Knowledge base

Thank you for choosing the Infomaniak ticketing service, which allows you to manage all aspects of your online ticketing: event management, ticket creation, ticket control, and tracking of your sales and customers. These guides will help you quickly use the essential functions.

Setting up and managing ticketing

• Create your ticketing
• Create and manage an event
• Create events with multiple performances
• Assign a seating plan to an event
• How to use passes
• Manage promotional offers
• Create gift vouchers
• Manage payment methods
• Create registration forms for customers

Ticketing launch, marketing

• Manage online ticket shops ^NEW
• Automatic email sending 2 days before the event
• List an event on leprogramme.ch
• Connect ticketing to Zapier
• Ticketing API

Advanced event and pass management

• Manage price zones

Ticket sales and control

Direct sales and reseller sales

• Direct sales at the counter
• Give access to resellers selling directly from the counter
• Import reseller tickets

Sales and control equipment

• Order sales and control equipment
• Available ticket formats
• Setup and use of sales packs: event and cinema tickets
• Setup and use of the pass printer
• Scan tickets - Android device
• Scan tickets with our scanners

Managing customer requests

• Customer unable to pay with credit card: Check to be made
• Exchange tickets at the counter
• Enable ticket exchange for visitors on the ticket page
• Refund customers
• Cancellation insurance
• Cancel orders or tickets

Tracking sales and customers

• View sales reports
• Understand Infomaniak's commissions

This guide explains how to configure the information and images that will appear on the tickets your event visitors will receive (as part of the Infomaniak ticketing system).

Managing Ticket Visuals

Prerequisites

• Create an event to access the mobile ticket visuals options. 

Next:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing for the relevant event.
3. Click on Ticketing Portal in the left-hand side menu.
4. Click on Ticket Visual.

Customizing Basic Information

The following information will be retrieved from the event settings and the data provided by the customer:

• Designation: the name of the event. This option cannot be disabled, but the text can be modified in the event’s Ticket Template option.
• The event date
• The event time
• The door opening time if set in the event
• The event address
• The name and surname of the customer and/or reseller if provided
• The reservation number
• The ticket number (for pre-printed tickets)
• The company name if provided

Default Image Size

The minimum image size is 1138x524 px, but the recommended size is 1307x605 px (+ ratio 9:4.17).

Editing Ticket Visuals

Print@Home Tickets 

These tickets are intended to be printed directly by customers with a regular printer. To modify the ticket content:

• Top image: the background image of the ticket can be modified here. It’s important to note that the text may not be readable if the image has contrasts that prevent the letters from being distinguishable.
• Text in the middle of the ticket: it is possible to modify the text in the middle of the ticket. If the text overflows onto the image at the bottom of the page, it will not be displayed.
• Bottom image: this will by default contain the terms and conditions of sale, but it can be replaced with a custom image.
  

Other Formats

Other formats are intended to be used by the organizer, and therefore cannot be sent to clients automatically by email:

• Show Format: For printing with a thermal printer (available for rent).
  
• Pre-printed Format: It is possible to configure tickets to be printed by the organizer with a regular printer on A4 sheets. 
  
• Cinema Format: The format used in cinemas for printing with a thermal printer (available for rent).
  

Save and Use Templates

It is possible, and recommended, to save the ticket visual as a new template. The save button is located at the bottom of the ticket visual customization page:

You can then select it to work on it again, or set it as the default ticket:

This guide explains how the cancellation insurance works that is available to customers of your ticketing service.

Via its partner, Allianz Suisse, Infomaniak offers customers who purchase their tickets via the online ticketing service a cancellation insurance which, under certain conditions, allows them to be reimbursed for the purchase of their tickets.

Customers wishing to be reimbursed must contact Allianz Suisse directly with the ticket number

Allianz
044 283 32 22
info.ch@allianz.com

Find out more

• Start-up guide: ticketing service
  
• Exchange a ticket via the counter
• Enable exchange mode for your customers
• Reimburse customers who cancel
• Ticket cancellation

This guide explains how to assign a seating plan to the events on your Infomaniak ticketing service tool.

Request allocation of a seating plan

To use a seating plan for an event of your choice, you must create the seating plan and assign it via the customer account associated with the ticketing service. To do that, please send us the following information using our contact form :

• The name of the venue or room
• The address of the venue or room
• A file containing the seating plan (pdf, excel, csv format, etc.) with the row and seat numbers
• The account on which the ticketing service can be found

The seating plan will be created and assigned to your Infomaniak account

Tariff

Allocation of the seating plan costs CHF 200 or EUR 200. An invoice will be sent to you at the address indicated on the Infomaniak account.

How to link a seating plan to an event

Once the seating plan has been created and allocated to your account, it must be selected via the event for which it will be used.

1. Log in to your Infomaniak space
2. Go to the ticketing service
3. Via the left-hand menu, under Programme, click on Events
4. Create an event or go to an existing event and click on Manage and Change to access the linking menu
5. Select the desired seating plan
   
   
   

Find out more

• Start-up guide: ticketing service
• Manage the parameters of an event

This guide explains how to activate and use the "test" payment method allowing orders to be placed without using your credit card.

This test payment method enables you to make payments on the online ticketing service as your customers do using a test bank card. This creates a real reservation with real tickets but with zero commission.

Prerequisites: Add the email address to the customer database

In the event that the address of the administrator is not yet registered as a client, it will be necessary to add it: 

1. From the side menu on the left, select Sales then click on Customers
2. Click on Add a customer and fill in the fields
   
   

Enable the "Test credit card” payment method

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. Go to the Ticketing service product and select the ticketing service concerned
3. Via the left-hand side menu, select Sales then click on Payment methods
4. Activate the test credit card payment method
   
   
   

Use the card to place test orders

1. Access the online ticketing service
2. Log in to the ticketing service using the email address of the ticketing service account administrator
   
   
   
   
3. Place an order and select the test credit card payment method
4. Enter the following information when placing the order:
   • Code: 4242 4242 4242 4242
   • CVV: 100
   • Expiry date: any date in the future
   • 3D-Secure Password : Checkout1! (Indicated directly on the field to be filled)
     
     
     
     



5. Complete the order

Find out more

• Start-up guide: ticketing service
  
• Cancel an order
  

This guide explains how to access the tickets page and the ticket reports (as part of the Infomaniak ticketing system).
 

Accessing the tickets page

To do this:

1. Click here to access your product management on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system for the relevant event.
3. Click on Sales in the left side menu.
4. Click on Tickets in the left side menu:
   

The Tickets page allows you to view tickets for a single event or a set of events and quickly see the following information:

• A summary of your ticket list (total number of tickets, including those to be paid, refunded, and canceled)
• The number of scanned tickets
• The number of participants
• The participant’s zone, rate, and seat
• The ticket status
• The ticket order number

Actions on tickets (print, export, ...)

When one or more tickets are selected, the following actions are possible:

• Print in the desired format (print@home, pre-printed, thermal, show, cinema)
• Cancel tickets (only if they are free)
• Scan / Unscan (resets participant entry)
• Export tickets/passes in CSV format

Search options

Many filters are available to refine your ticket searches, such as:

• Setting an order date range
• Setting a scan date range
• Selecting the sales channel (customer shop, reseller/Administrator)
• Selecting the ticket type (regular or pass ticket)
• Selecting the ticket order status
• Selecting a price

All results from these searches can be exported in CSV format using the Export button:

This guide explains how to create a new event (within the Infomaniak ticketing system).

Create an event

To do this:

1. Click here to access your product management on Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system concerned by the event.
3. Click on Programming in the left sidebar menu.
4. Click on Events in the left sidebar menu.
5. Click on the Add an event button.

Configure the event

Define event information

• Event name that will be displayed on the ticketing system and tickets.
• Event category that will help identify the event and associate it with other events of the same type on the Infomaniak events portal.
• Keywords to find the event on the Infomaniak events portal.
  
  
   
• Event poster and other images associated with your event.
  
  
• Event description as it will be visible on the online ticketing system during purchase by visitors.
• Define a specific ticket template to use for this event.
• Define whether the event is private or not. Leave this option disabled if you want your event to be visible on the Infomaniak.events portal.
  

Define the event location

In a venue with free seating

• Seats are not assigned when purchasing tickets.
• It is possible to define a new venue or use an existing one.
• For an event taking place at a physical address, the address will be automatically detected and the map will be generated on the event page. You can move the red pointer directly on the map to correct the address

In a venue with numbered seats

• Allows you to define a seating plan linked to the event.
• It will be possible to assign seats on the seating plan when purchasing a ticket or pass.
• To create or assign a room to the ticketing system, you will need to contact Infomaniak support.

No venue or virtual

• For any event that does not take place in a physical location (online).
• Allows you to not assign a venue or address.

The Stream event online option allows you to use Infomaniak's Streaming tool to broadcast your events live.

Add dates to the event

• Choose the date and time of the event.
• It is possible to add an end date, e.g., if the event takes place over several days.
• The opening time and duration of doors opening allows you to manage visitor arrival times.
• It is also possible to change the text of the doors opening times to have text that suits your event.
• It is possible to create an event with multiple dates for the event.
• The online programming/event publication option allows you to define how many days in advance the event becomes accessible online for customers:
  
• The last option allows you to set the closing times for online and on-site sales. By default, they will be set to the start of the event for online sales, and 1 day after the event for resellers and the organizer:
  

Manage rates

This page allows you to define zones (standing area, bleachers, VIP, etc.), quotas, and rates for ticket sales. Check out this other guide about rates by zones.

Page preview and publication

Once your event configuration is complete, you can preview the sales page for this event, and you can choose to make the event available immediately or keep it hidden from sale for now.

The event is now ready for sale. You can modify it at any time and track sales.

Here are the different ticket formats available for on-site sale.

Printing with Thermal Printer

• Show Format : 82 x 203.2 mm
  
  
• Cinema Format: 101.6 x 76.2 mm
  
  

Using Digital Tickets

You can also send digital tickets directly to the customer's email address. To do this, when finalizing the order, you just need to link a customer record and the option to send tickets will appear directly on the order validation window.

This guide details the integration tool for your ticketing system (as part of the Infomaniak ticketing system), which has been redesigned to be more ergonomic and efficient. 

Introduction

• More ergonomic and efficient than before, you will only need a few clicks to configure all the online store options and publish it to start selling.
• No more links that need updating every season or edition of your event: keep the same link and simply update the content within it.

Manage the presentation of your events online

To access the online ticketing options:

1. Click here to access your product management in the Infomaniak Manager (Need help?).
2. Click directly on the name of the relevant ticketing system.
3. Click on Ticketing Portal in the left-side menu:
   
4. Click on Online Store in the left-side menu:
   

You arrive on the online stores page of the Ticketing Portal:

A. Create a store visible on infomaniak.events  

• Make your events visible in the Infomaniak event portal search.
• Allow traditional search engines to reference your events.
• Customize the appearance of the main store for your ticketing system.

B. Integrate multiple ticketing systems  

• Access a page that gathers all your Organization's "infomaniak.events" stores.

C. Create a custom store

• Create stores tailored to your specific needs (e.g., integration on your pages).
• Add HTML/JavaScript or CSS scripts (for advanced users/developers).

This guide explains how to exchange a ticket via Infomaniak’s Ticketing tool. If you have the wrong date or tickets, this operation will allow you to make an exchange and order new tickets using the Ticketing service

Enter the tickets to be exchanged

1. Go to the organiser’s ticketing service, as if ordering tickets
2. Scroll to the bottom of the page and click on the button Ticket exchange
   
   
   
   
3. In the new window, enter the email address used when booking, and the number(s) of your tickets and click on Validate
   
   
4. Click on Exchange more tickets or Order tickets to proceed to the next step

Order the new tickets

1. Proceed as you would for a normal ticket order, choosing the new event and date, and the number of tickets to be ordered.
2. When the basket is validated, the exchanged tickets will be shown as credits at the top of the page.
   
   
   
3. Complete the order, and if necessary, pay the balance of the basket