Ticket Flags: Track Issues and Accessibility Requirements

• Mark tickets with issues, requirements, or notes that need tracking
• Classify flags by type and priority for organised workflow management
• Add comments to build an audit trail of actions taken
• Track resolution status from open through to resolved or closed
• View flags during ticket scanning to alert door staff

• Accessibility requirements: Wheelchair access, assistance animals, visual or hearing impairments
• Dietary requirements: Food allergies, special meal requests for catered events
• VIP treatment: Guest list, backstage access, special seating arrangements
• Payment issues: Failed payments, refund requests, disputed charges
• Admission problems: Entry denied, duplicate tickets, verification issues
• Technical issues: QR code scanning failures, app problems, ticket delivery failures
• Suspicious activity: Multiple redemption attempts, fraudulent bookings
• Manual review needed: Unusual orders, bulk purchases, high-value transactions

At a glance: Create a flag on a ticket, classify it by type and priority, add comments as you work on the issue, then mark it resolved or closed when complete.

Think of it this way:

• Type tells you what kind of attention is needed
• Priority tells you how urgently it needs attention
• Status tells you where it is in your workflow
• Comments tell you what's been done so far

• Flag ID: Unique identifier for tracking and reference
• Ticket details: Seat location, category, price
• Order number: Link to the complete order
• Event date: Performance or date the ticket is for

• Type: What kind of issue or requirement (see Flag Types below)
• Priority: Urgency level (Low, Medium, High, Critical)
• Status: Current state (Open, Resolved, Closed)

• Initial comment: Description of the issue or requirement
• Comments: Ongoing discussion and notes from staff
• Flagged by: User or device that created the flag
• Flagged at: Date and time the flag was created
• Resolved by: User or device that resolved the flag (if applicable)
• Resolved at: Date and time of resolution (if applicable)

1. Suspicious Activity: Multiple redemption attempts, fraudulent behaviour, unusual patterns
2. Payment Issue: Failed payments, refund requests, disputed charges, balance problems
3. Admission Problem: Entry denied, ticket verification failed, duplicate tickets
4. Technical Issue: QR code scanning failures, app errors, ticket delivery problems
5. Manual Review: Bulk orders, high-value purchases, unusual requests requiring approval
6. Other: Dietary requirements, accessibility needs, VIP arrangements, special requests

• Requires immediate attention
• Blocks customer from entering event
• Potential security or safety concern
• Major payment dispute

• Should be addressed before event start
• Significant customer impact
• Important accessibility requirement
• Time-sensitive issue

• Standard priority for most flags
• Should be reviewed within normal workflow
• Moderate customer impact
• Non-urgent special requests

• Informational notes
• Post-event follow-up items
• Minor requests or observations
• No immediate action required

• Flag has been created
• Issue is active and unresolved
• Requires attention from staff
• Appears in dashboard alerts

• Issue has been addressed
• Customer requirement has been met
• Problem has been fixed
• Can be reopened if needed

• Flag is permanently closed
• No further action required
• Issue was not valid or cannot be resolved
• Can be reopened if needed

• You must have the TicketFlags permission for the event's organisation
• This permission is typically granted to event administrators and box office staff

1. From the Order Dashboard: View and manage flags for tickets in a specific order
2. From the Admin Panel: View all flags for an event, filtered by status
3. During Ticket Scanning: Flags appear when scanning tickets at admission (view only)

1. Navigate to the order containing the ticket
2. Click on the specific ticket you want to flag
3. Scroll to the ticket details section
4. Click Create Ticket Flag
5. Select the Flag Type from the dropdown
6. Choose the Priority level
7. Enter an Initial Comment describing the issue (minimum 5 characters)
8. Click Create flag

1. Navigate to the order containing the tickets
2. Select multiple tickets using the ticket selector
3. Click Create Ticket Flags (note the plural)
4. Select the Flag Type from the dropdown
5. Choose the Priority level
6. Enter an Initial Comment that applies to all selected tickets
7. Click Create flags

• What went wrong
• When it occurred
• Impact on the customer
• Any steps already taken

• What the customer needs
• Why it's important
• Deadline or timing constraints
• Contact information if follow-up required

• "Wheelchair access required. Customer uses power chair. Needs aisle seat row A."
• "Payment failed at checkout. Customer attempting to use different card. Holding seats."
• "QR code not scanning. Ticket sent to customer@email.com. Verified order manually."

• "Issue" (too vague)
• "Call customer" (doesn't explain why)
• "VIP" (doesn't specify requirements)

1. Navigate to your event's admin page
2. Click Ticket Flags in the Operations menu
3. Use the filter buttons to view:
   • All: Every flag regardless of status
   • Open: Active flags requiring attention
   • Resolved: Issues that have been addressed
   • Closed: Permanently closed flags

• Type: Flag category (colour-coded icon)
• Priority: Urgency badge (Critical, High, Medium, Low)
• Order #: Link to the complete order
• Ticket: Seat or ticket category information
• Status: Current state badge
• Flagged: Date and time created

1. Navigate to the order
2. Scroll to the individual ticket section
3. Click on a ticket that has a flag
4. The flag details appear below the ticket information
5. Flag indicators show:
   • Flag ID number
   • Type and priority badges
   • Current status
   • Initial comment preview

• Flag type and priority badges
• Current status badge
• Order number (clickable link)
• Ticket details (seat location, category, price)
• Flagged by (user or device name)
• Flagged at (date and time)
• Initial comment (full text)

• Resolved by (user or device name)
• Resolved at (date and time)

• Mark Resolved (if Open)
• Mark Closed (if Open)
• Reopen Flag (if Resolved or Closed)
• Edit Details (change type or priority)
• View Comments (see discussion history)

1. Open the flag details
2. Click Edit Details
3. Select a new Flag Type if needed
4. Adjust the Priority level if urgency has changed
5. Click Save Changes

Note: You cannot edit the initial comment. Add new information using the Comments feature instead.

• Initial classification was incorrect
• Situation has escalated (increase priority)
• Issue has been reclassified (change type)
• Urgency has decreased (lower priority)

1. Open the flag details
2. Ensure the problem is actually fixed or requirement has been met
3. Click Mark Resolved
4. The status updates to "Resolved" immediately
5. The resolved date and user are recorded

1. Open the flag details
2. Click Mark Closed
3. The status updates to "Closed" immediately

• Resolve: Issue fixed, requirement met, problem solved (may need reopening)
• Close: Invalid flag, duplicate entry, cannot be resolved, customer withdrew request

1. Open the flag details
2. Click Reopen Flag
3. The status returns to "Open"
4. Consider adding a comment explaining why it was reopened
5. Review priority and type to ensure they're still appropriate

• Issue recurred after being marked resolved
• New information came to light
• Customer requirement changed
• Flag was closed in error

• Document actions taken
• Record conversation with customer
• Share information between staff members
• Note follow-up requirements
• Explain resolution steps

• Author name (user or device that created comment)
• Date and time posted
• Full comment text

1. Click View Comments to open the comments section
2. Read existing comments if present
3. Type your comment in the text box
4. Click Add Comment
5. The comment appears immediately at the bottom of the list

• You take any action on the flag
• You contact the customer about the issue
• The situation changes
• You're handing off to another team member
• You mark the flag as resolved

• "Contacted customer by phone. Confirmed wheelchair accessible seat in row A. Customer satisfied."
• "Payment issue resolved. Customer used alternative card ending 4532. Order processed successfully."
• "QR code scanned successfully at door using backup device. Customer admitted without issue."
• "Customer dietary requirement passed to catering team. Vegetarian meal confirmed for seat B12."

1. Click View Comments from the flag details
2. Scroll through the comment history
3. Each comment shows author and timestamp
4. Most recent comments appear at the bottom

• A flag indicator appears on the scan result screen
• The flag type and priority are displayed
• Staff can view the initial comment (read-only)
• The ticket can still be admitted (flags don't block entry)

• Security staff can identify VIP guests
• Door staff can prepare for accessibility requirements
• Box office can spot potential issues before they escalate

• Full order data exports (CSV/Excel)
• Ticket lists with flag indicators
• Custom reports (if your organisation has reporting enabled)

• Flag ID, type, priority, status
• Ticket and order information
• Created and resolved dates
• Initial comment text
• Flag creator information

• Small badge on tickets that have active flags
• Flag count in order summary
• Quick preview of flag type and priority

1. Find the order in the admin panel
2. Navigate to the specific tickets requiring accessible seating
3. Click Create Ticket Flag on each ticket
4. Select Flag Type: Other
5. Set Priority: High (must be addressed before event)
6. Initial Comment: "Wheelchair access required. Customer uses power chair. Contact: customer@email.com"
7. Create the flag
8. Add a comment after arranging accessible seating: "Moved to accessible row A seats 1-2. Customer notified by email."
9. Mark as Resolved

1. Lock the seats temporarily (if available)
2. Create a flag on the held tickets
3. Select Flag Type: Payment Issue
4. Set Priority: Critical (time-sensitive)
5. Initial Comment: "Payment failed. Customer retrying with different card. Hold until [time]. Contact: [phone]"
6. If payment succeeds:
   • Add comment: "Payment processed successfully using card ending [digits]"
   • Mark as Resolved
7. If payment fails again:
   • Add comment: "Customer unable to complete payment. Releasing seats."
   • Mark as Closed
   • Release seat locks

1. Verify order manually in the system
2. Admit the customer using manual redemption
3. Create a flag on the ticket
4. Select Flag Type: Technical Issue
5. Set Priority: Medium
6. Initial Comment: "QR code failed to scan on devices A and B. Manually redeemed. Order #[number] verified valid."
7. If this is recurring for multiple customers:
   • Increase priority to High
   • Add comment noting pattern
   • Investigate technical cause

1. Navigate to the VIP guest's tickets
2. Create flags on all tickets in their party
3. Select Flag Type: Other
4. Set Priority: High
5. Initial Comment: "VIP guest - [Name], [Organisation Role]. Provide backstage passes at will call. Contact: [staff member]"
6. Add comments as arrangements are confirmed
7. After the event, mark as Resolved

1. Navigate to the school group order
2. Select the 5 tickets for vegetarian students
3. Click Create Ticket Flags (multiple)
4. Select Flag Type: Other
5. Set Priority: Medium
6. Initial Comment: "Vegetarian meal required. Part of school group booking. Catering notified."
7. Create flags (creates 5 identical flags)
8. Add comment to each flag when catering confirms
9. Mark all as Resolved after event

• Only users with TicketFlags permission can create, edit, or resolve flags
• Flags are visible to all staff with access to the event's admin panel
• Comments show author name for accountability
• Audit trail cannot be deleted or modified (flags can only move forward through states)

• Automatically block ticket admission or scanning
• Send notifications to customers
• Modify ticket prices or order totals
• Transfer between tickets or orders
• Appear on customer-facing ticket PDFs

• Provide internal staff notes and tracking
• Appear during ticket scanning (read-only)
• Include in data exports and reports
• Maintain complete audit history

• Include names, dates, contact information
• Describe actions taken, not just the problem
• Reference external communication (emails, phone calls)

• Don't mark everything Critical (undermines the system)
• Escalate priority if situation changes
• Lower priority after immediate threat passes

• Add comments when you take action
• Resolve or close flags promptly
• Reopen if the issue recurs

• Agree on team conventions for classification
• Train staff on when to use each type
• Review flag usage periodically to maintain consistency

• Check open flags before events
• Follow up on high-priority items
• Close resolved flags after events conclude

• [Viewing and Managing Orders] - Complete order details and editing
• [Swapping Tickets] - Moving tickets between event dates
• [Balances and Payments] - Tracking financial aspects

• [Ticket Scanning and Admission] - How flags appear during check-in
• [Reporting and Data Export] - Including flag data in reports
• [Requests] - Managing ticket requests before issuing

• [User Permissions] - Granting TicketFlags permission to staff
• [Organisation Settings] - Managing team members and roles