Purpose
Use this guide to configure event ticketing, manage exceptions, run check-in operations, and close with analytics.
Who should use this guide
- Ticketing operators handling event setup and pricing controls
- Support teams resolving transfer/refund/resale exceptions
- Day-of teams managing scanner and check-in operations
How to do it
- In Dashboard, click Ticketing to open Ticketing Management.
- Open Sales → Events, find your event, and click Configure (enable ticketing first if needed).
- On the ticketing configuration page (/event-management/:eventId/ticketing-config), start with Pricing & Revenue, then review Policies/Visibility/Verification as required.
- Use Copy Preview Link / Open Preview (or Sales → Preview) to validate the buyer-facing event page.
- Back in Ticketing Management, select the Active Event (header) before opening event-scoped tabs.
- Open Operations → Scanner Setup to pair devices and create operators, then use Operations → Check-In to scan/validate entry.
- Use Attendees → Attendee List for filters/CSV export; use Transfers/Resale/Refunds/Comp Invites for exceptions.
- After the event, use Analytics → Reports (and Purchase History where available) for reconciliation and closeout.
Active Event selector (event-scoped operations, attendees, and analytics)
Where: Ticketing Management (header) → Active Event
Used for: Choosing the event context for tabs that operate on a specific event (Check-In, Attendees lists, and Reports).
Configure
- Open Dashboard → Ticketing to reach Ticketing Management.
- In the header, open the Active Event dropdown and select the event you want to operate on.
Use day-to-day
- If Operations / Attendees / Analytics show a warning, select an Active Event first.
- If you were deep-linked with an event in the URL, the app may preselect that event automatically.
Pro tips
- Sales → Events actions (Preview / Publish / Configure) don’t rely on Active Event — they work per event card.
- If you’re supporting multiple events, confirm Active Event before processing refunds/transfers/check-ins.
Sales → Events list (enable ticketing, configure, and publish/unpublish)
Where: Ticketing → Sales → Events
Used for: Your primary control surface for ticketing per event: turn ticketing on/off, configure settings, preview the buyer page, and control public visibility.
Configure
- Open Ticketing → Sales → Events.
- Use filters (Current & Future / Past / All) and Ticketing Enabled/Disabled to find the event.
- If Ticketing is Off, click Enable Ticketing (or click Configure to proceed — configuration can initialize defaults).
- Click Configure to open the event ticketing configuration page.
Use day-to-day
- Use Preview to open the buyer-facing event page on the tenant portal.
- Use Publish / Unpublish to control whether the event appears on the public events page.
- Use Disable to remove ticketing config (existing tickets/orders may still exist depending on backend rules).
Pro tips
- Treat Publish/Unpublish as a buyer-visibility control — always preview after changing it.
- If publishing paid tickets is blocked, your tenant may need payments onboarding (e.g., Stripe Connect) before publishing.
Ticket configuration (tiers / pricing / quantities / sale windows)
Where: Ticketing → Sales → Events → Configure (opens /event-management/:eventId/ticketing-config)
Used for: Defining what buyers can purchase and when, including ticket tiers, pricing, inventory, and core constraints.
Configure
- Open Ticketing → Sales → Events and click Configure on the event card.
- On the ticketing configuration page, start in Pricing & Revenue to set up tiers/prices/inventory and any revenue settings available for your tenant.
- If Auto-save is enabled, pause briefly after edits; otherwise click Save.
- Use Copy Preview Link / Open Preview to confirm what buyers will see.
Use day-to-day
- Update tiers/pricing in controlled windows and validate buyer visibility via Preview.
- Coordinate major pricing changes with Comms/RSVP if communications are already scheduled or sent.
Pro tips
- The configuration page can create defaults if a config doesn’t exist yet — it’s safe to click Configure early in setup.
- Avoid last-minute pricing/inventory changes without a clear internal note/runbook entry for support alignment.
Advanced configuration (verification, policies, visibility, images, lineup, metadata, venue)
Where: Event ticketing configuration page (/event-management/:eventId/ticketing-config)
Used for: Controlling buyer experience and operational rules: verification/security, policies & compliance, capacity/visibility, galleries/images, lineup content, and event/venue details.
Configure
- Open Ticketing → Sales → Events → Configure for an event.
- Use the configuration sections (e.g., Verification & Security, Policies & Compliance, Visibility & Capacity).
- In Verification & Security, decide whether to enable Require Email Verification (this changes when tickets are delivered to buyers after checkout).
- Update Images/Gallery and Lineup/Performers so the buyer page has complete content.
- Use Event Metadata and Venue Details to keep the ticketing buyer page consistent with the event listing.
Use day-to-day
- Re-validate Preview after changing policies/visibility (these impact checkout eligibility and who can see the event).
- If Require Email Verification is ON, buyers will receive a verification email after purchase and must confirm their email before tickets are sent.
- If Require Email Verification is OFF, tickets can be delivered immediately after purchase (no email-confirmation gate).
- If you plan to use reserved seating, configure Seating before opening sales.
Pro tips
- Keep “Visibility” aligned with your intended sales channel (public vs private vs members-only).
- Enable email verification when you want higher confidence that buyer inboxes are reachable before tickets are issued.
- Image and content changes are “buyer facing” — preview them before publishing.
Public listing + preview validation
Where: Ticketing → Sales → Events → Preview (+ Publish/Unpublish)
Used for: Confirming the buyer-facing event page loads and shows the correct tiers, pricing, and availability — and that the event is visible (or hidden) on the public events page as intended.
Configure
- From Ticketing → Sales → Events, click Preview on the event card.
- If the event should appear on the public events page, click Publish; if it should be hidden, click Unpublish.
Use day-to-day
- After any meaningful config change, re-open Preview to confirm tiers and rules updated as expected.
- Verify sale window behavior (pre-sale vs on-sale vs ended) and inventory/availability messaging.
Pro tips
- Test in a private/incognito window to avoid admin-session bias.
- If preview fails, your tenant subdomain may be missing; set it before relying on preview/copy-link flows.
Orders + attendee exceptions (refunds / transfers / resale / comps)
Where: Ticketing → Operations (Refunds) + Ticketing → Attendees (Transfers/Resale/Comp Invites)
Used for: Resolving edge cases (refund approvals, transfer history, resale issues, comp invites) while keeping sales and entry operations stable.
Configure
- Select the correct Active Event (header) before working exceptions in Operations/Attendees.
Use day-to-day
- Operations → Refunds: approve/reject pending refunds and process approved refunds when ready.
- Attendees → Transfers: review Pending vs History; watch for transfers that require ID rebinding.
- Attendees → Resale: monitor active listings vs “My Listings”, and review disputes/payout status where shown.
- Attendees → Comp Invites (admin): create invites by selecting a ticket tier + quantity (optionally set an expiry).
- Comp Invites → Require email verification: when ON, the recipient must verify via a 6-digit email code before the claim completes (recipient email is required).
- Comp Invites → Require email verification: when OFF, the invite link is effectively public — anyone with the link can claim tickets instantly (email can be left blank on the invite).
- After a successful claim, the claimant can access printable tickets from the claim flow, and confirmations/tickets are sent to the email address used during the claim.
Pro tips
- Clear exception backlog before event day; day-of queues should stay quiet and fast.
- If an action fails, double-check Active Event and your role scope before retrying.
Scanner Setup (pairing QR, operator PINs, session duration, override PIN)
Where: Ticketing → Operations → Scanner Setup
Used for: Preparing entry operations: pairing scanning devices to the event and creating/scoping scanner operators securely.
Configure
- Select the Active Event (header).
- Open Ticketing → Operations → Scanner Setup.
- Use the pairing QR/URL to pair scanning devices (pairing link uses `/scanner/#/pair?pairing_token=...`).
- Create scanner operators (optionally email PINs), and set session duration as needed.
Use day-to-day
- Rotate the pairing token if you suspect the QR/link leaked or after a major staffing change.
- Enable/disable operators to control who can scan for the event.
- Use an override PIN only for controlled operational scenarios; clear it when no longer needed.
Pro tips
- Pair devices before gates open; don’t wait for the first queue spike.
- Treat operator PINs like credentials — rotate/reset if shared accidentally.
Check-in operations (scan quality, offline mode, and validation flow)
Where: Ticketing → Operations → Check-In
Used for: Running entry operations: scanning QR codes, validating tickets, committing check-ins, and handling spot issues fast.
Configure
- Confirm Scanner Setup is complete (paired device + active operator) before gates open.
Use day-to-day
- Use camera scanning or a keyboard wedge scanner, depending on device setup.
- If connectivity is unreliable, use Offline Mode where supported and sync when back online.
- Resolve scan failures by validating ticket state (already used/invalid) and operator/event selection.
Pro tips
- If scan counts don’t change, verify Active Event, operator state, and device pairing first.
- Keep one “manual entry” operator ready for edge cases (damaged QR, device camera issues).
Attendee List (filters + CSV export)
Where: Ticketing → Attendees → Attendee List
Used for: Helping support and operations teams find attendees quickly (checked-in vs pending) and export lists for gates/finance/workflows.
Configure
- Select the Active Event (header).
Use day-to-day
- Filter attendees (e.g., checked-in/pending) and narrow by ticket type where available.
- Export CSV for offline reconciliation, incident response, or stakeholder reporting.
Pro tips
- Export right before doors open if you need a “snapshot” list for offline backup.
Post-event reconciliation (analytics + closeout)
Where: Ticketing → Analytics → Reports (+ Attendees → Purchase History)
Used for: Closing the loop after the event with auditable attendance and sales outcomes (sold vs checked-in vs refunds/adjustments).
Configure
Use day-to-day
- Analytics → Reports: review sales/ticket/attendance metrics for the Active Event.
- Attendees → Purchase History (admin): verify order timelines and investigate anomalies.
- Cross-check attendee exports against check-in outcomes for any disputes or audits.
Pro tips
- Reconcile exceptions first; they often explain discrepancies in totals.
Public Events Page controls (copy link, preview, customize)
Where: Ticketing → Configuration → Public Events Page
Used for: Managing the tenant public events page surface and quickly copying/previewing the buyer-facing events listing for QA and stakeholder review.
Configure
- Open Ticketing → Configuration.
- Use Copy Link to copy the tenant public events page URL.
- Use Preview to open the tenant public events page.
- Use Customize to open the tenant portal page where branding/layout can be adjusted.
Use day-to-day
- Use alongside Publish/Unpublish in Sales → Events to validate what the public events page should show.
Pro tips
- If Copy/Preview fails, your tenant subdomain is likely missing — add it before relying on these controls.
Fraud Detection (event security controls)
Where: Ticketing → Configuration → Fraud Detection
Used for: Monitoring and controlling fraud-related signals and policies for ticketing operations.
Configure
- Select the Active Event (header).
- Open Ticketing → Configuration → Fraud Detection.
Use day-to-day
- Use fraud controls as part of the exception triage process (especially during peak sales windows).
Pro tips
- Keep fraud policy changes minimal during doors-open unless you have a clear incident.
Discovery Management (platform admin only)
Where: Ticketing → Configuration → Discovery Management
Used for: Platform admin workflows for discovery/search surfaces; hidden for tenant admins without platform access.
Configure
Use day-to-day
- If you do not have platform admin access, this tab won’t be available (or will show “Platform admin access required”).
Pro tips
- Treat discovery changes as platform-level configuration; validate across tenants/environments where applicable.
Runbook
Step 1 — Configure event ticketing
- Open Sales → Events and click Configure for the target event.
- On the configuration page, set up Pricing & Revenue (tiers/prices/inventory/sale windows).
- Review advanced sections (Verification, Policies, Visibility, Images, Metadata) as needed.
- Confirm saves (auto-save or manual Save) before leaving the page.
Exit condition: Event has valid ticket setup and persistence confirmed.
Step 2 — Validate buyer surface
- Use Preview to validate the buyer event page route and content.
- Publish/unpublish as needed and re-check the public events page.
Exit condition: Buyer-facing path is visible and usable.
Step 3 — Manage orders and attendees
- Select Active Event before working event-based queues.
- Handle refunds, transfers, resale, and comp-invite exceptions as needed.
- Export attendee lists (CSV) for operational backup if required.
Exit condition: Order flow remains controlled with resolved exceptions.
Step 4 — Run check-in and reconcile
- Prepare scanner/operator readiness (pairing + operator PINs) before doors open.
- Run Check-In operations and monitor scan outcomes during entry.
- Close out with Analytics → Reports and reconcile against exceptions/purchase history.
Exit condition: Entry operations are complete and post-event state reconciled.
Daily checklist
- Confirm the Active Event for today’s operations.
- Clear exception queues (refunds/transfers/resale/comp invites) before doors open.
- Verify scanner readiness (pairing QR + operator PINs) for today’s events.
- Preview buyer-facing pages after config/publish changes.
Troubleshooting
- If Operations/Attendees/Analytics look empty, select an Active Event first.
- If Preview/Copy Link fails, your tenant subdomain may be missing.
- Missing tabs usually indicate entitlement or role scope mismatch.
- If check-in fails, verify device pairing + operator activation before retrying scans.
