Customize your email and ticket templates

This article will show you how to customize the emails and tickets sent to your guests.

Watch the video below to see an overview of what you can do:

Email templates

1. From Venue Manager, go to Settings > Design > Email templates
2. In the Email templates grid, there is a column to describe each template as well as a Modified column which will state whether the standard ROLLER template has been adjusted. The following templates are available:
   
   
   • Order confirmation - sent to the guest with confirmation and booking details when an order is made
   • Giftcard received - sent to gift card recipient
   • VM payment receipt - sent from Venue Manager to the guest on payment received
   • Waiver complete - sent to the waiver signatory after a waiver is signed
   • Waiver expiry reminder - reminder that the waiver is about to expire
   • Invoice email - email used to send guests an invoice from the booking details area of Venue Manager
   • Membership details - sent to membership purchasers containing their membership details
   • Membership 1st failed payment  - reminder sent to a recurring membership holder after 1st failed payment which is automatically done 1 day after the first missed payment
   • Membership 3rd failed payment  - reminder sent to a recurring membership holder after the second retry to charge the member's card fails 
   • Membership suspension - notification sent to the guest after 3 consecutive failed retries to charge the guest's card for their recurring membership
   • Membership successful payment - notification sent to the guest once the payment was successfully made
     
     
3. Select the options menu (3 dots) to edit the template that requires adjustment
4. Toggle the display in the top right to see how the email appears on mobile phones
   
   

Emails: The Content tab

Edit the email panels (sections) and content. For example, the following panels are available in the confirmation email template:

• Greeting - this includes the heading and Master Ticket QR code. This panel is mandatory and cannot be removed, it will always be at the top of the email design
• Event details - allows updating the headings for date and location information
• Product instructions - adjust the heading name
• Order - adjust the heading and adjust showing costs, fees and taxes
• Form - this panel will link any forms attached to the product configuration, adjust the heading and button wording as needed
• Waiver - this will encourage customers to sign the waiver - heading, paragraph and buttons are all editable
• Venue info - logo adjustments and venue information can be adjusted here, this panel is mandatory and will always be at the bottom of the email design

Optional panels that can be added in:

• Custom panel - this allows adding any information, perfect for marketing offers
• Gift card promo - promote a specific gift card URL (special Christmas vouchers)
• Terms of entry - will populate any related product terms and conditions

Edit email panels

Select the panel you want to edit. 

• Adjust all fields such as headings and button labels
• For paragraphs, there is an editor that allows you to bold, italicise, underline, use bullet points, numbering, add links and populate variables. Selected variables will pre-populate the information for the booking such as booking information, gift card details, payment information, venue information and waiver details.
• Some panels have toggle switches that allow you to add or remove elements such as the master ticket QR code in the example below

Rearrange email panels

Panels can only be rearranged when they are not expanded. Hover over the panel and select the up and down arrows to change the hierarchy of the panels in the email template.

Remove email panels

Hover over a panel that isn't expanded and the delete option (trash can icon) will appear. Select to remove the panel from the email template.

Add custom email panels

Only one of each available panel can be added to the template except for the custom panel. For the custom panel, you can add more than one of these.

• Scroll towards to the bottom and select the Insert panel option.
• Select a panel from the dropdown, then select Add.
  
  From here you can edit the content or rearrange it as per the instructions above.
  
  

Email: The Style tab

Select the Style tab to toggle the following settings:

• Use venue colours as set in Design settings
• Reverse primary and secondary colours
  
  

Email: The Settings tab

On the Settings tab:

• Edit the subject line, variables can be used here such as Booking first name
• Select Attachments whether to link to the itemized vs master ticket, the invoice PDF or upload a custom PDF such as a marketing offer
• Select Send test email to receive a copy - enter an existing booking ID and in the Send to field, the email will pre-populate to the default, but this can be edited to be sent to another address
  
  
• Select Save to publish the changes

Revert to the default template

Use the options menu (3 dots) to Revert to default for the template in the top right of the page and change the template back to the ROLLER standard template.

A pop-up modal will ask for confirmation.

Ticket templates

The booking confirmation template is designed to act as a ticket and has the option to include a QR code. If it is preferred not to include ticket PDFs, this can be removed from the confirmation email, otherwise, please see the steps below to edit Ticket templates.

• Navigate to Settings > Design > Ticket templates
• In the Ticket templates grid, there is a column to describe each template as well as a Modified column which will state whether the standard ROLLER template has been adjusted. The following templates are available:

• • Master ticket - complete booking details and all booking items
  • Itemised ticket - a single ticket for each booking item

Select the options menu (3 dots) to edit the template that requires adjustment

• Edit the content. The following panels are included in each ticket template and cannot be removed or rearranged:
  
  
  • Header  - customise the format, logo and ticket instructions
  • Ticket detail - options to rename headings and include or remove the product name 
  • Booking detail - adjust titles, showing invoice details, product information and additional content
  • Footer  - adjust address details  

Edit ticket template panels

Select the ticket template panel:

• Adjust all fields such as headings and button labels
• For Paragraphs, there is a WYSIWYG editor that allows you to bold, italicise, underline, use bullet points, numbering, add links and populate variables. Selected variables will prepopulate the information for the booking relevant to the platform such as booking ID, booking details, venue details and more
• Some panels have toggle switches that allow deactivating or activating elements such as the hiding the 'Purchase date' from the 'Ticket detail' section.

• Select Download ticket preview to see
• Select Save to publish updates

You can select the options menu to Revert to default to change the template back to the ROLLER standard template.

A pop-up modal will ask for confirmation.