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The Checkout Flow
We strive to give both the very best user experience possible for both our customers, the organisers, and their customers, the attendees.
We’ve therefore designed our checkout flow to be a little different from most traditional event registration platforms. You can read more behind the decision to do this in our blog post from 2014: http://blog.tito.io/posts/ticket-purchase-flow
Ask for minimal information upfront
It’s always been very important to us that our users are never presented with any type of panic-inducing form. So instead, we only ever ask for the minimum amount of information required to complete the transaction. If we’re not providing a fast and simple method for a customer to secure a ticket, we’re doing it wrong. In addition, having fewer form fields up-front can significantly impact conversions.
In its very simplest form (excuse the pun), the registration overlay consists of two fields, name and email. Company name can be optionally added by the attendee.
That’s it, that’s all we need for a free ticket:
For paid tickets we obviously need payment details too:
Again, Company name can be optionally added as well as VAT number.
If you’d like additional information to be collected at this stage, we allow a few required fields to be enabled:
- Show/Require company name (as opposed to user selectable)
- Require VAT number
- Require billing address
- Require country
- Show phone number
These settings can all be found in Customize > Homepage > Overlay options
Having fewer form fields upfront can significantly impact conversions so we recommend only collecting additional information if it absolutely necessary (e.g. if it’s a legal tax requirement)
Any information collected at this stage will only be associated with the Order, not the Attendee. The data can be downloaded from Orders > Export.
What Happens Next
Once a registration has been made successfully—whether free or paid—a couple of things can happen, depending on the nature of the order.
Single ticket, no questions
If only one ticket has been registered and there are no associated Data Collection questions, we assume that the person who registered and the attendee are one and the same and auto-assign the ticket. In this case we also send a single email to the puchaser which includes a link to the online Order view, and their ticket details.
Anything else, i.e. multi-ticket orders and/or tickets with data collection questions
For most orders there will either be multiple tickets being purchased or Data Collection questions being asked.
In this case once the allocation of the ticket has taken place (free tickets secured, or payment taken) an email is immediately dispatched to the person who placed the order. This email includes a link to the order web view where an invoice can be downloaded and tickets can be assigned/reassigned.
The person who placed the order is then shown the ticket allocation screen where the tickets can be assigned and any Data Collection questions are asked.
Ticket can be assigned immediately or “snoozed” if the attendee is not yet known.
Once all the tickets for the order have been assigned or snoozed, a summary is shown along with contact details for the organiser and a link to the receipt.
On assigning a ticket the attendee receives the following email:
If there is one or more required questions to be filled, the attendee is asked to complete the ticket before any details are given:
What To Do About Unassigned Tickets
One of the potential drawbacks of not having people assign their tickets immediately is the dreaded unassigned ticket. But fear not, we do this deliberately to avoid the even worse scenario of purchasers being forced to enter bad data.
With unassigned tickets they can be easily identified and therefore managed. You can contact purchasers who have unassigned tickets and ask them to fill the details using our Messages tool:
Compare this with trying to identify someone who added their own details multiple times just to get to the next screen.
You can also clearly see unassigned tickets and who ordered them in the Attendees list:
What Are Incomplete Tickets
Incomplete tickets are assigned tickets that have required Data Collection questions that are not yet answered.
You can click Resend email to resend the ticket email asking them to complete the ticket:
Or you can target all incomplete tickets in the Messages tool: