Hi there -
We just got an interesting call from a patron who asked if we had Tessitura. We confirmed and he said that we should hold his tickets. He has a GoDaddy email address and has never been able to receive tickets via email. He said we weren't the only company he had experienced issues with. Was wondering if anyone had the same/similar experience and if they were able to troubleshoot?
Thanks!
Rachael
We have a similar experience with @roadrunner email accounts. It's their rules for x number of emails coming from the same address within a certain amount of time. We're still working on a solution - other than recommending patrons use a GOOD email service . . .
I wonder, what SMTP server is being used to send emails from your domain? We are on TNEW and originally were configured to have emails sent out of our own bard.edu SMTP servers, but we had reports of issues similar to this, so I had us switch to the "dynect.net" SMTP relay that is available to us TNEW users.
The idea here is that some email providers have a reputation score for each IP sending email to them, and if you are running your own SMTP servers and sending a lot of email, you may not be a "well-known" sender or on any kind of whitelist, so sending a lot of messages to the receiving provider will decrease your reputation score with them. (Possibly also the e-ticket attachment could be contributing to this, compared to email you are sending with no attachments.) The dynect.net relay is a "well-known" sender with a high reputation, or is whitelisted by most email providers, so using that or something similar could aid in your email deliverability.
Can both of you reply back with how your email sending is set up? I'm not an expert at this, so I'm curious how well the theory holds up.
I'm curious to see how this issue is going with all of you? We have been experiencing a similar issue over the past three months, where customers will receive delayed PAH orders, or not receive them at all. We've seen it happen with aol.com, optonline.net, and verizon.net (even Gmail in some cases, though less frequently). We are diligently trying to find a solution, but still struggling.
Jim, how are things going for you now?
As far as the built in PAHT emails are concerned the best option is to make sure the emails aren't of a crazy size, echoing others here I would say using a good SMTP service is a must, and I will add BCC'ing a box office email account can be helpful. The BCC is key as the emails can just be forwarded if they fail, patrons then see it more as a general failure than an issue with service.
As for FTC we had similar issues, switched to a download-only format around 2014 and have never looked back.
Upsides:
The major win-win for us is any unprinted tickets by patrons could be batch printed (as they aren't automatically printed by a service) prior to the event. Patrons merely have their tickets waiting in will call.
Download only also helps guide customers who purchase over the phone to complete the login process, breaking down a barrier to doing their future ticketing online.
Downsides:
It has to be implemented.
Sometimes even extending the provided API (Internally WP_PRINT_TICKETS allows options not provided by the APIs).
Patrons who have issues logging in aren't going to be able to get their tickets. [not such a downside because of the batch printing :)]