How to send an email to customers from Ticketsolve

When organising an event, effective communication with ticket bookers is crucial for ensuring a smooth and successful experience. From event updates and cancellations, accessibility information, changes to logistics or special instructions for attending, providing ticket holders with important information is essential maintaining and improving customer satisfaction - and the overall success of the event. 

Communicating information to all ticket bookers is easy thanks to Ticketsolve's in-built email functionality. Before we show you to to use this function, it's important to explain how it works.

How the Email All Event Customers function works

The Email All Event Customers function is built for essential communications that need to go to all customers of an event. It will send an email to every customer for the event who has a valid email address, regardless of their opt-in status for email comms. So, it's important not to use this functionality for any marketing or non-essential communications. For this reason, the emails will also be sent in plain text format.

Send an email from the Events Summary

The best way to email all active ticket holders for an event is through the Events Summary.

It will send to every customer who has an active ticket for the event - at the time of sending. It will not send to any customers who have since been refunded or exchanged their ticket for a different event and no longer have an active ticket.

To begin, go to Manage > Box Office

1. Under the Event you require, click the Calendar icon under the View Tickets button. This will take you to the Event Summary.

2. In the Event Overview tab, click Email all event customers in the upper right. 

3. In the Email all event customers pop-up box fill in the details:

• Subject line for the email (required).
• Bcc address line if you want staff or promoters to be copied in on the email. All current customers will be Bcc'd automatically using the details in their customer record, the Bcc option here, is just if you would like a copy to be sent out to a team member as a record of the email. You do not need to add customers' email addresses here.
• Content (required). Enter your email message here. This box will already have the following merge fields added, we would recommend keeping these in place:

Dear {{customer.postal_name}}
{{event.name}}

4. Click Send Email when you are ready, and then all customers who have an active ticket for this event will receive the email. 

Send an email from Your Reports

If you want to send an email to all customers that have purchased tickets for multiple events, or you just want to group loads of events together, you can send the email via Your Reports.

Important!

Emailing customers via Your Reports will email all customers who have purchased a ticket for the selected shows, even if they have since been refunded. To avoid this, send emails from the Events Dashboard instead.

In this example we're going to use Your Reports to select two shows and email all of the customers of both shows.

Go to Reports > Your Reports 

1. Click +Add New and select Report to add a new Report.

2. Complete the fields: 

• Title of the report
• Report folder where the report will be saved.
• In the drop down for Report type, select Line Item Facts (because we need data for ticket sales).
• Add a Description for the report if you wish to add more info for yourself or colleagues to see.

3. Click Save to create the report.

Now, you can add the filters that you want to the report to determine which customers to email.

1. Go to the Edit Filters tab.

2. Click on Add New to add your first filter.

3. Find your filter from the dropdown list. In this example, we're looking for the Saw Shows filter so we can choose which shows to include in the report. Tip: Start typing in the filter search box, e.g., 'saw' for easy searching!

Now you need to select which shows to include in your report.

4. In the pop-up box, you can use the keyword search to find the shows you want to include.

5. Click on the + (Add to include list) in the Inc. column to add shows to the Include Options list.

6. Click Save when you are happy with your 'Include Options' list.

The report is now ready and has generated the customers for the Shows selected to be included in the report. Now we are ready to finish the set-up and send the email to customers. 

1. Click on the 3 dots (Additional Options) icon next to Configure report.

2. From the dropdown list, select the Manage customers option.

3. In the Summary tab in the pop-up, click the Load Customer List Statistics button to see the number of unique customers in the report, and a preview of the customer list.

4. When you've checked the list, navigate to the Send email tab.

5. Following the same process as if you were emailing from the Events Summary, you can fill in the Subject line, Content, and add a Bcc address.

6. Click to Send Email. Remember, this will go to all customers who ever purchased a ticket for the selected shows, even if they have since returned their ticket.

Please note: The maximum number of customers that can be emailed via Your Reports is 10,000. 

Want to know more?

• How to use Your Reports
• What to do if your event is cancelled or postponed