For event organisers, venues, attractions and ticketing companies
A ticket is never just a ticket.
Memberships, passes and the busiest days bring people to you in their thousands, and every one of them cares.
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What we do
The confirmation hasn’t arrived, a name needs changing, someone needs a wheelchair space, and a date has moved. Each needs answering to your policy, in the words you’ve approved.
Which parts we take on is up to you
It could be your ticket holders answered, by email, chat, social and phone. It could be the name changes, exchanges and refunds made in your ticketing system, your access line, or exhibitors’ and traders’ forms followed up before an event.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
What a ticket buyer asks changes with how close the event is, from the morning tickets go on sale to the day after the visit.
Buyers at the on-sale
The morning tickets go on sale, and the presale before it
- “My payment went through, but I’ve had no confirmation”
- A presale code that won’t work
- Charged twice for the same tickets
- Twenty seats together, for a group
- Booking a day for the summer holidays
- A wheelchair space and a companion ticket
Ticket holders, waiting
The weeks between buying and going
- Where are my tickets?
- Can we use our annual pass on a bank holiday?
- Can I put the ticket in a friend’s name?
- I can’t go. Can I swap, or have a refund?
- The date has moved. What happens to my ticket?
- Renewing a membership or an annual pass
People on the day
From the morning of the event to the day after
- What time are doors, and where do we park?
- What can I bring in, and is there an age limit?
- Is it still open in the rain?
- My ticket won’t open on my phone
- A complaint about the view, the queue or the sound
What we’d take on
From the on-sale to the day after.
Each is its own piece of work, done in your name and in your own ticketing system.
Tickets found, sent and sorted.
Missing tickets found and sent again, an email address put right, app log-ins helped, and questions about the event answered from your own notes.
- Tickets that haven’t arrived
- App and log-in problems
- Door times, parking and what to bring
- Complaints after the event, taken in full
Missing tickets · An arena, the day before
“Our tickets still haven’t come through”
- Order found in your ticketing system
- A typo in the email address, now put right
- Tickets sent again, and arrival confirmed
On the order, with the corrected address
Changed or refunded to your policy.
Name changes, exchanges and refunds made in your ticketing system. When a date moves, every request is worked through in the wording you’ve approved.
- Tickets put in someone else’s name
- Exchanges for another date
- Refunds your policy allows
- Everything else brought to you
Name change · A festival, the week before
Two tickets, bought by someone who can no longer go
- Buyer checked against the order
- Both tickets put in the new names, under your policy
- New tickets sent, and the old ones cancelled
To you
Your terms close name changes on Friday, but the confirmation email doesn’t mention a cut-off.
On the order, with both new names
Access and group bookings, taken with care.
Access requests taken by phone or email, following your own scheme, and added to the customer’s account. Group requests taken in full for your box office to price.
- Wheelchair spaces and companion tickets
- Other access needs, as your scheme sets out
- School and group visits
- Group requests passed on, ready to price
Access request · A theatre
A wheelchair space and a companion seat for Saturday
- Taken as your access scheme asks
- Added to the customer’s account
- Payment link sent, so no card details on the call
Booked, and noted for the venue team
Ready before the busiest days.
Cover planned with you ahead of an on-sale or a busy week, so the people answering know it before it starts. On the day, the helpline and the social inbox answered while it’s on.
- On-sale mornings and presales
- Event weeks and bank holidays
- The helpline on the day
- Social messages and comments as they come in
On the day · A theme park, bank holiday Monday
“Our entry is for ten, and we’re stuck in traffic”
- Booking found
- Moved to the next entry time, as your policy allows
- Told where to park when they arrive
Changed on the booking
Members and passes, renewed and looked after.
Memberships, season packages and annual passes renewed and changed, and members helped with priority booking and their benefits.
- Renewals and changes
- Priority booking windows
- Members’ benefits and cards
- Questions about a lapsed membership
Renewal · An arts venue’s membership
Renewal reminder never arrived, and the membership lapsed
- Member found from their name and postcode
- Renewed through your secure payment link
- Noted
- The email address on the account was out of date, now corrected
Renewed, in time for priority booking
The people behind the event, too.
For a ticketing company, the organisers who sell through you, helped to set up their events and answered about their sales. For a conference or an exhibition, exhibitors’ forms and stand bookings followed up.
- Organisers helped to put an event on sale
- Questions about their sales, answered from your notes
- Exhibitors’ forms chased before the deadline
- Stand and delegate questions
Organiser support · A ticketing company
An organiser’s event isn’t showing as on sale
- Event found, still saved as a draft
- Taken through publishing it, from your guide
- On sale, and the organiser told
Logged against the organiser’s account
Around the box office
And the things you hadn’t thought to ask for.
A ticket helpline may be what you had in mind. This is what else we could set up, run or plan with you.
- We set it up
One set of answers for each event
Opening and door times, age limits, what can be brought in and how refunds work, written down once for each event so that every channel says the same.
Processes and knowledge base - We set it up
What buyers got stuck on
A way of recording why people got in touch during an on-sale or an event, set up so you can use it before the next one.
Reporting - We set it up
“What time are doors?”, without a queue
An AI assistant for the routine questions, answering from notes you’ve approved and handing everything else to a person.
AI for customer service - We run it
A line held ready for a change of plan
A standby line set up and tested with you in advance, with the wording agreed, for the day a date has to be cancelled or moved.
Dedicated helplines - We run it
Fake ticket sellers under your posts
Comments on your event pages checked against your rules, and the accounts offering spare tickets hidden or reported.
Content moderation - We plan it with you
Before next season goes on sale
How ticket-holder contact is organised across a run of events, and what to change before the next announcement.
Consultancy
More than one event at a time
Four events, on the same Thursday.
With several events on the books, or a season running, each is at a different point on any given day, and each brings different questions. This is how one Thursday might look across four of them.
One Thursday, four events
An illustration
A spring tour
On sale since ten this morning
Its stage is On sale
“My payment went through, but I’ve had no confirmation.”
Order found in your ticketing system, and the confirmation sent again
A summer festival
Seven weeks away
Its stage is Waiting
“I can’t go any more. Can my sister have my ticket?”
Name changed under your policy, and a new ticket sent
A theme park’s summer season
Open daily until September
Its stage is Event day
“We missed our timed entry this morning. Can we come this afternoon?”
Moved to an afternoon slot, as your policy allows
A concert moved to the autumn
New date announced last week
Its stage is After
“Is my ticket still valid, or can I have my money back?”
Answered in your approved wording, and the refund raised under your policy
Each is answered from that event’s own notes, in your ticketing system and to your policy.
The team behind it.
Ticket holders deal with you throughout. The team works in your ticketing system, to your policy and your notes for each event.
Employed by us, and coached by us
Trained on your events and your policy before they answer anyone. Each team has a team lead whose job is coaching.
How we workA location to suit your audience
The Philippines, Portugal or Ireland. The hours, the languages your buyers speak and the kind of work decide which, and we agree it with you before anything starts.
Where we workBuyers’ details
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things event organisers, venues and ticketing companies are likely to ask first.
What kind of work can you help us with?
It could be your ticket holders’ questions, name changes, exchanges and refunds, access and group bookings, cover for an on-sale or the day itself, your members and annual passes, or the organisers and exhibitors behind your events. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just the on-sale, or the busiest weeks of the season?
Yes. Those dates are known in advance, so the cover is planned with you ahead of time. We work back from the on-sale date, so that everyone covering it has been trained on the event before the morning. How much cover you keep between events is yours to decide.
Does the team make name changes, exchanges and refunds, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can make whatever your policy allows, in your ticketing system. Or you can keep every refund yourselves. Anything your policy doesn’t cover comes to you with the order and the request.
Will the team work in our ticketing system?
Yes. That might be your ticketing system, with a helpdesk or a shared inbox beside it. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How does the team learn our events, rides and attractions, and keep up as new ones are announced?
Through training, before anyone answers a ticket holder. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New events are trained in as they’re announced, from your notes for each one.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can the team take access requests?
Yes. The team takes access requests by phone or email, following your access scheme. They ask only for what the scheme needs, and it goes on the customer’s account in your own system. Where a ticket has to be paid for, the buyer pays through your own page or link. The team never hears or sees a card number.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work event organisers, venues and ticketing companies are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your ticketing system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for travel and hospitality businesses.
- Travel, hospitality and leisureThe whole group, and a show that has to move followed to the end.
- Seasonal and peak coverCover planned around an on-sale, an event week or a season.
- Customer serviceEmail, chat, social and phone, answered in your name.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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