What is personalization and how does it work

Personalization is a tool which can be used to gather more data about the visitors of your event. For example when someone buys four tickets, with personalization you gather the personal data of all four visitors and not only the person who bought the tickets.

PERSONALIZATION SETTINGS BACKEND SEATED

At the ticket type level, you need to set whether personalization is applicable or not. Open the ticket type and click on Advanced Settings in the menu. Please note that when activating personalization, it applies to both tickets booked from the backend Seated and from the online shop.
If you do not want this to apply to backend tickets, create a separate ticket type and disable personalization there.

It is important to consider beforehand whether personalization should be done for all tickets. For example, Child tickets do not always have an email address, and you cannot enter multiple email addresses. In this case, create a differentiation between Adult and Child tickets in advance, even if they have the same price.
If it is too late to change this setting, you can advise, if requested by an individual, to enter a fictitious email address to complete the personalization. In practice, communication often only occurs with the main booker, so that email address is important. A Child will not likely be the main booker.

PERSONALIZATION SETTINGS BACKEND ONLINE SHOP

In the backend of the online shop, you have various settings related to personalization. In general, personalization can be done in this way:

• after order completion, personalization takes place via email or through MyAccount

1. Order personalization
   
   Here, you indicate whether personalization can take place in the online shop, on the success page (after order completion) or in MyAccount. If it is not activated, personalization is only possible through the email confirmation.

2. Order download enabled
   
   Here, you indicate whether someone can download their order after successful completion, either through the success page or in MyAccount. If it is not activated, it is only possible to download the ticket from the email confirmation. If the personalization policy (point 3) is set to after check out, you do not need to activate this setting. Otherwise, the ticket can be downloaded before personalization takes place. However, you can address this by modifying the URL of the success page in the backend. This way, the ticket cannot be downloaded directly, not even through MyAccount, as it will also indicate that the ticket needs to be downloaded first.

3. Personalization Policy
   
   Here, you set whether personalization takes place before order completion (see further how it looks) or after order completion and then via email.

For personalization of tickets (via email), you will be redirected to a personalization page. You can style this page in the shop within the Environment tab.

The personalization consists of 3 pages, and you can customize the text for each page.

The fields that are requested are the same as the fields that are requested for contact information in the respective shop. If you send personalization via the backend, the fields will be taken from the shop marked with a yellow asterisk.

For personalization via email, you will receive an email with a button that allows you to start the personalization process. This email can be customized in email layouts. Another option for personalization is to go to MyAccount and find the order under Orders.

As the main booker, you can always download the ticket, after personalization, for each individual. You can also withdraw a ticket by resetting it. When you click on reset, you will first see an additional warning. After the reset, the barcode remains unchanged.
No email will be sent when resetting.

If someone loses their email and therefore the link to their personalization, they can go to their MyAccount and find the order under Orders. In this case, click on Manage personalization.

The name of the personalized person will also appear on the ticket. In this example, the name is 'Pieter Testmp - 1 Jan 2019', do not confuse it with a name with a date.

If one order contains 2 or more ticket types, some of which need to be personalized and some not, the non-personalized tickets can still be downloaded. See the example below with the CHILD ticket.

For tickets offered through resell, the personalization flow is no different.

Personalization expires when a ticket is sent to the Guest Manager.

In the case of football clubs wanting to personalize and only one ticket per person can be purchased, it is advised not to use personalization as the data itself is already sufficient.
In the case of linking friends (which is not recommended), you need to set the personalization to Before checkout. This is because the C3V check takes place during the purchase process, not afterwards.

Side note 02/11/23: One of the requests is to collect more fields for certain ticket types, including hospitality.

CONSENT PERSONALIZATION

If you also want to collect consent from the person/persons being personalized (in addition to the purchaser), select all matches in the created consent. This way, everyone who personalizes will also need to check the consent box (optional). This way, you can enrich your data for future communication.

PERSONALIZATION DASHBOARD BACKEND

Under the Tickets tab of the main booker, you can see which tickets have been personalized for whom.

The opposite does not apply. As a personalized person, you do not directly see who the main booker is, but you can click on 'recipient' to access the main booker.

From the backend, you can quickly assist someone by either completing their personalization or resending the link. To do this, open the order, click on the three dots, and click on Open personalization.

If someone loses their link to their personalization page, there are 3 ways to retrieve it:

1. The easiest way is to find the link through the order, as described above.
2. An alternative is to log in to the shop and retrieve the link through MyAccount.
3. Finally, you can also export all links from the order overview by checking the 'Add personalization link' box in the intermediate step towards the export.
   

To view the personalization data, you can download a Visitor report per event, and the columns W through AN will show this data.

Good to know: if you send tickets from the backend and personalization does not work from the email, it is because you did not make the star of the online shop yellow.

PERSONALIZATION FLOWS IN THE ONLINE SHOP

In summary, the steps taken to personalize tickets are:

1. Once the order is completed, the main booker receives an email confirmation with a link to the personalization page.
2. On this page, it is possible to claim a ticket and/or share it for someone else to personalize.
3. When sharing a ticket, you choose through which channel you want to do that.
4. When the person receives the shared link, they can fill in and submit their details.
5. Once all the information is filled in, the ticket can be downloaded immediately. This download button can be deactivated by the organizer by deactivating Download order enabled in the backend of the shop.
6. As the main booker, you can easily see the status (changing) in your overview, and you can also download each ticket from here.

Example of sharing a link via WhatsApp

Overview page for the main booker