Oh hello fellow Ticketing folks!
I'm the Ticket Office Manager for the Oregon Symphony here in Portland. We're looking to explore etickets beyond the Print at Home capabilities with Tess. We're thinking about using True Tickets. I'd love to hear about using it on the back end as well as patron ease of use. Really anything you'd like to share positive or negative about True Tickets.
Thank you!
We literally just turned it live last week, and we've been very happy with it so far. They've been great to work with on the set-up and troubleshooting. Our patron use (including by myself) has been very smooth so far. The one thing to keep in mind is the stress on the WiFi in the building, especially in areas where the signal might be weaker. The benefit of having guests be able to see their seats (which is not an option for out of the box TNEW) has been huge for us already, and being able to control when the QR codes show up on the account has also been great to still help us control reselling. I'm sure we'll know more by end of the year when we've had two months on it, but overall positive so far.
Hi - we are considering True Tickets. Can you share any issues, both good and bad, that you have had since you implemented 5 months ago?
Our organization really struggled with third-party vendors. Not only is True Tickets a phenomenal digital ticket delivery from set-up to patron interface, but it's cut down on bad actors! We have an older patron base, so digital tickets are practically a bad word and consumer education of third-party vendors has been challenging. We have only been live with True Tickets since January, but so far so great.
I should add that our organization is located in the mountains and Wi-Fi or a strong cell signal is a myth. We have run into intermittent issues with patrons having trouble loading a browser to access their true tickets, but we've designated certain places with a patron connection to combat this.
I second what Amber said. We just installed True Tickets and are very excited to begin using it for our concerts in September and beyond. That said, we've been using TNEW's Mobile Tickets since we re-opened after the pandemic, so the learning curve for our customers won't be as difficult thankfully.
Our biggest pro is the fact that if someone resells their ticket, they have to transfer it to the buyer who then has to enter their personal email and phone number. If it's a new account, it is created in Tessitura. So the person who bought the resold ticket is then in our database which is very valuable for our Marketing department. No complaints!
In general, the experience has been very positive. Having people be able to login to True Ticket and be able to see their specific seat information has been huge (we use TNEW, but not a custom website where we could have that info displayed.) Getting a lot more specific patron/guest information has been huge, especially with important pre-show emails etc. Being able to remove the ability to transfer tickets for scammers/bad actors has also been great, and to be honest, a joy to put the screws to those people. Making sure that you have good cell service in your building/venue, especially near the scanner stations, is vital. You can always reprint the tickets on hard stock, but it stinks to have to send people back to the box office. TT is also always very responsive to questions or suggestions that we have, and even if it's not the answer we hope for, they are great to work with to help find solutions. Far, far more positives than negatives at this point. There definitely is a bit of a learning curve for guests and staff alike, including ushers/FOH, but having a good communication plan is helpful. Here is what we have: www.overture.org/mobile
Your website and directions for the new mobile ticketing is truly outstanding. Thanks!