15 — Emailing ticket holders
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What it is
Email Ticketholders lets you send an update to everyone holding a ticket to your event: new door times, a venue change, what to bring, or that the event is postponed or cancelled.
These are service messages about someone's ticket, not marketing. They go to every ticket holder, and there's no unsubscribe. Use them for things people need to know about the event they're going to. For promotion, see Marketing permission.
Find it under Marketing → Email Ticketholders on your event.
Who receives it
- Everyone who currently holds a ticket, including people a ticket was transferred to, and holders of cancelled tickets (so a cancellation notice reaches them).
- Not people whose tickets were refunded, or buyers who sent all their tickets to someone else.
- One email per person, however many tickets they hold.
Sending an update
- Choose Send New Email Update.
- Write a subject and message. Your event's name is added to the start of the subject automatically, so people can tell which event it's about at a glance.
- Tick Email this message to all future ticket purchasers if people who buy later should get it too.
- Choose Send me a preview to see it in your own inbox first, exactly as ticket holders will. Nobody else gets it.
- Choose Send now.
The page shows sending progress as it happens: delivered, queued and failed, and who each email went to.
Messages are plain text. Web addresses you type become links automatically, and links to any site work. Formatting like bold isn't supported.
Each email also includes your event's date and time. The venue is included only if that person can already see it. A secret venue stays secret until your reveal rules say otherwise.
After it's sent
- Catching people up. If someone bought a ticket or was transferred one after you sent, the update shows them as not having it. Send it to just those people. Nobody gets a second copy.
- Failed deliveries are retried automatically a few times. Any that still fail are listed, and you can retry them.
- Opens and clicks are shown where the person's email app reports them. Treat them as a rough guide: many email apps hide opens.
- A sent update can't be edited or deleted. It's the record of what your ticket holders were told. Drafts can be edited or deleted.
Large events
Updates send at a steady pace so they're accepted by email providers. To a few thousand people, allow up to half an hour for everyone to receive it. New buyers' tickets always go out first, even while a large update is sending.
Who can send updates
Owners, Admins, Managers and the Marketing role. The update records who wrote it and who sent it.
Good to know
Keep it about the event. Ticket holders can't opt out of these, so use them for things they need to know.
Sending the same update twice is safe. Nobody receives a copy they already have.
Replies aren't collected here. If you want replies, include your contact details in the message.