A ticket is one row here, whether it's assigned to somebody by name, still waiting to be claimed, or anonymous because its ticket type collects no details. An anonymous ticket's row shows its reference and who registered it. Search for an order's reference to see just that order's tickets.

An order and an attendee aren't the same count. An order is one sale, with its money and every ticket on it. An attendee is one ticket, held by one person, so a company buying ten places is one order and ten attendees. Money and refunds are on the order. Names, answers and check-in are here.

go.tito.io/acme/summer-fetes-summer-fete/admin/attendees

What the status says

Every row has one word in the status column.

Complete. Everything you ask for on the ticket is filled in.
Checked in. They've arrived.
Details missing. The ticket has a name on it, and something you ask for is still blank.
Unassigned. Nobody's name on it yet.
Canceled. The ticket is gone. These show once you've filtered for them.

What you ask for is the two switches under Registration, one for a name on every ticket and one for an email address, plus any question you marked required.

A blank you never asked for leaves the ticket Complete. With both switches off, a ticket nobody has named reads complete too.

The filter offers each of these words, so you can narrow the list to whichever group you want to work on.

Who imported them

Once somebody on your team has imported a file of attendees, Filter has an Imported by section with their name in it. Pick a name to see only the people they imported. Anyone added another way, or bought a ticket, isn't under a name.

People on the list twice

When the same attendee email address is on tickets in two or more different orders, each of those attendees has a Duplicate mark beside their name. Several tickets in one order under the same address aren't marked. A ticket nobody has been assigned to isn't counted, even though the list shows the buyer's address on it.

Open a duplicate to see why it's marked. Their page lists their tickets on the other orders, each with the order it's on.

Filter has a Duplicates section once anyone is marked. Choose Duplicates only to narrow the list to them.

Company, job title or phone under each name

Show sets what appears under each name on the list, for you only. Choose Company and job title or Phone number to see them in place of the email address. Anyone who hasn't given one still shows their email address.

They come from the questions you ask attendees about their company, job title and phone number. Show appears once at least one attendee has answered one of them. Attendees, Invitations and Check-in each keep their own choice.

Emailing the people the list is showing

Actions above the list holds three things you can do to whoever is showing right now: message them, print badges, or export them.

Tick rows with Select first. Badges and Export then move to the toolbar and work on only those rows. With nothing ticked, they follow the filter.

Message these people opens the message composer with the audience already made. With nothing ticked it follows the filter. Check the filters on the To line to see what came across, and open the count beside them to read the people themselves.

Tick rows with Select first and Message these people goes to just those people. That audience stays as you picked it. A scheduled message still goes to the same people if more attendees match your filter later. Remove it from the To line to message everyone instead.

Three things read differently on a message:

A search you typed in the box doesn't come across.
Details missing and Unassigned are one group on a message, so it goes to both.
Voided tickets are never in a message audience. Filter to Void on its own and Message these people isn't offered.
Who imported somebody doesn't come across either. Filter by Imported by and Message these people isn't offered.
Neither does being a duplicate. Filter to Duplicates only and Message these people isn't offered.

That count can be lower than the number of rows you were looking at. Somebody holding three tickets is three rows here and one email there.

Adding people to the list

Add is the other control in the header, and it holds the two ways in: One at a time opens a form for one person, and From a file takes a spreadsheet.

Chasing the details you're still missing

Details missing and Unassigned are the two groups with something outstanding. Filter to one of them, then use Select in the toolbar to tick the rows you want, or take every row the filter matched across all the pages.

Ask for the missing details under Actions sends each of them an email.

On an event with both switches off, a ticket with nobody on it reads Complete. You can still tick those rows and use the same action, and it writes to whoever booked them.

A confirmation page comes first. It says how many emails are about to go out, and who they go to.

Where they go follows who can answer:

A ticket with somebody's name and their own email address gets an email to that attendee, linking them to their ticket, where they fill in what's left.
A ticket with nobody named on it, or with no email address of its own, gets an email to whoever booked the order, linking them to the page where they name people and answer questions for the whole order.

Somebody who booked several tickets that all still need details gets one email covering all of them.

Anything you select that isn't waiting on something is skipped, and the confirmation page says how many. Email can't be unsent, so read that page before sending.

Canceling several tickets at once

Use Select to tick the people whose tickets should stop working, then choose Cancel tickets under Actions. Their places go back on sale.

A confirmation page lists everyone first. Nobody is refunded and nobody is emailed. To send money back, cancel that ticket on its own with Refund or cancel…. See Cancel one person's ticket.

Some tickets can't be canceled from the list, and the confirmation page says how many and what to do instead:

A ticket on an order that hasn't been paid. Cancel the order.
A ticket from an invitation. Cancel it from the invitation with Cancel their tickets…. See Cancel an invitation's tickets.
A ticket from a portal. Cancel the booking in the portal.
A ticket sold in a bundle. Refund or cancel the bundle from its order.

The card at the top of a record

Opening one attendee's record leads with their ticket: the ticket type as the heading, the reference on the right, and under it what the ticket cost and the order it came out of. Click the reference to copy it.

Under that is the date and time the ticket was issued, on the event's own clock. A ticket added to an order later carries the date it was added, not the date of the order. A ticket brought in from somewhere else keeps the date it was issued there.

Once the ticket has been emailed, the card says when the latest ticket email was sent. If it couldn't be sent, a red note above the card says so, with Send it again beside it.

Once somebody has been through a door, the card says when they arrived and which check-in list they were scanned on.

Seeing what the attendee sees

Their ticket on that card opens a short menu with two things in it. Open their ticket opens their own ticket page, exactly as they see it: the code a door scans, their answers, and the buttons that add the ticket to Apple Wallet or Google Wallet. Copy the link puts the same address on your clipboard to paste to somebody.

The menu appears for people who can manage orders. A canceled ticket, and a ticket with nobody named on it yet, have no page to open, so it isn't there either.

Everything you can do to one ticket

Actions on an attendee's record holds every verb on that ticket: editing their details, changing their ticket type, sending the ticket again, and printing a badge. Refund or cancel… is last and shown in red. Opening the ticket page they see is on the card at the top instead, under Their ticket.

An entry only appears where it would work, and a canceled ticket has no menu at all. What you can see depends on your role too: printing a badge takes the export permission, and everything else takes the one that manages orders.

Open the attendee’s Actions menu and choose Send ticket email. If the ticket was sent before, choose Resend ticket email instead. You can see the recipient and the email, choose who it's from, and edit the subject and preview text.

Choose Add an optional note to open the note dialog. The note is written in the same box as a message, with formatting, and Insert adds the attendee’s name or their ticket type. Save note updates the email in place. The note is included when you send this email and applies to this send only.

Which doors the ticket works at

Check-in on the record lists every check-in list on the event and what has happened to this ticket at each one.

A list that covers only some of the event's tickets says what it covers, and this ticket shows Not on this list there. Anywhere the ticket does work, the row says when it was scanned and who scanned it. A ticket scanned more than once on the same list says how many times, with the first time and the last, which is how you catch a pass being shared.

Check in on a row admits them at that door and comes straight back to the record. On a door they're already through the row offers Undo instead, which asks first, because an arrival time is the one thing at a door that nothing brings back.

The rest of the order

The rest of this order lists the other tickets booked at the same time: who's holding each one, what they're holding, and where it has got to. Each row opens that person's record, and Open the order beside the heading goes to the order itself.

Moving a ticket to somebody else

Changing the email address on an attendee's record hands the ticket over. Two people are affected, so the confirm step asks about each of them separately.

The first switch sends the new attendee their own ticket, with the code a door scans. Leave it on unless you plan to tell them yourself. With it off they hold a ticket nobody has told them about, and you can put that right later from Send ticket email.

The second tells the old address its link has stopped working. Turn this one off when you are correcting a typo, because the address you are replacing either bounces or belongs to somebody who never had the ticket.

Each switch has See this email under it, which opens the message that switch sends. Edit this wording beside it opens the screen in Customize where those words are written.

What has happened to the ticket

Activity at the foot of the record lists what has happened to the ticket, newest first. The three newest things are on the record. When there are more, the link beside the heading says how many and opens the whole list.

It shows:

Every ticket email, who it went to, and whether it was sent.
The email telling the previous attendee that their ticket moved.
Changes to the attendee's name, email address and answers, with what each one was before and what it is now.
Who made each change. That's somebody on your team, the person who booked, or the attendee.
Check-ins and changes of ticket type.

Sent means the email left Tito for the attendee's mail server. Tito isn't told whether it reached their inbox, so an address that bounces still shows Sent. Check the address under their name if somebody says nothing arrived.

Emails sent before the list was added aren't in it, and earlier changes don't say what changed.

Good to know

Reassigning a ticket takes effect the moment you confirm it.

Whoever had it loses access straight away.

A refund or a cancellation voids the tickets on the order, and those rows leave the list. The filter starts at Valid, and a voided ticket can't be edited and can't be sent again.
An export starts from whatever you've ticked, or otherwise from what's on screen with the same search and filter. You can export everything in the event instead.
CSV heads each column with the field name, which is what the importer matches on, so you can edit the file and bring it back in. Excel writes the headings out in full, to read yourself.
Each time in an export can have two columns: one in UTC, and beside it one in the event's timezone, which its heading names. Tito's starting points tick both. A selection you saved before keeps the columns it had.

API

You can read attendee details, reschedule an attendee, resend their ticket email, and cancel a ticket without a refund through the API. See the API reference.