DocumentationTutorials, scenarios & features
Discover our expansive knowledgebase and learn how to get the most out of Citizen Ticket.
Tutorials
- Getting started
- Create an event, set up your venue and set the date
- Create and customise your organiser landing page with your brand identity
- Adding team members to your profile
- Advanced ticketing
- Managing early bird tickets
- Enforcing a mandatory ticket with ticket purchases
- Understanding automatic capacity management
- Using Passes - Annual Memberships, Bundles or Passes
- Configuring your time slots for private party experiences
- Working with many dates
- Customer management
- Data & Reporting
- Traffic & tracking
- Exporting data to be used off-platform
- Themes
Scenarios
- Refunds and Cancellations
Features
- Account Details
- App
- Box Office
- Customer lookup
- How do I amend or cancel a magic checkout sale
- How do I exchange a customers tickets to a different time slot
- How do I issue complimentary tickets
- How do I override the price in box office
- How do I use the box office suite
- How do I use the magic checkout feature
- How do use the magic checkout feature
- Email Centre
- Event Setup
- Create and manage early bird tickets
- Ct template 2024
- Dates how do I cancel or postpone my event
- Dates how do I create multiple sessionstime slots for an event
- Dates how do I use multidate mode
- Dates how do I use the time slots power settings
- Donations how to add a donations option at checkout
- Duplicate event how do I duplicate my event
- Embed widget how do I embed a buy tickets form to my event website
- How do I make event buckets
- How do I pin an event
- How do I schedule a date to publish my event
- How do I set up a waiver form
- How do I set up gift vouchers
- How to activate exchanges
- How to set up exchange all tickets in a sale
- How to set up tentative bookings
- Images how do I add a promotional video to my event page
- Images media tile how do I embed a spotify link
- Location how do I delete a venue
- Location how do I set a location or change a location
- Location how do I set up an online event
- Location how do I set up my event when I havent secured a venue
- Multievent tools what are multievent tools
- Releases sidebar
- Sales digest notify me when my event or a timeslot sells out
- Title description how do I hide my event from public view
- Title description how do I set my event type
- Finance
- Livestream Hybrid Events
- How do I change the sales end date for a live stream event with watch again enabled
- Live stream events how do I make sure my events live stream broadcast is of high quality
- Live stream events how do I stream a thirdparty conference call to my live stream
- Livestream studio can I add an alternative viewing link to my livestream event
- Livestream studio can people watch my camera if I havent gone live
- Livestream studio how do I customise my events live stream page
- Livestream studio how do I end the live stream for my event closing your broadcast
- Livestream studio how do I send a broadcast message to viewers
- Livestream studio how do I set up my streaming software for my live stream event
- Livestream studio how do I start my livestream or go live
- Livestream studio how to download the recording after the livestream
- Livestream studio what happens if access opens and I havent gone live
- Livestream studio what is broadcast message
- Livestream studio what is livestream embed
- Livestream studio what is streaming software
- Livestream studio what stream quality will my viewers receive
- Livestream studio when should I enable watch again after my live stream has finished
- Livestream studio where do I find the live stream server url and key
- Location how do I create a hybrid event location
- Location how do I create a live stream event location
- Tickets can I create a free live stream ticket
- Tickets how do I create a live stream ticket type
- Tickets how do I create live stream ticket types for a watch again or rental period
- Tickets how do I create ticket types for a hybrid event
- Marketing
- After sale pop up how do I send a message to customers after they purchase a ticket
- Can I talk to somebody about marketing my event
- Continue shopping how do I allow customers to continue shopping for tickets to events on my organiser profile
- Discount codes how do I create a discount code for my event
- How do I capture customer data
- How do I create an access code for my event
- How to write a marketing optin message
- Marketing checkout settings
- Reward referrer how do I set up rewards for customers who refer my event to others
- Seo sharing how do I use seo sharing
- Super trolley how do I create add ons for my event e
- Super trolley traffic and tracking
- Traffic tracking how to add a moment
- What are urchin tracking module parameters
- Organiser Landing Page
- Other
- Refunds
- Reporting
- Attendees guests how do I view my attendeesguests
- Attendees guests seating plan
- How to export attendees and guests reports across multiple events
- How to export sales revenue reports across multiple events
- Sales digest how do I get weekly sale updates for my event
- Sales revenue how do I view my ticket sales
- Traffic tracking what is the traffic tracking tool
- Ticket Setup
- Activate ticket b when ticket a sells out
- How can I make a ticket type mandatory
- How can I ringfence some tickets for my event
- How do I absorb fees
- How do I activate the transfer functionality
- How do I create a custom wallet button with a link for a thirdparty conference call
- How do I set up a pass
- How do I stop all ticket sales for an event
- Tickets how can automatic quantities handle family tickets
- Tickets how can I create a ticket that allows customers to set their own price
- Tickets how do I activatedeactivate a ticket type for sale at a later date
- Tickets how do I collect the delivery addresses of my ticket purchasers
- Tickets how do I control the ticket ownership per person for my event
- Tickets how do I create a free ticket type
- Tickets how do I hide a ticket type
- Tickets how do I set my refund policy
- Tickets what is a foundation ticket
- Tickets what is ticket grouping
- Waiting list what is the waiting list feature
Configure ChatCT to handle your event FAQs on your behalf
What is ChatCT?
ChatCT is an AI chatbot which will answer questions from customers on your behalf and on behalf of our customer service team.
Why use ChatCT?
Using ChatCT will ultimately save you time and improve your customer service by providing a more efficient and accessible tool to handle your queries.
How do I add my FAQs to ChatCT?
To help ChatCT respond to your customer queries, your FAQs can either be added to your event dashboards, and/or to your organiser profile.
Organiser FAQs
These FAQs should be added in your organiser profile settings and should include general queries about your policies and event operations on an organiser level. For example, refund & exchange policies, carer tickets, onsite facilities, site restrictions etc.
Event FAQs
You can also add event specific FAQs to your individual events directly from the event dashboard. For example, venue accessibility information, age restrictions etc.
Your FAQs can either be entered on an individual basis, or in bulk using our AI powered FAQ import tool.
FAQ Import Tool
If you already have a lot of FAQs written up on your website, you can easily import these to the platform using our FAQ Importer.
- Go to your event dashboard
- Click the event FAQs tile
- Click the “FAQ Importer” button
- Copy and paste your FAQs in the FAQs Importer box
- The information you enter can either be paragraphs of text copied from your website, or another format. Regardless, the AI tool will separate the text out into questions and answers, which you can review before saving.
- Click the import button to complete
- Review your event FAQs to ensure the information has been entered correctly
- An FAQ can be removed by clicking “Remove FAQ”
- Save changes
What if a customer asks a query that ChatCT can’t answer?
If a customer asks a query about your events that ChatCT cannot answer from your event description and existing FAQs, the query will be escalated to you directly.
You will receive an email notifying them of the incoming customer query. Information about the nature of the query and exact questions from the customer will be visible.
The customer’s query can be responded to directly in the email thread. The email will be sent to the customer’s user account that they were signed in to when submitting the query.
To save you needing to answer that query in the future, consider updating your event FAQs to include this specific question.
If a customer’s purchase query cannot be answered using available tools, ChatCT will escalate the query to Citizen Ticket’s Customer Service team to handle it directly.
What other information does ChatCT know?
By default ChatCT will learn about each public event added to the Citizen Ticket website and can answer questions based on the information in the event description.
This includes:
- Event title & description
- Event dates and times
- Event location
- Exchange policy (if applicable)
It also understands our refund processes and other customer queries (e.g. “where can I download my ticket?”), so these don’t need to be included in your FAQs. Customers will be sent a link to the relevant customer support article to help resolve their query.
ChatCT can provide information on the following common customer queries:
- Resending a customer’s ticket wallet
- Search for a customer’s sales reference
- Redirect them to the refund application page
- Exchanging tickets (where exchanges are enabled)
- Event cancellations (where refunds and exchanges have been offered)
- Ticket purchase assistance
- Payment queries (e.g. double charges)
How do customers access ChatCT?
Customers can access ChatCT via the Customer Helpdesk menu in the footer of our website. It can also be accessed directly here.
Should customers prefer to email a Customer Service agent directly, they can still do so by using our Contact Us form.