Discussions - Recent Threads

Our Community Group Session at TLCC

Sophie Beckwith — Mon, 04 Mar 2024 09:05:41 GMT

Hi all,

We’re excited to be meeting as a group soon at TLCC Gateshead! Here’s some key information ahead of the conference:

When: 2:30-3.15pm on Wednesday 6^th March

What: A quick round of conversation-starters to connect attendees, followed by a full group discussion on ticketing practices in a fast-changing digital world

Check out the conference app here to see full details of the session.

We’re looking forward to seeing many of you at the session on Wednesday! If you’re unable to attend, feel free to forward onto colleagues who may be interested.

(v16) Group Entry by Order: considering replacing Mobile Tickets

Tom Clarke — Mon, 29 Jan 2024 17:15:32 GMT

Hi folks,

(cross posting from Ticketing forum)

I've been exploring Group Entry by Order in v16 and was interested to see if anyone else was using it fully? As it's now part of the Entry Scan Access Control section rather than being a separate place entirely as in NSCAN, we can now interchange between order number QR codes and individual ticket QR codes. This has led me to test adding an Order ID QR code to the confirmation email. This means no matter how many people are attending from one order, it's just one scan and you can amend the numbers as you wish on the scanner, rather than needing to scroll down on someone's phone, hoping you don't miss any. It also means you need just one email instead of the confirmation and a ticket email. For us, it seems great in principle! We don't go live with v16 until the end of Feb so I'm just checking if anyone else has been doing this or has any thoughts on it in general.

The main considerations I have are:

Tickets need to be printed to be scanned in this way, so if we fully replaced Mobile Tickets we'd probably have to set up a SQL job to effectively print all orders to a NULL printer at a regular interval
If we aren't sending Mobile Tickets, we can't as simply integrate into Google/Apple Wallets (bummer - but maybe we could keep them in the online account to keep the functionality somewhere)
In it's default state (as it will be with my zero HTML skills) the QR code is a bit unflashy, so it's slightly less obvious it's also the ticket email

It feels like a big theoretical change, but with the right wording in the confirmation it could be clear enough from a customer POV, and simpler for our VE team.

Any thoughts or encouragement gratefully received!

Thanks,

Tom

Ecommerce benchmarks for ticketing

Jason Reed — Fri, 15 Dec 2023 14:22:56 GMT

Hi all,

Was wondering if anyone could point me towards benchmark metrics for ecommerce, but more specifically around ticketing contexts.

We've been looking at evaluating the performance of our website's purchase path, so for example looking at a funnel visualisation of drop-off rates at each stage of our checkout.

During our busier on-sales, typically 60%-70% of customers who add a ticket to the basket go on to complete their order. This instinctively feels positive, but it's difficult to know whether we can viably improve on this without having any comparable metrics.

We've found more general ecommerce benchmarks from sources such as Baymard, but I'm making the assumption that these would be different for high-demand tickets (where there's a limited time window).

Thanks in advance!

Jason

Deadline this Thursday: Apply for Diversity or Emerging Leader Scholarships for TLCC Gateshead

Gill Tasker (she/her) — Tue, 14 Nov 2023 15:22:17 GMT

Hello all! Our scholarship application period for TLCC Gateshead (5-6 March 2024) closes this Thursday 16th. Please help us spread word and pass this on to any members of your team who may be interested.

We have five scholarships available:

x3 Diversity
x2 Emerging Leader

Scholarships will cover the full conference registration fee, but awardees will be responsible for their own travel expenses and lodging.

Applications coupled with letters of recommendation are due by COB Thursday 16th November - more details regarding eligibility and online application links can be found on our website here.

If you have any questions please email scholarships@tessituranetwork.com or direct them to me personally.

Many thanks - we look forward to receiving your applications!

Pre-performance emails: dynamic fields

Celia Beer — Fri, 10 Nov 2023 12:45:59 GMT

Hey everyone!

We currently have pre-performance emails (sent via worldfly)scheduled before each performance, and we pull through data fields to inform the audience member of the timings etc.

We have a challenge in that when we add in internal email addresses into the dataset (to be cc'd in for proofing and checking), the internal team get the email, but the data fields are blank (as they dont have a ticket).

Would anyone be willing to showcase how you get round this, or how you go about doing your pre-performance emails with dynamic fields?

Thanks in advance

Celia

TRBO for Ticket Upgrades

Sian Morris — Mon, 06 Nov 2023 17:31:36 GMT

Hi,

Is anyone using TRBO for ticket upgrades? Our exhibition is on the third floor, a long way from our ticket desk on the ground floor, so we are thinking of setting up TRBO for ticket upgrades outside the exhibition entrance. Has anyone got any experience of this? Did you create a new ticket type and MOS for this?

Any help appreciated!

Many thanks,

Siân

Report on ticket purchasers to a single event

JM Huck — Wed, 23 Aug 2023 23:53:28 GMT

Hi Ticketing folks.

Marketing is wanting to send an email to purchasers of a particular event. I think I can do this under reports, but I'm confusing by "attendance by performance" because it lists attendance status.

What report would I use to find the records that purchased a particular performance and then use that segment in list manager?

JM Huck
a development person 😉

TNEW Digital Content Portal & Zoom

Ffion Williams-Cormany — Wed, 23 Aug 2023 10:04:35 GMT

Has anyone had any experience with embedding Zoom webinars/meetings into the TNEW digital content portal? We're looking to host our next season of online talks using this feature and looking for guidance on the best process to get this set up.

Cancellation Fees

Dawn Yates — Tue, 15 Aug 2023 09:27:21 GMT

We've gone on sale with our courses for the first time in Tessitura. The cancellation policy is 50% refund to the customer; the remaining 50% is effectively a cancellation fee and needs to go to the same GL as the original booking.

The complication is there are different GLs depending on the course and whether it is online or in person. That would mean creating multiple payment methods to refund to - or having one and then manually re-assigning to the correct GL afterwards.

Any suggestions how best to manage this in Tessitura? And how to report on it?

I will cross-post in the Payments group.

Many thanks
Best wishes

Dawn

Reports for Payment Schedules

Brian Woolton — Mon, 14 Aug 2023 10:35:37 GMT

Hi,

Is anyone regularly using payment schedules for ticket orders, and if so how are you keeping track of which customers have a payment schedule running?

We have a music school with fees paid through TNEW. Customers can pay the full amount up front, or they can select a weekly or monthly payment schedule. Our problem is knowing when a customer has selected a payment schedule, and what the payment dates and amounts are. We need to provide this info to an outside organisation so can't give them access to the application; we need a report that shows the dates and amounts for all payment schedules (past and future) for a specified Production Season or Performance.

Any ideas?

Brian

EU Tessitura Ticketing Community Group Meeting - June Q&A Follow Up

Michael Ritchie — Fri, 11 Aug 2023 14:56:40 GMT

Hi everyone,

Hope your week has been going well, especially if you attended or tuned in virtually to TLCC. Apologies for delaying the follow up answers below but getting the right information was important to your questions on V16. I have collected answers for some of the questions asked during and after the Q&A of my presentation and provided the answers below:

Has Record Attendance changed in version 16?
Record Attendance works the same as in version 15 in the application.
https://www.tessituranetwork.com/Help_System_v160/TN-Application/Bar-Codes/Record-Attendance.htm

Can favorite/starred pages be shared across multiple users?
Currently this is not a feature in the application, though it is a great suggestion for the Ideas Board!
https://community.tessituranetwork.com/ideas/i/ideas

Will icons in the Flex header still be a feature in v16?
Yes, Flex Header Icons will still be available and we are adding support for another type of icon which works on the web interface called “Web Icon”. The documentation for that is here:
https://www.tessituranetwork.com/Help_System_v160/Tables/TR_FLEX_HEADER_ELEMENT.htm

Can the precise attendance time recorded by the scanner be used to develop admission insights in Analytics?
The minutes time dimension will be added to Analytics in a future update to v16. It’s still in development and recently featured as a topic on an Innovation Studio session. Once the feature is available, you’ll be able to use it like all other date dimension fields in formula and filters.

Can a customer select other price types for an event after the Enforce Limits rule is applied?
Yes, the Enforce Limit rule will allow you to directly link the benefits included with a constituent’s membership to a pricing rule. Constituents will not be able to go over this limit after they have added those tickets to the basket and cannot start a new order to bypass the limit either, as it links directly to the benefit. If you allow constituents to purchase additional tickets beyond the limit at a different price, then we would recommend adding another price type to the performance which is not limited by that membership benefit.

Of course there are a number of ways you might choose to set this up, and our recommended configuration section in the help documentation is a worthwhile read before starting configuration.
https://www.tessituranetwork.com/Help_System_v160/TN-Application/Memberships/Benefits/Benefits-Pricing-Rules.htm

Thank you again for the chance to speak at your meetup. As a reminder, my presentation is located in the Files page for this group.

Kindest regards,
Michael

Box Office Training

Annabel Robson — Tue, 25 Jul 2023 14:29:23 GMT

Hi,

We're looking to do some training with our Box Office team as we haven't done any formal training with the team since pre covid, Can anyone recommend any external providers? There is lots of customer service training out there but not many which are tailored towards the arts.

We're looking at re launching our membership scheme and introducing add on sales so feel like now is a good time for some refresher training and coaching on increasing sales/upselling etc.

Any suggestions much appreciated!

Thanks

Annabel

Sage Meeting Feedback

Sophie Beckwith — Thu, 06 Jul 2023 11:23:12 GMT

Hi all,

For those of you who attended our session at Sage Gateshead 2 weeks ago, we need your feedback!

Please fill in this survey to help us in planning future events. Thanks!

Visit OneLink for linking Tessitura and Tevalis pre-sales

Annabel Robson — Tue, 04 Jul 2023 16:30:45 GMT

Hi,

Just wondering if anyone has used Visit OneLink for integration with tessitura and tevalis tills for F&B/Merch sales? Or if they have any handy tips on how you facilitate pre-ordering add on sales through tessitura, do you use pricing rules. Any advice appreciated, feel free to send me a message or happy to jump on a call!

Thanks

Annabel

COG user feedback

Brendan Douglas — Mon, 03 Jul 2023 08:25:51 GMT

Hello everyone

The front end of our website is up for tender and one of the companies under consideration is Cog Design. I know a few other Tess users work with them, and if anyone has any feedback they wouldn't mind passing on to me in a private message regarding their experience, it would be much appreciated.

Many thanks

Brendan

Decant - Standing Gigs

Peter McKevitt — Thu, 29 Jun 2023 15:34:16 GMT

Hi all,

Quick question, we are currently looking at our Sustainability strategy and wondered if any other venues who offer standing gigs provide a full decant (all drinks poured into plastic glasses) in your venues?

Apologies if this is the incorrect place for this question and any help is appreciated!

Thanks,

Pete

Hold Code Notes - Ideas Proposal

James Broderick — Thu, 29 Jun 2023 09:58:59 GMT

Hi Everyone,

Here is the link to the idea a few of us really liked at the TTCUG meeting last week, which was about having further notes available and editable for visibility on the system which could help with the why, what, when, who around Hold Codes being added to seating plans.

Please "Up vote" and add more detail via the link if keen!

https://community.tessituranetwork.com/ideas/i/ideas/notes-functionality-for-hold-codes-when-added

Thanks

Can anyone recommend a trainer for building confidence collecting customer data within FOH teams?

Hannah Bishop — Fri, 23 Jun 2023 14:28:24 GMT

Hi all,

It was great to meet/see some of you yesterday in Gateshead!

At National Museums Scotland, we're hoping to do some work with our Visitor Experience teams to build confidence when asking for customer data. Does anyone have a trainer that they can recommend?

Thanks so much

Hannah

Refunding fees using the Event Cancellation Utility

Zoe Fitzpatrick — Mon, 17 Apr 2023 16:08:55 GMT

Hey all,

I hope you managed to enjoy some of the sunshine today.

We now charge a transaction fee when booking for shows, and have recently cancelled a performance using the Event Cancellation Utility. I've seen that the utility only allows the option to refund the fee per order/seat and not booking, therefore if there is another booking within the same order the fee isn't refunded. We would want to refund the fee in this scenario as they would need to pay it again when rebooking and we dont want to charge them twice.

Would any of you have a solution for this as currently we need to go into the orders and refund one by one.

Thanks,

Zoe

Using ticket agents

Zoe Fitzpatrick — Tue, 04 Apr 2023 16:27:16 GMT

Hello,

I hope you are well. I was wondering if you could help advise; we currently only offer tickets to TodayTix but I am looking into other ticketing agents and was wondering who you use and who you find to be the most successful.

Any advise is much appreciated!

Thanks,

Zoe

TLCC Orlando call for proposals

Martin Perks — Mon, 20 Mar 2023 16:17:03 GMT

Hi everyone,

Hope you're all well.

If anyone is considering submitting a session proposal for this year's TLCC in Orlando, there's still time! If you're looking for inspiration, Meredith Woolard (she/her) has kindly provided the following link to potential session suggestions. Please do take a look, and hopefully they'll spark some ideas or help cement those you've already been thinking about! 🙂

community.tessituranetwork.com/.../TLCC-Orlando-_2D00_-topic-suggestions.pdf

Good luck to anyone submitting a proposal, and with very best wishes,

Martin Perks

Box Office Systems Co-ordinator at Cheltenham Festivals and EU Ticketing Community Co-Chair

EU Ticketing Community Group - Post Event Survey

James Broderick — Tue, 28 Feb 2023 13:48:37 GMT

Hi Everyone,

Just to say thank you all so much for taking the time out to attend and engage last week. Great to have so many people and organisations represented, and we hope it proved useful!

Here is a link to the survey as promised which Tessitura have put together, and it would be great if you could make time this week to complete it and feedback to help us plan for future meetups.

EU Ticketing: Post Event Survey February 2023 (alchemer.com)

Hope you all have excellent weeks ahead and look forward to seeing you in the summer if not before hopefully.

Best,

Sophie, Justin, Martin & James

Registration Now Closed: February 22nd In-Person Meetup at Sadler's Wells

Gill Tasker (she/her) — Fri, 03 Feb 2023 12:23:19 GMT

Hi everyone,

It's brilliant to see such interest with the EU Ticketing Community Group meetup at Sadler's Wells later this month. Please note that registration has now closed due to maximum room capacity being reached:

If you have registered but no longer are able to attend, please comment below so that someone else potentially can be offered your place
If you have not registered but would like to attend should a space become available, please comment below and I will add you to a waiting list. This will be on a first-come-first-serve basis, and I will contact you directly if a space becomes available.

Please also don't hesitate to comment below if you have any questions, or feel free to email community@tessituranetwork.com.

Many thanks,

Gill, Community Manager (EU)

PCI Compliance Solutions

Claudia Benigni — Fri, 16 Dec 2022 15:34:39 GMT

Hello Ticketing Community,

Hope your all doing well.

I am currently exploring solutions for PCI compliance in our new Contact Centre, and I would love to hear about your experience. Is anyone using any specific software/desktop app that would recommend? We had a demo with PCI Pal already but I am keen to compare it with other options.

Thank you,

Claudia

Feedback Opportunity via ACE and Partners - Arts and Cultural Access Scheme

Gill Tasker (she/her) — Thu, 24 Nov 2022 13:48:06 GMT

Hello everyone! I wanted to share this current opportunity from Arts Council England and partners, who are looking for feedback if you represent a creative or cultural organisation in the UK, with regular interaction with audiences.

There's a survey available currently, and responses will help shape the future direction of the Arts and Cultural Access Scheme.

The Scheme 'intends to support and complement the work already carried out by existing support organisations, ticketing providers and creative and cultural organisations, while additionally seeking to address an often inconsistent and fragmented approach to access.'