Training Course #1: Box Office (Fundamentals)

Hi there!

Welcome to Ticketsolve. In this module, James from the Support team will be walking you through all the basics that you need to get started with using the Ticketsolve Box Office. After each video, there will be a short task to complete so that you can put your knowledge into practice. 

Have fun, and happy Ticketsolving! 

What you will need before you start

Please ensure your system Admin has set up the following for you in your Ticketsolve account:

• Login details (Username, Password, Role and Location).
• Unreserved event for test sales with 2 ticket prices full price (£/€10) and concession (£/€5).
• Seated event for test sales with 2 ticket prices, full price (£/€10) and concession (£/€5), and 1 box office comp allocation.
• Product (donation, voucher or regular product) for test sales.

Introduction to the training module

1. Logging in to Ticketsolve

 

Task 1

In this task you will walk through how to log into your Ticketsolve account.

• Load up Ticketsolve using the URL provided to you by your system Admin.
• Log in using the Username and Password provided to you by your Admin. Make sure to select the right Role, and Location if applicable.
• If required on your account, start a Sales Session for yourself too.
• If you also need to log in using Two-Factor Authentication (2FA) you can follow the instructions in our 2FA guide. 

2. Navigating Ticketsolve

 

Task 2

In this task you will learn about navigating the main menu, joining a sales session, and using the Help Centre widget.

Complete the following:

• Locate the Ticketsolve 'T' icon and click to Join a sales session if you have not already. Select New sales session.
• Locate the Ticketsolve 'T' icon again, and this time click Currently in session. Then select to Exit current sales session.
• Select No when asked if you want to generate a report.
• Log out of Ticketsolve. 
• Log back in to Ticketsolve, and start a new Sales Session if required on your account. 
• Locate the '?' icon to load up the Help Centre widget. 
• Search for and find this article, titled 'Introduction Training Module'. 
• Open this article up from the widget in a new browser tab. 

3. Creating a customer

 

Task 3

In this task you will create a new customer record.

• Navigate to the Box Office screen (Box Office tab in the main menu > Box Office). 
• Locate the Assign Customer box on the right hand side of the screen in the Cart area. 
• Click to Create A New Customer. 
• In the pop-up box create a new customer record of type 'Person', filling in the following:
  • First Name
  • Last Name
  • Email
  • Phone
  • Address
  • Tag - 'trainingcustomer'
  • Opt-In for Email - tick Yes
  • Agree to Terms & Conditions? - toggle on (blue).
• Make sure that any Required fields are completed (indicated with a red asterisk) and then press Add New Customer. 

Your new customer record should now be assigned to the current Cart. 

4. Selling a ticket on an unreserved event

Task 4A

In this task you will sell a ticket on an unreserved event and confirm the order.

Before starting this task, check with your system Admin about which unreserved event you should complete test sales on for training purposes. 

• Navigate to the Box Office screen (Box Office tab in the main menu > Box Office). 
• Make sure that the customer record you created in Task 3 is still assigned to the cart. If not, add the customer to the cart. 
• Select the order type of Box Office. 
• Find the event you will be putting a test sale through on, either by searching for the event name, or finding the event date from the calendar. 
• Click on the event listing white area to expand the event information and answer the following:
  • How many tickets are available?
  • How many tickets are reserved?
  • How many tickets are sold?
• Click on the event listing again to collapse the event information. 
• Click on View Tickets. 
• Select one Full Price ticket and press Update Cart. 

Your ticket should now be added to the Cart.

You can now complete the sale:

• Select a Fulfilment option of 'E-ticket/Print at Home' (the name of this will be unique to your organisation).
• Proceed to the Payment Options screen. 
• Take the payment as Cash. 
• Ensure that the Outstanding amount is 0.
• Make sure that Skip sending confirmation email? is not ticked. 
• Press Confirm Order. 

You should now see a pop-up box confirming the order is complete, and after 5 seconds you will be returned to the main Box Office screen. 

Task 4B

In this task you will sell multiple ticket prices for an unreserved event and confirm the order.

• Navigate to the Box Office screen (Box Office tab in the main menu > Box Office). 
• Assign a customer record to the current empty cart.
• Select the order type of Box Office. 
• Find the event you will be putting a test sale through on. 
• Click on View Tickets. 
• Select one Full Price ticket and two Concession tickets and press Update Cart. 

Your tickets should now be added to the Cart. You can now complete the sale:

• Select a Fulfilment option of 'E-ticket/Print at Home' (the name of this will be unique to your organisation).
• Proceed to the Payment Options screen. 
• Take the payment as Cash. 
• Ensure that the Outstanding amount is 0.
• Make sure that Skip sending confirmation email? is not ticked. 
• Press Confirm Order. 

You should now see a pop-up box confirming the order is complete, and after 5 seconds you will be returned to the main Box Office screen. 

5. Selling a ticket on a seated event

Task 5A

In this task you will sell a ticket on a seated event and confirm the order.

Before starting this task, check with your system Admin about which seated event you should complete test sales on for training purposes. 

• Assign a customer record to the current empty cart.
• Select the order type of Phone. 
• Find the event you will be putting a test sale through on, either by searching for the event name, or finding the event date from the calendar. 
• Click on View Tickets to load up the seating map pop-up. Answer the following:
  
  • How many different ticket prices are available?
  • Are there any Box Office-only ticket allocations?
• Press Toggle Fullscreen to enlarge the seating map to full screen.
• Select 1 seat by clicking on it.
• Select the Full Price ticket price from the Public ticket allocation for this seat.
• Press the X in the top right of the pop-up seating map. 

Your ticket should now be added to the Cart. You should have 1 Full Price ticket for a selected seat (e.g. A1).

You can now complete the sale:

• Select the Collect at Box Office Fulfilment option, if available at your organisation (otherwise select 'E-ticket/Print at Home' again).
• Proceed to the Payment Options screen. 
• Take the payment for the ticket as a VISA Chip Pin Card (you do not need to take the payment on your chip pin machine for this training session, but for a real sale, this is when you would take the payment from the customer on your chip & pin terminal by either entering their card details or inserting their card).
• Ensure that the Outstanding amount is 0.
• Make sure that Skip sending confirmation email? is not ticked.
• Press Confirm Order. 

You should now see a pop-up box confirming the order is complete, and after 5 seconds you will be returned to the main Box Office screen. 

Task 5B

In this task you will sell multiple tickets at different prices on a seated event and confirm the order.

Before starting this task, check with your system Admin about which seated event you should complete test sales on for training purposes. 

• Assign a customer record to the current empty cart.
• Select the order type of Box Office. 
• Find the event you will be putting a test sale through on, either by searching for the event name, or finding the event date from the calendar. 
• Click on View Tickets to load up the seating map pop-up.
• Press Toggle Fullscreen to enlarge the seating map to full screen.
• Select 2 seats by lassoing them. 
• Select the Full Price ticket price from the Public ticket allocation for both seats. 
• Select 1 seat and select the Concession ticket price from the Public ticket allocation for this seat.

• Press the X in the top right of the pop-up seating map. 

Your 3 tickets should now be added to the Cart. You should have 2 Full Price tickets and 1 Concession ticket for selected seats (e.g. A2, A3, A4).

You can now complete the sale:

• Select the Fulfilment option of 'E-ticket/Print at Home' (the name of this will be unique to your organisation).
• Proceed to the Payment Options screen. 
• Take the payment for the ticket as Cash.
• Ensure that the Outstanding amount is 0.
• Make sure that Skip sending confirmation email? is not ticked.
• Press Confirm Order. 

You should now see a pop-up box confirming the order is complete, and after 5 seconds you will be returned to the main Box Office screen. 

6. Selling a product

 

Task 6

In this task you will practice selling a product to a customer.

Before starting this task, check with your system Admin about which product you should complete test sales on for training purposes.

• Navigate to the Box Office screen (Box Office tab in the main menu > Box Office). 
• As with Tasks 3 and 4, add a customer record to the Cart.
• Select the order type of Box Office. 
• Navigate to the Products tab. 
• Here you can choose a product to sell. You could choose a donation, voucher, or any regular product. 
• Click on your product and add 1 item. 
• Click Update Cart. 

Your product should now be added to the Cart. You can now complete the sale:

• Select the Fulfilment option of 'E-ticket/Print at Home' (the name of this will be unique to your organisation).
• Proceed to the Payment Options screen. 
• Take the payment for the product as Cash. 
• Ensure that the Outstanding amount is 0.
• Make sure that Skip sending confirmation email? is not ticked. 
• Press Confirm Order. 

7. Amending an order

 

Task 7A 

In this task you will practice opening up an order for amendment, and then cancelling the amendment.

• Navigate to the Search Orders screen (Box Office tab in the main menu > Search Orders). 

• Find the first order you created in Task 4A for the unreserved event with 1 Full Price ticket, either by searching for the customer name or down the orders list.
• Press the Additional options (3 dots) icon and select to Amend Order to open up the order in the Box Office for amendment.

• Press Cancel Amend to cancel the amendment and return to the Box Office screen. 

Task 7B

In this task you will open up an order to amend it and sell an additional ticket.

• Repeat the process in Task 7A to open up the same unreserved order from Task 4A for amendment in the Box Office.
• Make sure you can view both your Amending Cart and your Original Cart.
• Either by clicking on the line item in the cart or finding the event in the Box Office events listing, add 1 extra Full Price ticket to your order for the same event.

You should now see that in your Amending Cart there is an amount Outstanding of £/€10 for the additional ticket you have added. 

• Proceed to the Payment Options screen.
• Take the payment for the additional ticket as Cash.
• Ensure that the Outstanding amount is 0. 
• Make sure that Skip sending confirmation email? is not ticked so that the customer receives a new confirmation email for their amended order. 
• Press Confirm Order.

You should now see a pop-up box confirming the order amendment is complete, and after 5 seconds you will be returned to the main Box Office screen. 

8. Refunding an order

 

Task 8A

In this task you will walk through refunding an order in full.

• Navigate to the Search Orders screen (Box Office tab in the main menu > Search Orders). 
• Find the first order for the seated event that you processed in Task 5A, either by searching for the customer name or down the orders list.
• Press the Additional options (3 dots) icon and select to Amend Order to open up the order in the Box Office for amendment.
• Press the Remove all button on the cart section containing the tickets.
• Press the Remove button on the fulfilment option in the cart.

Your Amending Cart should now say Cart Empty and you should see that there is a minus amount of £/€10 Outstanding to be returned to the customer.

• Proceed to the Payment Options screen.
• On the top of the screen the amount Outstanding should say - £/€10.
• You should see a VISA Chip Pin Card payment listed for £/€10 for the payment you processed in Task 7A. 
• On the right hand side of the payment line, there will be a blue circular arrow around a $ symbol icon. This is the refund icon.

• Click the refund icon to bring up the Refund Payment pop-up box. 
• Ensure the Refund payment is VISA Chip Pin Card and ensure the Refund amount is £/€10. (You do not need to process a refund on your chip pin machine for this training session, but for a real sale, this is when you would process the refund for the customer on your chip & pin terminal by either entering their card details or inserting their card).
• Click Add Refund. 

• Ensure that the Outstanding amount at the top of the screen is now 0. 
• Make sure that Skip sending confirmation email? is ticked so that the customer doesn't receive a new confirmation email for their refund.
• Press Confirm Order.

You should now see a pop-up box confirming the order amendment is complete, and after 5 seconds you will be returned to the main Box Office screen.  

Task 8B

In this task you will amend an order to remove one ticket, and process a partial refund. 

• Navigate to the Search Orders screen (Box Office tab in the main menu > Search Orders). 
• Find the order you created in Task 4B for the unreserved event with multiple tickets in, either by searching for the customer name or down the orders list.
• Press the Additional options (3 dots) icon and select to Amend Order to open up the order in the Box Office for amendment.
• Click on Manage item or the Manage cart icon to load the manage cart pop-up box. 

• Select the Full Price seat from the order by using the green arrows to expand the line items list. The first green arrow will expand the list to show the different ticket prices.
• Click the green arrow next to the Full Price header to expand the list and show the individual seats under that ticket price. 
• Tick the box next to the Full Price seat and press the Remove items button at the top of the pop-up box. 

• When you are happy the Full Price seat has been removed, click Update Cart to confirm the removal and return to the Box Office screen. 

You should see that in your Amending Cart there are now 2 Concession price tickets, and no Full Price ticket anymore. There should also be a minus amount of -£/€10 Outstanding to be returned to the customer. 

• Proceed to the Payment Options screen.
• On the top of the screen the amount Outstanding should say -£/€10.
• Click the refund icon to bring up the Refund Payment pop-up box. 
• Ensure the Refund payment is Cash and ensure the Refund amount is £/€10. 

• Click Add Refund. 
• Ensure that the Outstanding amount at the top of the screen is now 0. 
• Make sure that Skip sending confirmation email? is not ticked so that the customer receives a new confirmation email for their amended order.
• Press Confirm Order.

You should now see a pop-up box confirming the order amendment is complete, and after 5 seconds you will be returned to the main Box Office screen. 

Task 8C

In this task you will amend an order to change one ticket price for another, and process a partial refund. 

• Navigate to the Search Orders screen (Box Office tab in the main menu > Search Orders). 
• Find second order you created in Task 5B for the seated event.
• Press the Additional options (3 dots) icon and select to View Order.
• From the Order summary screen, press the Amend button to open up the order in the Box Office for amendment.

• Make sure you can view both your Amending Cart and your Original Cart.
• Either by clicking on the line item in the cart or finding the event in the Box Office events listing, load up the seating map pop-up.
• Click on the 'Full Price' ticket price line within the Public ticket allocation box. It will turn grey, and on the seating map you will see the tickets currently in your cart as Full Price are highlighted with a dot. 
• Select one of the seats that you have currently in your order as Full Price, and change this to a Concession ticket.

• Press the X to return to the Box Office.

You should now have 3 seats in your Amending Cart, 1 Full Price ticket, and 2 Concession tickets. 

You should see that there is a minus amount of £/€5 Outstanding to be returned to the customer, because you have exchanged a Full Price ticket for a Concession ticket.

• Proceed to the Payment Options screen.
• On the top of the screen the amount Outstanding should say - £/€5.
• You should see a Cash payment listed for £/€25 for the payment you processed in Task 5B. 
• On the right hand side of the payment line, there will be a blue circular arrow around a $ symbol icon. This is the refund icon.
• Click the refund icon to bring up the Refund Payment pop-up box. 
• Ensure the Refund payment is Cash and ensure the Refund amount is £/€5. 
• Click Add Refund. 
• Ensure that the Outstanding amount at the top of the screen is now 0. 
• Make sure that Skip sending confirmation email? is not ticked so that the customer receives a new confirmation email for their amended order.
• Press Confirm Order.

You should now see a pop-up box confirming the order amendment is complete, and after 5 seconds you will be returned to the main Box Office screen.

9. Reserving an order

 

Task 9

In this task you will go through how to place an order on reserve.

• Navigate to the Box Office screen (Box Office tab in the main menu > Box Office). 
• Assign a customer record to the cart and select the order type of Phone.
• Find the event you will be putting a test reservation through on, either by searching for the event name, or finding the event date from the calendar. 
• Click on View Tickets. 
• Select 1 Full Price ticket and 1 Comp ticket and press Update Cart. 

Your ticket should now be added to the Cart. You can now complete the reservation:

• Select a Fulfilment option of 'E-ticket/Print at Home' (the name of this will be unique to your organisation).
• Proceed to the Payment Options screen. 
• Instead of taking a payment, click on the Reserve Order button.
• In the pop-up box Reserve until end of, select the last date of the current month. This means your order is reserved until it hits the 1st of the next month.
• Press Save.

You should now see a pop-up box confirming the reservation is complete, and after 5 seconds you will be returned to the main Box Office screen. 

10. Reassigning an order to a new customer

Task 10

In this task you will remove a customer from an existing order and reassign the order to a new customer.

• Navigate to the Search Orders screen (Box Office tab in the main menu > Search Orders). 
• Find the order you created in Task 6, either by searching for the customer name or down the orders list.
• Press the Additional options (3 dots) icon and select to View Order. 
• Navigate to the Customer info tab. 
• In the white box you will see the current customer record assigned to the order. 

• Press the X on the right hand of the white box.
• You will see a pop-up asking you to confirm if you want to Reassign customer? Select Yes.
• You will now get the option to Assign customer to the order. 
• You can either search for an existing customer record, or create a new one. In this task, we will Create a New Customer.
• In the pop-up box, create a new customer record of the type 'Organisation'. Complete the following fields:
  • Organisation name
  • Contact name
  • Email
  • Phone
  • Address
  • Tag - 'trainingcustomer'
  • Opt-In for Email - tick Yes.
  • Agree to Terms & Conditions
• Make sure that any Required fields are completed (indicated with a red asterisk) and then press Add New Customer. 

You have now assigned a new customer record to the existing order.

Congratulations, you've completed the module!