagine you have a specific CSI path for the wait lists so you can pull a report of people to contact for open tickets?
My only worry is that we give house managers a report of CSIs for each performance so that they can be aware of any customer needs specific to that performance. If it's a popular performance date I wouldn't want the actual customer needs to get buried by a list of people on a wait list.
I'll do some playing around with this to see if it might be a possible solution though!
Kim feel free to give me a call or email me directly at stevens@midlandcenter.org and we can discuss how we do it. We also give wheelchair and customer issues to house managers for shows and those lists do not include the wait-lists. They are run as separate reports using the Activity type.
We set them up as follows: Contact Method any choice can be used, Category we use Ticket/Seating Issue and then for Activity Type we use: Wait-list Request (or UpGrade if its for an upgrade). We have specific rules for how we type our notes for waitlists and upgrades so they are consistent. Name of person requesting, number of seats and type (adult, student, etc.) they are requesting, phone number and any other instructions.
Our Ticket Office Director lets staff know when tickets are ready for wait-lists and they are held with a hold code that does not allow them to show up on the web. The ticket office staff then run the wait-list CSI report and start going through them. They are first come first serve so who ever is on the list first gets first seats. I do believe if they are a donor or VIP they get bumped up on the list but would have to confirm that with ticket office.