Define custom questions

Collect important information from your customers by defining custom questions.

A custom question is asked during checkout, after the customer has chosen their tickets and entered their contact details. Use them for anything you need to know before the night: dietary requirements, accessibility needs, how someone heard about the show, or a name for each ticket holder.

Questions are defined per session, so a session only ever asks what’s relevant to it.

Create custom questions

1. Open the Pricing tab for a session.
2. Expand the Ticket Categories & Custom Questions collapsible section.
3. Scroll to the Custom Checkout Questions card below the ticket categories.
4. Click Add Question.
5. Fill in the fields described below.
6. Click Save.

Repeat for each question. They appear at checkout straight away — there’s no separate publish step — so add them before the session goes on sale.

Question options

Field	Description
Question Text	What the customer sees. Up to 500 characters
Question Type	The kind of answer you want — see below
Choices	The options to pick from. Only shown for Dropdown and Multi-select
Required	Whether the customer must answer before they can pay
Ask Per Ticket	Ask once per booking, or once for every ticket
Sort Order	Controls the order questions appear in at checkout

Question Type

Type	What the customer gets	Good for
Text	A single-line box	Names, a company, a short reference
Multi-line Text	A larger box for a few sentences	Access requirements, general notes
Dropdown	A list where they pick one	T-shirt size, meal choice
Multi-select	Checkboxes where they can pick several	Dietary requirements, sessions of interest

Choosing Dropdown or Multi-select reveals a Choices box. Enter one option per line — at least two are required. Blank lines are ignored.

Vegetarian
Vegan
Gluten free
Dairy free

You can’t leave the choices empty for these two types; the form won’t save.

Required

A required question is marked with an asterisk at checkout and the customer can’t complete their order without answering it.

Tip

Be sparing with required questions. Every mandatory field is another reason for someone to abandon a checkout, and an answer you don’t actually need is personal information you now have to look after.

Ask Per Ticket

This is the setting worth thinking about most.

• Off (the default) — the question is asked once per booking. Someone buying four tickets answers it once. Use this for things that are true of the order as a whole: “How did you hear about this show?”
• On — the question is asked once for every ticket in the cart. Someone buying four tickets answers it four times. Use this for things that differ per person: dietary requirements, a name per ticket, a t-shirt size.

At checkout the two kinds are shown in separate sections. Booking-level questions appear under Additional Information. Per-ticket questions appear under Information for Each Ticket Holder, with a card per ticket labelled Ticket 1, Ticket 2 and so on, each showing which category it is.

Caution

Per-ticket questions multiply. A required per-ticket question on a booking of eight tickets is eight boxes someone has to fill in before they can pay. Make sure you genuinely need the answer for every ticket rather than just for the booker.

Sort Order

A number that controls the running order at checkout — lower numbers first. New questions default to 10.

You rarely need to edit it by hand. The questions table has a drag handle (⣿) on the left of each row: drag a question to where you want it and the order saves automatically. Sort orders are renumbered in tens (10, 20, 30…) as you go, which leaves room to slot something in later.

Booking-level and per-ticket questions are sorted independently, because they’re displayed in separate sections.

Editing and removing questions

Use the row menu on the questions table:

• Edit — change any field, including the type. Switching a Dropdown to a Text question discards its choices.
• Delete — removes the question from the session after a confirmation.

Both are safe to do on a session that has already sold tickets. Answers already given are stored with a copy of the question text as it was when the customer answered, so editing or deleting a question never changes or erases what people have already told you.

Note

Changing a question mid-sale does mean you’ll have two sets of answers to a subtly different question. If the wording change matters, it’s usually clearer to delete the old question and add a new one.

Reusing questions with templates

If you ask the same things every time, you don’t have to retype them. There are two ways to reuse a set of questions.

Question Templates

A Question Template is a named set of questions on its own. On the Custom Checkout Questions card:

• Save as Template — give it a name and every question currently on the session is saved as a reusable template.
• Apply Template — pick a template and its questions are copied onto this session.

Manage them under Ticketing → Question Templates, where you can create a template from scratch, rename it, add and edit its questions, or delete it.

Caution

Applying a template adds its questions to whatever is already on the session — it doesn’t replace them. Applying the same template twice gives you two copies of every question. If you’ve applied the wrong one, delete the questions it added rather than applying another on top.

Pricing Templates

A Pricing Template carries ticket categories and custom questions together. If your shows are consistent in both price and the information you gather, this is the one to reach for — applying the template to a new session sets up the categories and the questions in one step. See Pricing Templates.

Tip

Custom questions can be saved in a Pricing Template so that it is easy to ask them again for other Sessions.

Reading the answers

There are three places the answers show up.

Per session. Go to the session’s Bookings page and click Question Responses. This lists every booking that has answered, with booking-level answers and per-ticket answers grouped underneath each one. The search box matches customer names, booking and ticket references, and the text of the answers themselves — so you can search vegan and get just the bookings you need to tell the venue about.

Per booking. Open any booking from the Bookings list and its answers appear in the booking detail, alongside the tickets and payment.

At the door. Answers sync to the check-in mobile app. Booking-level answers are attached to the booking and per-ticket answers to the individual ticket, so when your team scans a QR code they can see what that ticket holder asked for.

Who can manage custom questions

Access is controlled by permissions set per role under Administration → Roles:

Permission	Allows
Custom Questions	Seeing questions and the Question Templates area
Create Custom Questions	Adding questions and creating templates
Edit Custom Questions	Editing questions, reordering them, and editing templates
Delete Custom Questions	Deleting questions and templates
View Question Responses	Seeing customers’ answers

View Question Responses is deliberately separate from the rest. Answers can contain personal information — dietary and accessibility needs especially — so you can let someone build the questions without giving them access to what customers have replied, or the other way round for front-of-house staff who need the answers but shouldn’t be editing the questions.

Caution

Only ask for what you’ll actually use. Health and accessibility information is sensitive, and anything you collect at checkout is covered by your own privacy policy — the one linked from your checkout page.