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Upcoming Events - Mobile Tickets Available (how long before the show?)

Dani Meister
$organization

Hi,

We are planning on using TNEW Upcoming Events this season and are wondering how much time prior to curtain you are setting the Mobile Ticket Availability. Are you allowing access to tickets 24 hours prior to curtain or 2 hours? No wrong answers, but I would appreciate what your organization decided on and any reasoning.


Thank you,

Dani

Parents
  • $organization

    Ours is set to 27 hours, aka 24 hours plus a bit of a grace period. (PAH send timing now matches.)

    I can't remember all that went into our logic two years ago when we first set this up, but I know the following were in the mix:

    • alignment with Covid symptom screener (no longer relevant)
    • alignment with a preshow email, which is also a bit of a last call for coordinating an exchange
    • assumptions about when patrons might start getting antsy about not knowing where their tickets are
    • holding off on releasing them until after the majority of exchanges/order edits will have happened, since it's much easier on everyone if the barcodes don't print until they're for the tickets the patrons will likely use
    • giving a good window of time for the patron to open them (aka get themselves squared away with remembering their login) before needing to do so in the lobby

    Related thought: we have a small but constant stream of feedback about people not understanding why the ticket access is online only like this. We do not use the emailed mobile tickets since there's very little we can do to manage delivery; I'm excited to get to explore the mobile wallet version once we have access to it.

Reply
  • $organization

    Ours is set to 27 hours, aka 24 hours plus a bit of a grace period. (PAH send timing now matches.)

    I can't remember all that went into our logic two years ago when we first set this up, but I know the following were in the mix:

    • alignment with Covid symptom screener (no longer relevant)
    • alignment with a preshow email, which is also a bit of a last call for coordinating an exchange
    • assumptions about when patrons might start getting antsy about not knowing where their tickets are
    • holding off on releasing them until after the majority of exchanges/order edits will have happened, since it's much easier on everyone if the barcodes don't print until they're for the tickets the patrons will likely use
    • giving a good window of time for the patron to open them (aka get themselves squared away with remembering their login) before needing to do so in the lobby

    Related thought: we have a small but constant stream of feedback about people not understanding why the ticket access is online only like this. We do not use the emailed mobile tickets since there's very little we can do to manage delivery; I'm excited to get to explore the mobile wallet version once we have access to it.

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