Use this link to share with your colleagues:
How to Direct Your Patrons' Emails to the Right Person on Your Team: https://help.pm.leapevent.tech/a/1572644
Sometimes, your patrons will reply to a confirmation email or email someone listed in an error message. To streamline communications, it's important to make sure that these emails go to the right person on your team.
Below, we'll show you how to update your PatronManager account so that the best person for the job receives these emails in the future.
Getting this updated should take about 5-15 minutes.
First, figure out why your patron emailed
There are three potential reasons your patron emailed:
- They replied to a Ticket Order, Donation, or Signup Form confirmation email
- They sent an email to the address provided on the "down for maintenance" page they saw when attempting to buy a ticket, make a donation, or sign up for your email list
- They were attempting to purchase a ticket, but received an "unable to confirm purchase" error message during checkout, and sent an email to the email provided in that error message.
So how do you know which one it is?
Take a look at the email you received. At the bottom, you'll see a copy of the message your patron sent, and by reading it, you can deduce what happened. Here's an example of each:
The giveaway here is that you'll see the automatic confirmation message the client replied to at the very bottom of the email chain.
Additionally, your patron will not mention an error message or a "down for maintenance" page.
Your patron will likely reference an error message, error screen, or "down for maintenance" page in their email. They may also reference tickets, donations, or joining an email list.
Your patron will likely reference tickets, and mention something about confirmation. They may also reference a specific ticket order number.
Now you can update PatronManager so these emails will come to the right person
Follow along with our article, How to Set a "From" Email Address. This will guide you through steps to change the address your clients get confirmation emails from - like an info@ or boxoffice@ address for your organization - meaning that when a patron replies to one of these emails, the message will go directly to your box office.
When you get to the second part of that article, you'll see there are different steps to take for setting a "From" email address for your ticketing, donation, and signup confirmation emails. We recommend you go ahead and check who's set as the "From" email address for each of these confirmation types now, so you don't have to worry about this again in the future.
Follow along with our article, How to Set the Site Contact for your Public Sites. This will guide you through steps to change the email address provided on a "down for maintenance" page - meaning that when a patron clicks "contact us" on one of these pages, the message will go directly to the person you decide.
The article shows, as an example, how to set the Site Contact for your Ticketing page. We recommend you go ahead and set the Site Contact for all your Sites now, so you don't have to worry about this again in the future.
Follow along with our article, How to Add Contact Information to your Public Ticketing Site Error Message. This will guide you through steps to change the email address provided in an "unable to confirm order" error message - meaning that your patron will be get the information they need to ask the right person at your organization about their order.
If you can't pinpoint why the client emailed, set up organization-wide email addresses, set a Site Contact for your public sites, and add contact information to your ticketing site's error message.
Doing all of this at once will ensure you won't have to make these sorts of updates in the future.