Tessitura Customer Service Order Entry Tool

The purpose of the Order Entry form is to help box office call centers representatives look up the order in Tessitura and process it into the Stream2 flow without having to access Stripe for a credit card or Tessitura for an order.

Important Note

Best Case Scenario...  
All information is pre-populated and all information is correct; the call center representative will just need to verify each field for accuracy and update as necessary. This can happen if the order we are looking up has only 1 item that was in the order and it matches the product on the Stream2 form you selected from the drop down menu.

Worst Case Scenario... 
Some information is incorrect or not pre-populated and the call center representative will need to fill out the form. If there is more than 1 item on the order we are looking up, this data will most likely not be accurate.

The following are NOT processed the Order Entry page is submitted:

  • Stripe - payment was made via Tessitura
  • Tessitura - The order was already placed in Tessitura


The following ARE processed once the Order Entry page is submitted:

These are all based on the setting configured on the Stream2 form

  • Form Message Manager emails deploy 
  • Webhooks 
  • Vimeo OTT
  • Prospect2 Integration


How to get to the form within the Donate2 dashboard:

Owner, Admin, and Customer Service users can access the Customer Service section of the application, Builders cannot.

  • Go to the https://donate2.app and sign in to your account
  • Select your name from the top right navigation
  • Click on Customer Service in the dropdown
  • Select Order Entry from the left hand menu to open the order entry lookup tool shown in the screenshot below

Order Number
This text field is where the Tessitura Order Number should be entered.

Is a Gift?
This is a dropdown, Yes or No selection asking whether or not the order is a gift.

If Yes is selected...
The Gift Recipient section will appear in the next step and you will be able to fill out the gift information.

If No is selected...
The Gift Recipient section will not appear in the next step.

Form
This is a dropdown selection where the available Stream2 forms will be listed.

Preview Order
Once the 'Preview Order' button has been clicked, the order number is looked up and fetched from Tessitura. The full form will then load with customer information pre-populated with data Tessitura sends back from the order.

Important Note Repeated

Best Case Scenario...  
All information is pre-populated and all information is correct; the call center representative will just need to verify each field for accuracy and update as necessary. This can happen if the order we are looking up has only 1 item that was in the order and it matches the product on the Stream2 form you selected from the drop down menu.

Worst Case Scenario... 
Some information is incorrect or not pre-populated and the call center representative will need to fill out the form. If there is more than 1 item on the order we are looking up, this data will most likely not be accurate.


GENERAL SECTION

Order Number
This field will be pre-populated with the Tessitura order number from the previous step.

Form
This field will be pre-populated with the form that was selected from the dropdown in the previous step.

Price Type ID
This is the price type ID on the order. If there is more than one item in the order, this will pull in the 1st sub line item.

Performance ID
This is the performance ID on the order. If there is more than one item in the order, this will pull in the 1st sub line item.

Constituent ID
This is the Constituent ID number from the Tessitura order.

Amount
This is the total dollar amount of the order.

Promo Code (Stream2 Promo Code, not a Tessitura Promo Code)
The promo code field is populated if there is a match to a Stream2 form based promo code.

Access Length
This is the length of time in which the constituent will be able to access and view the performance. This can be set for a specific length of time or using an end date. The access length fields will be populated if there is a match to the performance ID and price type ID.


BUYER SECTION

First Name
This is the first name of the buyer. This is pulled from the constituent information on the order.

Last Name
This is the last name of the buyer. This is pulled from the constituent information on the order.

Postal Code
This is the postal or zip code of the buyer. This is pulled from the constituent information on the order.

Email
This is the email address of the buyer. This is pulled from the constituent information on the order.


GIFT RECIPIENT SECTION (note this only appears if 'Yes' was selected for 'Is a Gift?' in the first step)

*These fields all default to 'empty' and will need to be filled in and checked for accuracy.

First Name
This is a text field where the first name of the gift recipient should be entered.

Last Name
This is a text field where the last name of the gift recipient should be entered.

Email (Double Check this to make sure it is accurate)
This is a text field where the email address of the gift recipient should be entered.

Message
This is a text field where the message that the buyer would like to display to the gift recipient in the email can be entered.

Place Order
Once the 'place order' button is clicked, there is no verification once the form is submitted and sent. Verification is a feature that will be added in the future. The user will be sent to the order entry form with a notification of success or failure.