Hi,
I'm pretty new to the print at home world of Tess. Last season was the first I got to experience using them for the first time, and noticed quite a few patrons not receiving their tickets. Tessitura made some suggestions, which we implemented, though I was pretty hands off at the time due to it being our crazy ticketing season. Their help came a bit late for most of the people it was effecting. I'm now taking a fresh look at the problem, hoping to find a solution.
Our season consists of almost 40 concerts in a 6 week span. Of those concerts, only 8 are the same. We also have a fairly strong subscriber base. There are quite a few orders with over 50 tickets, and some closer to 100+ tickets. These are my problem children.
Yesterday I started testing. I placed three orders in my account in Test. Two large orders, one small order. I received the e-tickets from the small order, but not from the large orders. Of the two large orders, one was done using packages (that order had 104 tickets - and was a scenario I know exists), one was done just pulling in line item concerts (this order had 62 tickets). The interesting thing is that the one with packages shows SOME of the tickets TPD and some SPD, the other large one showed all tickets TPD, as did the small order (only two tickets and I did receive those e-tickets)
The other thing that is important to stress, is that it is not practical to “break up” subscriptions, as the help desk suggested. First – I’m not sure how I would do it as subscription orders are already created, but also in the future how breaking it up would work with rollovers in subscriptions.
My sense is that it’s not practical for subscribers with over a certain number of tickets to get e-tickets. By mid-summer, they would have to scroll through a lot of PDFs just to find the concert they are going to.
As I sit here chewing on this – I’m thinking about all the different scenarios that MIGHT work. One would be creating an order for each subscription series, i.e. the Monday Series, or the Tuesday Noon Series. I would just need guidance on how to set up rollovers for this. And I’m pretty sure it wouldn’t work for this year, unless someone can direct me on breaking up the orders
I think it might be time to reopen the ticket with Tessitura, but I wanted to check here to see if anyone else has had this issue and figured out a solution.
I know this is a lot of information - but I'd welcome any feedback on it. Surely I'm not the only one with this problem.
Thanks,
We send our subscriptions by print at home but set the print at home delivery date in each performance at a week ahead of the event. So instead of getting their whole season's worth of pdf tickets (and losing them quite probably) we send them out as needed. We started it during a period where we were deciding week by week whether performances needed distanced seating but it worked well so we' kept it up. I don't know if that would reduce the number of tickets trying to send at a time enough to fix the problem for you.
Hi Toni,
I agree with Rachel. I think that PAH tickets a week to a few days prior is great and easy for the customer to manage and less load on the customer service team.
To service their needs a nice confirmation maybe with extra info built into an html template (we do this for schools specifically but it'd work for groups). If you have TNEW perhaps also leveraging the online accounts upcoming events page.
It's always good practice to get your pdf as low impact as possible. However if you are getting PDFs not arriving either look at the logs or if you are hosted services team up with support to have a look at the PAH delivery logs to verify. Size of send seems like the culprit though.
H