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Admin Awards
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October 4, 2017 at 9:10 am
I checked the forums and I don’t see this exact issue so I started a new topic. When a User on our site purchases tickets for multiple registrants, it shows in the back end as (Username) (1/5), (2/5), etc. If you click through in the back end of Event Espresso, the fields are actually populated with the discrete names and email addresses that the Purchaser entered, but they look like this:
The email the purchase receives also has the purchaser as all the attendees:
https://imgur.com/ze5rkxV
This isn’t my implementation of EventEspresso, and I don’t really have the bandwidth to teach myself the system to resolve this single issue. I believe the problem is either with the form we capture information on, or in the Message we send out afterward, most likely the former, since the back end is off as well.
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Admin Awards
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October 4, 2017 at 9:11 am
Sorry, images (these are from two different cases but they illustrate the point)
https://imgur.com/ze5rkxV
https://imgur.com/ze5rkxV
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Josh
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October 4, 2017 at 9:21 am
Hi there,
Can you explain the issue a bit more so we have the correct understanding? If I were to take a guess from what you’ve mentioned so far, it sounds like additional attendee details might not be captured, but maybe you can post a link to the event where this issue is happening so we can confirm.
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Admin Awards
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October 4, 2017 at 9:46 am
Sure, here is a link: http://dallas.adminawards.com/tickets/
the issue we are having with ticketing is that if someone goes into purchase individual tickets (in any market) and they purchase more than 1 ticket, they are asked to put names against each ticket they buy. After the purchase they receive an email and for example, if they bought 4 tickets, their email lists 4 separate registrations/tickets, but with the same name against each ticket/seat. If we go in the back end of event espresso and look at tickets purchased it looks like the attached screen shot where it shows the same name for all tickets and in brackets after the person’s name shows 1/4, 2/4, 3/4, 4/4. If you then click on each of those tickets individually it then shows the different names the purchaser entered.
The email is causing confusion amongst those buying tickets as they think there has been an error.
https://imgur.com/a/NfewJ
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Josh
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October 4, 2017 at 10:05 am
OK the way the registration form was set up is what’s causing the confusion. What’s happening is the registration form is capturing “Purchaser Information” but those fields are really capturing the Attendee Information.
To fix this, someone will need to correctly set up the registration form so the Purchaser information is captured using custom questions. Then the attendee information can be captured using the system questions. There is documentation that shows how to set up the questions and question groups, here’s a link to that documentation:
https://eventespresso.com/wiki/questions/#40_
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Admin Awards
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October 4, 2017 at 10:27 am
Thanks, that helps a lot. However, there appear to be ‘First Name’ and ‘Email Address’ fields that I can’t “unselect” in the Question group. So when I create and add new Custom questions, there are duplicate fields. Recommendation?
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Josh
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October 4, 2017 at 10:40 am
Those are unselectable by design because those are the fields that are used to capture the attendee information. So you use those fields for attendee information. The other information about the purchaser can be captured using custom questions.
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Admin Awards
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October 4, 2017 at 10:43 am
Right, but the question group for Purchase Information doesn’t allow me to not use those fields. So there will be duplicate fields in the ‘Purchaser Information’ form for the user. I thought to create another Question Group and use that, but the ‘Purchase Information’ Question Group is a system group and can’t be hidden or removed.
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Josh
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October 4, 2017 at 11:20 am
Someone must have re-purposed the Attendee Information group and erroneously changed it into a Purchaser information question group. You can rename that question group back to be Attendee Information (that’s the system default).
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Admin Awards
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October 4, 2017 at 11:33 am
I think that was so the form would show ‘Purchaser Information’ in the first field on the form to the User, then ‘Attendee Information’ after that. Is there a way to change the display name of that part of the form?
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Josh
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October 4, 2017 at 11:41 am
They could have just changed the order of the question groups, which you can do too. You can also re-order the display of the questions (drag and drop), and within each of the question group by setting values in the Question Group order field. That will move those fields to the top of the form. The display name for each question group can be edited, that’s the Group name field.
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Admin Awards
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October 4, 2017 at 12:32 pm
Is there any fix that doesn’t involve rebuilding the form from scratch? The system also cautions not to change events that already have tickets sold- won’t this mess with the program?
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Josh
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October 4, 2017 at 12:41 pm
The way the questions are set up right now is messing with things. You’re actually moving a few fields around and setting some fields back to their defaults. This does not involve starting from scratch.
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Josh
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October 5, 2017 at 2:17 pm
Hi there,
We received your request for priority support. I’m afraid the WP Username you sent is invalid. Can you verify the account information and resend the redeem a support token form with the correct information?
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Josh
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October 5, 2017 at 4:41 pm
OK this is done and this did take some time to fix because there were a number of changes that need to be made, your site has over 100 questions to choose from, and it was important to verify the correct changes were made.
1) The Attendee Question group was restored to include the system questions for First Name, Last Name, and Email.
https://www.evernote.com/l/AARi36HrULhCVrkQ9rmcsa8nUpGDh1vuBMU
2) The Purchaser Question group was moved to the top of the groups, and the applicable questions were assigned to this group.
https://www.evernote.com/l/AAQqYNSlq5NJ34snRjeoDBoYr1QwOvke1yM
3) After the question groups were corrected, the Question Group assignments could be corrected in the event editor.
https://www.evernote.com/l/AARtkWkNV6pDrYbS17_t1yh9alCVup5YYxo
4) Then the Payment Received template was edited so the Purchaser gets the email sent to them.
https://www.evernote.com/l/AASfGgP3bohCiakeGsqbJkkvoeD00hLkMiE
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Admin Awards
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October 6, 2017 at 8:57 am
Any time left on our support token to apply this fix to our other two sites? I do appreciate the documentation but I’m a little dense 🙂
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Josh
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October 6, 2017 at 9:26 am
These tasks actually took more time than the 30 minutes that was available, but we completed them for that one site.
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Admin Awards
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October 6, 2017 at 9:49 am
That’s fair, and thank you. We purchased another token, if I get you logins for the other two sites can you replicate the fix there?
Great support, by the way 🙂
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Josh
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October 6, 2017 at 2:31 pm
We can try to get to both of those within 30 minutes. If all of the log in information is correct that will help expedite the process.
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Admin Awards
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October 6, 2017 at 3:08 pm
Is it possible to get you the credentials without filling out the forms again?
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Josh
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October 6, 2017 at 4:06 pm
We only recommend sending the information through the secure form. One reason is because after we’re done we can delete the information and it’s gone. You don’t want that information permanently stored on someone’s email server.
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Josh
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October 6, 2017 at 5:57 pm
Hi there,
The other two sites have the question groups and questions restored and aligned correctly. One thing you might do is uncheck the questions for “Seat 1” in the “Table” information groups since the primary registrant questions must be included with the purchaser information.
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