Ticketing & Customer Service - Recent Threads

RE: Pay for reservation in TNEW

Brian Woolton — Mon, 15 Apr 2024 10:03:39 GMT

I’ve tested that in V16 and the amount parameter is not passed to the One Page Giving page. It works for Contributions (/donate/i/…) but not One Page Giving (donate/q/…)

I don’t know if this is a bug or by design – I’ll add it to our support case.

Pay for reservation in TNEW

Brian Woolton — Thu, 11 Apr 2024 10:33:11 GMT

Hi,

Is anyone else using a customisation in TNEW to allow customers to pay off reservations? We have one in V15 and are wondering if there are any alternatives in V16 that people are already using?
Our current customisation works by inserting a link in the order confirmation for any unpaid orders. The link fires a local procedure in TNEW that populates the cart with values from the order (event description, number of tickets, price types and £ values). The customer then checks out that cart and the payment is offset by an On Account balance. We then use that balance to pay off the original order.
Before we commit to paying for this to be re-built in V16, we'd be interested to know if there any similar processes being used in V16?

Thanks

Brian

RE: Pay for reservation in TNEW

Heath Wilder — Sat, 13 Apr 2024 08:02:11 GMT

hmmm. (assuming you are using an HTML template for confirmations)

can you create the link ala https://docs.tessitura.com/Help_System_v160/TNEW/Features/Building-Links-to-Your-Site.htm with the /donate/q/[slug]?amount=[##.##] parameter (the ## bit) equal to the current invoiced amount to make it dynamic?

In the confirmation we would say something along the lines of

Pay your invoice here <One page giving set up link> which had the append /donate/q/[slug]?amount=[##.##]
Please use this email <the one we were sending to>
The full amount of $[##.##]

RE: Self-booking for Groups?

Neda Asgharzadeh — Fri, 12 Apr 2024 16:41:00 GMT

Ditto here!

Self-booking for Groups?

Michelle Ask — Fri, 12 Apr 2024 13:48:29 GMT

We are looking for other high-volume organizations that allow self-guided groups to self-book. Right now our process is very manual for the staff and we are looking for examples of anyone out there who has found a way to make the booking process less labor intensive (i.e Tessitura perf set up or otherwise). Happy to share more details once we connect.

RE: Self-booking for Groups?

Chelsea Marti — Fri, 12 Apr 2024 15:39:33 GMT

Liking because we want this too! The whole reason we got on Tessitura was to do online group sales...which clearly hasn't happened yet!

RE: Pay for reservation in TNEW

Brian Woolton — Fri, 12 Apr 2024 15:07:03 GMT

One Page Giving is the workaround Tess support have suggested - the issue is it relies on the customer correctly entering the amount they owe. We'd want the amount to be pre-populated from the original order but we can't see how to achieve that with standard functionality.

RE: Pay for reservation in TNEW

Heath Wilder — Fri, 12 Apr 2024 14:51:43 GMT

We were just taking about using standard one page giving to on_account as an alternative to Adyen Pay by link in the payments group

https://community.tessitura.com/topical_groups/payments-transactions-tessitura-community/f/discussions/35636/pay-by-link-products-adyen

RE: Pay for reservation in TNEW

Gill Tasker (she/her) — Fri, 12 Apr 2024 10:53:23 GMT

Hi Brian thanks for posting! Hopefully you'll receive a response here soon, but if not you might want to cross-post to the TNEW community group.

- Gill Tasker, Community Manager

RE: True Tickets pros and cons?

Sally Slocum — Thu, 11 Apr 2024 17:53:43 GMT

Your website and directions for the new mobile ticketing is truly outstanding. Thanks!

True Tickets pros and cons?

Emily Johnstone — Tue, 07 Nov 2023 18:31:26 GMT

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!

RE: True Tickets pros and cons?

Sally Slocum — Thu, 11 Apr 2024 17:52:10 GMT

Yep. Our marketing director is really excited about the value those new accounts will garner us.

RE: True Tickets pros and cons?

Sally Slocum — Thu, 11 Apr 2024 17:51:04 GMT

Great to know. I will mention the "designated" place for opening the browser to my IT to see if that would be a good solution.

RE: Subscription Detail by Constituent report

Chris Jensen — Thu, 11 Apr 2024 16:29:28 GMT

[quote userid="45886" url="~/tessitura_software_forums/f/tessitura_ticketing-0/35643/subscription-detail-by-constituent-report"]I thought it might be related to web MOS, so I went into an order, changed the MOS to Subscription, made sure the Sub Summary was filled in, saved it and then ran the report. The patron is still not showing up.[/quote]

Looking at the underlying sproc, it appears that it wants the orders to be at least partially paid or have >0 seats:

Subscription Detail by Constituent report

Toni Pittman — Wed, 10 Apr 2024 23:03:51 GMT

Hi,

This year we started selling unseated subscriptions through our TNew site. I noticed a couple of things with this. First, the subscription summary obviously doesn't get filled in until I seat the order. Fees are attached to the order when normally subscribers don't get charged fees - this is a MOS issue that I need to correct. But the biggest thing is that those orders that were placed online are not showing up on my Subscription Detail by Constituent report. I thought it might be related to web MOS, so I went into an order, changed the MOS to Subscription, made sure the Sub Summary was filled in, saved it and then ran the report. The patron is still not showing up. I'm concerned that this will also be the case when I go to do my rollovers. Has anyone else experienced this and found a solution?

Thanks

RE: True Tickets pros and cons?

Jess Schuknecht — Thu, 11 Apr 2024 15:12:46 GMT

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

RE: True Tickets pros and cons?

Nathan Stone — Thu, 11 Apr 2024 14:57:04 GMT

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!

RE: True Tickets pros and cons?

Amber Svetik — Thu, 11 Apr 2024 14:27:00 GMT

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.

RE: Pricing Rules and Packages

Joshua Peters — Wed, 10 Apr 2024 21:31:20 GMT

Brilliant...I completely missed the package radio button on that page...thank you!

Pricing Rules and Packages

Joshua Peters — Wed, 10 Apr 2024 21:18:37 GMT

Greetings All,

I am having some trouble with a pricing rule I set up. It is an add-on rule with the goal of discounting specific production tickets when a subscription for next season is purchased. If I add the individual performances that are part of the subscription, the pricing rule kicks in, but when I add the package that contains those same performances, the rule doesn't trigger. Is there some step I am missing that allows performances that are part of a package to trigger a pricing add-on rule?

Thanks!

RE: Pricing Rules and Packages

Jess Schuknecht — Wed, 10 Apr 2024 21:26:22 GMT

Hi Joshua.

In the Criteria section at the bottom, for Product Chooser, are you selecting both the individual shows as well as the package in question? It sounds like the package isn't part of it, so the rule isn't working when the package is selected since it's not one of the Chosen Products (a phrase that always makes me laugh).

Here's one we set up for a Broadway package that had a Thursday night show on Thanksgiving, so we set up the message to fire on the Thursday night package as well as the show that was moved to the following Friday afternoon.

Hope that helps!

RE: Preventing Bad Ticket Exchanges

Akil Lyle — Wed, 10 Apr 2024 20:55:35 GMT

Hi Amber! Unfortunately, the problem isn't the ticket that's being exchanged into. It's the returned ticket. There's nothing that prevents you from returning a ticket in the wrong mode of sale. For example, if I return a ticket in a subscription mode of sale, the only price types available will be subscription price types, but once I go to the seat map and return the ticket being exchanged and return to order details, the price type will revert to the ticket's original price type. The agent processing the exchange has to be hyper aware of the price type on the returned ticket before they proceed with the exchange, and if it doesn't match the order's mode of sale they have to delete their line items, change the mode of sale so that it matches the price type on the returned ticket, and start over.

Returning and exchanging tickets in the original order is the only full proof way to prevent this, but we would lose a significant amount of money on orders that were processed prior to dynamic pricing, so that's not really an option for us. Additionally, returning tickets in a package order affects the package sales reports, which we definitely don't want.

Preventing Bad Ticket Exchanges

Akil Lyle — Tue, 09 Apr 2024 23:11:24 GMT

Has anyone found a way to prevent the return of tickets in a mode of sale that doesn't match the ticket price type? It's a problem we've been dealing with for many years, and there seems to be no solution, as Tessitura allows any printed ticket to be returned in any mode of sale regardless of price type. It's a major problem with ticket exchanges, specifically for Broadway shows. There's nothing worse than getting halfway through settling a show, only to discover that your numbers are off because someone exchanged a standard ticket in subscription mode of sale. I've created message pricing rules that act as a sort of stop sign whenever a ticket is returned in one of our exchange modes of sale, but after a while, our agents just ignore it and close it when it pops up, so it isn't very effective. Has anyone found a workaround?

There's got to be a better way! LOL

RE: True Tickets pros and cons?

Sally Slocum — Wed, 10 Apr 2024 16:38:30 GMT

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?