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

RE: Ecommerce benchmarks for ticketing

Gill Tasker (she/her) — Fri, 05 Jan 2024 16:48:15 GMT

Hi Jason, Happy New Year! Another thought for this is perhaps also cross-posting to the US-centered Ticketing & Admissions community group? You might receive some insights over there.

- Gill

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

RE: Pre-performance emails: dynamic fields

Brian Woolton — Fri, 10 Nov 2023 13:24:57 GMT

Hi,

If it is a Standard campaign you could create a .csv file with the internal email addresses and required dynamic values and add that to the campaign from Subscribers > More List Actions > Add More Subscribers - see also https://support.wordfly.com/hc/en-us/articles/204767544-Import-a-list-from-a-file.
I don't think you can do this with a triggered campaign.

Good Luck,

Brian

RE: Pre-performance emails: dynamic fields

Celia Beer — Fri, 10 Nov 2023 13:11:50 GMT

Thank you Brian, that's interesting I will pass this onto the marketing team to check they are aware. You don't happen to have any tips to actually get us copied in too, do you?

Thanks
Celia

RE: Pre-performance emails: dynamic fields

Brian Woolton — Fri, 10 Nov 2023 13:06:09 GMT

Hi Celia,

On the Email > Testing tab there is a "Subscriber Preview". You can select the constituent and it will display the email with the dynamic fields for that constituent. This at least shows the dynamic fields working before you send it.

Brian

RE: TRBO for Ticket Upgrades

Sian Morris — Wed, 08 Nov 2023 14:48:30 GMT

Thank you Kirsty. They would be to the same GL code so that should be fine, I was just thinking about it in terms of reporting and that we would be counting the person twice if we left the original tickets, but I expect it will be a relatively small number so should be fine.

Thanks again :)

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

RE: TRBO for Ticket Upgrades

Kirsty Alexander — Tue, 07 Nov 2023 10:40:42 GMT

We leave it as it is and just take the difference in price to upgrade - it worked for us as they had already paid for a tick pointing to the same GL code so the extra money went to the correct pot, but I suppose you could do it with price layers if you needed the income to go to a different place?

RE: TRBO for Ticket Upgrades

Sian Morris — Tue, 07 Nov 2023 10:35:56 GMT

Thank you Kirsty, that's really helpful. Do you return their original ticket or leave that as it is?

Many thanks,

Siân

RE: TRBO for Ticket Upgrades

Kirsty Alexander — Tue, 07 Nov 2023 09:27:42 GMT

Haia Sian, we've used TRBO for ticket upgrades in the past. We've done it as a separate price type so we can report on how many upgrades take place, but done in the same MOS for that venue so the team can access it no issues. We use TRBO for most door sales on exhibition doors, and it works quite well - the only downside is no contact permissions, and the source code being set for all orders as default. Hope that helps - shout if you wanna chat more!

RE: TNEW Digital Content Portal & Zoom

Kelsey Mulholland — Fri, 01 Sep 2023 21:23:07 GMT

Hello Ffion! This is Kelsey with Tessitura Network Support. We’re happy to assist you with this question. I’ve created a Support ticket where we’ll work with you to find a resolution to this. We’ll also relay our findings from that ticket in this forum post, but if you have any other questions or concerns in the meanwhile please let us know.

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.

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 [emoticon:4191f5ee34e248a29fa0dbe8d975f74a]

RE: Report on ticket purchasers to a single event

Tom Clarke — Thu, 24 Aug 2023 09:24:02 GMT

Hi JM Huck!

I think you're on the right track with the Attendance By Performance report. If you would like to pull a list of everyone who has booked for an event, regardless of their attendance status, you just need to make sure you select all options under 'Attended Status' in the report parameters. Once it's run you can click the icon for 'Save as list' and that should be you sorted.

Good luck!

Tom

p.s. 'Save as list' icon below

RE: Cancellation Fees

Brian Woolton — Tue, 15 Aug 2023 10:25:59 GMT

Hi Dawn,

We handle retained fees by setting up a Per Order fee with the same GL code as the event. Then when the customer cancels you can add the relevant fee to the order, override the fee amount to be 50% of the order value, then return the tickets. That way the 50% is accounted for against the correct GL code. and you can use your standard payment methods to refund the remaining 50%.

To report on this you can use the Ticketing Fee Revenue report. If you create a "retained fees" category you can report on all retained fees in a given period, or select the individual fee for a specific event.

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

RE: Reports for Payment Schedules

Chris Wallingford — Mon, 14 Aug 2023 14:18:37 GMT

Hi Brian,

I don't have an out-of-the-box solution for you, but this idea might like your vote and comments for your specific needs.

community.tessituranetwork.com/.../add-future-payments-to-the-analytics-finance-cube

RE: Reports for Payment Schedules

Brian Woolton — Mon, 14 Aug 2023 13:22:41 GMT

Hi Chris,

Thanks for the feedback. I've used SQL for ad hoc queries but it's a manual process to get that data into a user friendly form and email it out. I only have Read Only access to SSMS at the moment so can't creat stored procedures. It may be this is the answer.

RE: Reports for Payment Schedules

Chris Campbell — Mon, 14 Aug 2023 13:15:49 GMT

Hi, Brian! We use it for our Education and Outreach workshops above a certain value also. I confess I've wrestled with this before and don't really have an elegant solution. The first reason for that is that payment schedules aren't tied to Production Seasons or Performances in the database - they can be applied against anything in an order. It's only TNEW that restricts whether a customer is presented with a payment schedule or not.

I can tell you that dates, order numbers and amounts due are held in the table T_ORDER_SCHEDULE, and that I've usually managed to find what I need directly from SQL with a quick query here and there. I don't know if you have access to SQL, or whether there's someone at BH Live who might be able to write something for you?

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

Chris Campbell — Fri, 11 Aug 2023 17:49:32 GMT

This is really helpful, Michael Ritchie! Thanks for feeding back on all of these.

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