If you’ve ever had a customer email you at 11pm asking where their tickets are, you’ll know this problem well. Lost confirmation emails, leading to confused customers looking for a way to get hold of their tickets before the event.
I’ve just released a change aiming to fix that: giving ticket holders their own path to see their purchases and resend or download their tickets.
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What We Built: A Dedicated Manage Tickets Flow
The fix is a separate Manage tickets portal. Email-based with no user passwords, and scoped only to the bookings tied to that address.
The process is structured thus:
1. Discovery. Your guest is looking on the site for how to get their tickets (because they accidentally deleted t, or it went to spam) and they land on the “Login” page. The login page now says plainly what it’s for (event organisers), with an onward link for if they’ve bought tickets.
2. Verification. Your guest enters the email they booked with. We send a secure magic link and a 6-digit code (which caters for different email clients or user flows – desktop vs mobile).
3. Dashboard. Once verified, they see every ticket assigned to that email address: upcoming first, past events below. Each row shows event name, date, ticket code, and ticket status (Valid, Admitted, Cancelled, and so on).
4. Self-service actions. For upcoming tickets, they can Download PDF ticket or Resend ticket email without bothering you.
I’m looking at adding refund requests and ticket transfers, but they need a bit more thought still (most events are non-refundable by default, and transferring isn’t always possible or useful as an option).
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What This Means for You (as an event organiser)
This is mostly good news, and it doesn’t change how you log in or run your events.
Fewer “where are my tickets?” messages.
Customers who’ve lost their confirmation email can get it back themselves. Same for a PDF they need to print or screenshot before they arrive.
A direct link to contact you — when it actually matters.
Each ticket on the dashboard includes a “Contact the event organiser about this ticket” link. Refunds, access questions, “can my friend come instead?” that’s still your conversation, but it starts in the right place instead of a vague support@ thread.
You don’t need to configure anything. If your event is live on Ticketlab, your customers can use this today.
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Behind the Scenes dev: Ticket Activity Logs
Whilst I was in the neighbourhood, we also wired up **ticket activity logging** across a bunch of scenarios: transfers, cancellations, admits, partial refunds, settlement invoices. This isn’t something you’ll generally need to worry about, but it’s worth knowing it’s there.
What’s the point? When support or finance need to trace what happened to a ticket (who transferred it, when it was cancelled, whether a refund is pending) there’s now a single audit trail instead of detective work across emails and accounts etc.
For you, the practical upside is faster, more accurate answers when something *does* need human intervention. This should mean less “we’ll get back to you after we’ve checked three systems.”
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Have a Play, Let Me Know What You Think
If you’ve got an event coming up, try the flow yourself: go to ticketlab.app/login, click Manage tickets, and use an email address you’ve booked with (it works for guest list tickets if you add one to your event using your own email). You’ll then be able to see what your customers will see.
Drop me a line if something feels off, or if there’s a scenario we haven’t covered.