Ticketsolve is an intuitive, easy-to-use platform, but it is useful to understand some basics about how the system is set up and some common features, tools and icons you will see throughout Ticketsolve.
On-screen areas: The basics
Breadcrumbs
At the top of your screen, you will see a breadcrumb trail of where you are in the system. You can click on any part of the breadcrumb to go back.
Menu functionality
Along the left side of your screen are the main menu items in Ticketsolve. As you work in the system, if you click back on a menu item that you were previously using (e.g., you go from Manage > Shows > Christmas Musical to Manage > Pricing and back to Manage > Shows), Ticketsolve remembers where you were and brings you back to the page you were on (Christmas Musical). This way, you can move from area to area without unnecessary clicking.
Tabs
In addition to drill-downs, along the top of the main screen area, you will find tabs with additional information such as settings, comments, rules, etc.
Drill downs
You will find any further choices or drill-downs on the left side of the main screen area. For example, specific show names, settings, ticket allocations, etc.
Sub-menus
Sub-menus are towards the top of your screen.
Pop-ups
Ticketsolve uses pop-ups throughout the system when additional information is needed.
Tick boxes
Tick boxes and radio buttons are used throughout Ticketsolve, for example, in settings to turn a setting on or off or when selecting or emailing customers. Sometimes, you can click on a line to open or get more information.
Tags
Tags are used extensively in Ticketsolve for different purposes. You must sometimes use tags for some functionality to work correctly (for example, rewards). Tags can be created or added in the Tags field. For more detailed information and examples, read our articles Using Tags within Ticketsolve and Managing Tags in Ticketsolve.
Settings
Settings are used at various levels and allow you to control and customise different things within Ticketsolve. General Settings (which affect the whole account) and Subdomain settings (which affect only subdomains). In addition, Program, Show, Events, Product and Ticket Price settings can be adjusted. Some settings include customer alert settings, booking fees settings, online display, etc.
Public Website Snippets
These are customisable text snippets displayed online to your customers. These include restricted event messages, accessibility instructions, booking fee names, etc. These snippets are either in the form of a message or relate to an online field.
Reports
There are many ready-to-use sales reports with Ticketsolve which can be found under Manage > Reports > Sales Reports. You can also create a number of custom reports in Your Reports.
Labels / Colours
In a few areas, you will have the ability to set a colour or label, for example, in allocations or Benefit Products. It is optional to set these but it can be useful to help visually differentiate allocations or products quickly.
Common system icons and buttons
- A - Eye icon: Clicking on the eye icon will show you what is active and inactive. This icon appears in many different places including Users, Shows, Products, Discounts etc.
- B - Additional options icon (3 dots): This icon appears most often as 3 vertically stacked dots (and occasionally as 3 horizontally stacked dots). Clicking this icon will give you more options and views.
- C - Toggles: Toggles are found in many areas of Ticketsolve. Blue means the toggle is on or active. Grey means the toggle is off or inactive.
- D - Link out: In some fields such as price scheme you may see a small box with an arrow pointing out. For example, in Ticket Allocation Details and in the field Pricing scheme. Clicking this icon will open a new tab with the pricing scheme (or venue layout etc.) that is linked to that field.
- E - Pink Buttons: Pink buttons in Ticketsolve allow you to Save, Update, Email etc.
Handy things to know
The difference between Shows, Runs and Events
When you go to Manage > Shows you will see a breakdown which includes Show, Run and Event. In Ticketsolve, these are defined as:
Show
Refers to the name of the production, workshop, etc. For example, 'Hamlet', or 'Winter Choral Workshop', or 'Nutcracker'.
Run
Refers to the full series of performances for a particular production. For example, a play or musical might have a run of several weeks or even months, during which there are multiple performances (Events).
When you create a Show in Ticketsolve you will see 'Default' as the Run. You can either leave this named as Default or change it and you can also add additional Runs. This is especially useful for shows that repeat or if you want to create a limited or preview run before a general release.
Ticketsolve Tip
Normally you don't need to create multiple Runs, but Runs are useful if you have a timed entry event. You can then have a Run for 10am slots, 10:30am slots, 11am slots, etc., which makes it easier to view within the Manage tab.
Events
Refers to specific performances of a Show within a Run. These are listed in Ticketsolve by day, date and time so that two performances of the same show on the same day would be listed separately.
Hierarchy of Settings
Settings within Ticketsolve can be set at a variety of levels, but there is a hierarchy.
- Account level settings: Applied to the entire account including any subdomains.
- Subdomain settings: Can be changed per Subdomain (leaving other Subdomains unchanged). Overrides Account level settings.
- Program level settings: Can be changed per Program (leaving other Programs unchanged). Overrides Subdomain and Account level settings.
- Show level settings: Can be changed for a specific Show (leaving other Shows unchanged). Overrides Account, Subdomain and Program level settings.
- Event level settings: Can be changed for a specific Event (leaving other Events within a Show or Program unchanged). Overrides Account, Subdomain, Program and Show level settings.
- Product level settings: Can be changed for a specific Product (leaving other Products unchanged). Overrides Account and Subdomain level settings.
- Ticket price settings: This can be changed for a specific Ticket price within a Pricing scheme. (leaving other Ticket prices unchanged). Overrides Account and Subdomain level settings.
Effective to / Effective from dates
Specifically for promotions and discounts, the date set is effective from just after midnight. See the example below on how the dates work:
- You want a promotion with a start date of 1 July and end date of 31 July.
- This means in Ticketsolve, the promotion will begin at 00:01 on 1 July and end 00:01 on 31 July.
- If you want the promotion to be available throughout 31 July, the end date would need to be 1 August.
Benefit Products (Membership Schemes)
Membership scheme benefits or rewards are set up as a Benefit Product and linked to Discounts within Ticketsolve. Each level of a multilevel membership scheme (e.g., Bronze, Silver, Gold, etc.) should have its own Benefit Product.
- Customers must create an account and log in or have an account already to purchase Benefit Products (in Ticketsolve, having an online account is called having a Membership). Accounts can be created at checkout.
- An email address can be linked to only one Benefit Product (membership).
- Once a membership is purchased, the associated benefits or discounts are then assigned to the customer's account.
- To access benefits, members use their email address instead of a promotion code.
Our article called Introduction to Benefit Products and Memberships is a great starting point for creating and managing memberships within Ticketsolve.
Memberships (online accounts)
If a customer is a "Member" in Ticketsolve it means that they have an online account and login. They do not have to be part of any specific Benefit Product/Membership scheme (Friend of the Theatre, Silver Membership, etc.).
- Memberships can be active (Live) or inactive.
- An active or live customer account with login (membership) can be associated with only one email address.
- Members do not have to be part of a membership scheme.
Discounts
Discounts can be used in many different ways and can be combined or layered. Discounts within Ticketsolve are defined by rules.
- When customer . . .
- Customer gets . . .
You can find out more in our Introduction to Discounts article.
Priority
This field is optional and sets the order in which items are listed online and in the Box Office. You can set the priority number in many different places within Ticketsolve from Ticket prices and Ticket allocations to Discounts and Products, Shows, etc.
- Priority can be set from 99-0.
- 99 is the highest priority and lists first, descending to 0 listing last.
Keyboard shortcuts
Searching for Events in Box Office:
- Use the start of a word as a wildcard e.g. `res` to find Resilience, Resilient etc.
- Bonus (not in video!) use inverted commas (double quotes) for exact phrase match, e.g. if both Jimmy Carr and Alan Carr are appearing in your venue, searching for `"Jimmy Carr"` will find only Jimmy Carr's upcoming shows. (As opposed to typing `Jimmy Carr` which will find everything containing the words "jimmy" or "carr", and will therefore also give you results for Alan Carr.
Seating Plan shortcuts:
Note: these can be used when assigning seats within Ticket Allocations, as well as in Box Office
- Hold [ctrl] + [alt] and left click and drag to pan within the seating plan.
- Hold [shift] to multi-select seats that are not adjacent, or for ease when using plans with curved or diagonal seating arrangements.
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