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Overview & FAQs: Customer Forms

What Customer Forms are, how they appear at checkout and post-purchase, and how to view, report on and troubleshoot responses

What are Customer Forms?

They are how you can gather information from your Customers via the Online Booking Flow.

This can be info about dietary or access requirements, marketing info or contact details, for example.

Learn more - Guide: Create a Customer Form

How do Customer Forms appear in the Booking Flow?

Forms can appear during the purchase journey, i.e. pre-checkout, or post-purchase for the Customer. See below for how this looks:

Box Office

  1. If it is a pre-checkout Form, it will appear after the Products page, or, if you have no Products in your booking flow, after Tickets have been added to the basket and you have clicked Continue

    NOTE - a post-purchase Form won't appear in the Box Office flow, but you can add the Form Response on the Transaction once it is complete. See the FAQs below for more details.

  2. Once you answer the questions, click Submit & Continue

Online Booking Flow

  1. If it is a pre-checkout Form, it will appear after the Products page, or, if you have no Products in your booking flow, after Tickets have been added to the basket and the Customer has clicked Continue

  2. If the Form's Validation is Always Required, the Customer won't be able to continue unless they have selected an option

  3. If it is a post-purchase Form, you can send the Form link in a post-purchase Email or directly via a Forms URL (see Guide: Create a Customer Form for more details)

FAQs

How do I view and edit a Customer's Form Response?

On the Transaction, once it has completed. Follow these steps:

  1. Open the Transaction in the Transaction Details drawer and click View responses (if no responses have been entered yet, this shows as Add responses)

  2. On the Form Responses view, change any answers you need to

  3. Click Update to save

  4. The change will then be recorded on the Transaction's Timeline tab, showing the date and time of the update and the name of the Box Office User who made it

How do I make my Form post-purchase?

By adding a Transaction Status Is Complete Visibility Rule on the Linked Form for your Event.

Learn more - Guide: Create a Customer Form

Can I tailor my Form for each Event?

Yes, you create your Form separately via the Tools page and then customise it per Event on the Event Settings page.

On Event Settings, you can select whether it shows for each guest in the booking or just once per Transaction, plus set specific Visibility Rules depending on Band, Variant or Transaction Status.

Can I make my questions dynamic, depending on what the Customer chooses?

Yes, either by setting Visibility Rules on the Event or certain Validations on the Form, where a question will only appear if they've given a certain answer to a previous question.

Learn more - Guide: Create a Customer Form

How do I report on Form Responses?

NOTE - for a single Performance you do not need a Report: the Guest List on the Performance page (or in Box Office) shows Guest Responses for each guest and Transaction Responses for each Transaction alongside each booking, and can be downloaded to CSV.

Learn more - Guide: Guest List

To report across several Performances, follow these steps:

  1. Go to the Reports page and create a new Custom Report

  2. If the Form question is set up to appear once per Transaction, select Transactions as your Data Source. If it's for each guest of the Event, select Performances (see the next FAQ for why)

  3. To see Form questions and responses, add the Form Title, Form Question and Form Response Fields

    NOTE - depending on the type of Form you have set up, you may only need one of Form Title or Form Question.

Does it matter whether I choose a Performances or Transactions Report for my Form Response?

Yes. Transactions Reports look at all Transaction items (Delivery Methods and Payments as well as Performance data), while Performances Reports are more focused on Ticket items.

If a Form Response is set up as once per Transaction, rather than for each guest, Transactions Reports will show it, as they look at the whole Transaction.

Performances Reports will only show Form Responses if the Form is set up to appear for each guest, because the Response is then tied to the Ticket rather than the Transaction.

Can I report on who has or hasn't completed post-purchase Forms?

Yes, you can use the Filter Form Response is not set. Below are examples both with and without the Filter:

  • Without Filter:

  • With Filter:

Why isn't my Customer Form appearing?

If your Form isn't appearing, it's worth checking Manage Visibility to make sure the Rules are as you expect:

  1. Go to the Event Settings page and the Linked Forms tab

  2. Click the 3 dots and select Manage Visibility:

  3. Look at either the Type or the Rules. If All Rules Must Apply is enabled, make sure the Rules don't conflict:

  4. In the screenshot above, there are two rows of Price Band Name Is. This means the Transaction needs to be a Complete Transaction, contain an item with a VIP Price Band and contain an item with a Premium Price Band

  5. If it's for either Price Band, use one Price Band Rule with in rather than is:

    This means the Transaction needs to be a Complete Transaction and contain an item with either a VIP or Premium Price Band.

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