Ticket Office Training:
Donor Football

January 3rd an email was sent out to all Football Facility Donors letting them know they can renew their donor seats from Jan. 5-12th. We will get calls from donors who will want to pay before then and may want to set up a bill payment plan which we'll do in Pac7. Let's review on how to set up a bill plan in Pac7. Look at the print outs or the online training document.


Women's Basketball:Away this week

Men's Basketball:Thurs. Jan. 18th vs. Loyola Marymountat 9pm; Sat. Jan 20th vs San Diego at 7pm

Fine Arts:The Peking Acrobats Friday/Saturday Jan. 19 and Jan. 20

Gymnastics:Friday Jan 19 vs Southern Utah at 11am-SFH

Men's Volleyball:Fri. Jan 19 vs Barton at 7pm; Sat. Jan 20 vs Barton at 8pm


Stadium of Fire announcement today. Tickets include all fees. If you sell in Pac7 the price does not include the fees but the total does. Each ticket is either $7 or $10 more than you see on the published price. The $80 chair will be $90 total whether they buy online or phone or window. The ticket will print $90. Please use promo codes to sell the tickets whenever possible. Especially for board memebers, and chairs.

Limit 12 tickets per customer, per transaction. They may call back or go back into the system to buy more, but only 12 at one time.

Board: PATRIOT--on sale Wednesday at 9:00 AM

Event Chairs: UNITED--on sale Wednesday at 3:00 PM

ONEREPUBLIC2018: previous purchasers on sale Thursday at 9:00 AM

DANCER2018: for dancers and uses d holds in any area where they are available. on sale Thursday at 9:00 AM until March 31st or while supplies last.

Lareen is on vacation so please do not send her any CRM's for the next couple of weeks. Debbie is also gone. No messages to Debbie (family tragedy).

Gymnastics: The 2nd meet that was going to be at the MC is now at the SFH. It is in the daytime. Customers with season tickets will get a new ticket for the 2nd game. If you sell the 2nd game the code is G7. If you happen to sell season tickets on Friday the 12th, you will still assign a seat in the MC but also assign a seat in G7 and use price type SV. Then throw away the MC ticket and the G7 ticket replaces it. Please ask for help.

WCC Tournament tickets: Last day to order for priority is Jan 22nd. Cougar Club are the only people that can order in the prime section and they must log in first to see the events. Sell Prime seating $265 to Cougar Club only because we won't have enough to fill public in this area. All orders are requests and are not guaranteed in any section or area. There are limits that are on our website but 8 for public in the $205 seats is important. Price Level 3 is prime reserved and price level 4 is reserved (basket end).

Football 2018 begins Jan 5th: There are some changes in how we will be selling. We can take payments now and ven set up a bill plan. Please ask a supervisor for help and if you take a payment or any other request (dropping seats) please send a CRM to Elaine. If you do take payment in PAC7 while helping a customer, please remember to add the $20 order charge. You may also add an order line when someone requests a selection time. A Cougar Club member may request a selection time. If you go to F18 and they have no order you may add 2 seats price level 5, and P. If they already have an order line, they will be included in the Feb-April selection process.

Football confirmations: These sometimes show a balance due. If a customer buys additional seats later in the process, their balance due will be reflected on the statement. This is not necessarily accurate until they actually go through the 2nd upgrade process. However, if a customer has only donor seats, but puts them on a bill plan, they the balance due will be the remainder that will be charged in February and March.

Football 2018 Program Guides: These can be purchased with you or online but not as part of the checkout with season tickets. They are item FG and are $25 for 6 game programs (guides.)

Road Closures:There will be ongoing road closures on University Parkway near the Marriott Center this winter. We have a page on our website to address the closures on University Parkway here. Please encourage customers coming to basketball games to plan to leave early for the games.

CRM: Please remember to always open your CRM each time you work. A CRM must always be filled out when doing an exchange, refund,etc. Anything unusual needs a CRM. A lot of us are forgetting to do this and when we have to research an account it can take a long time to get an answer, but making a CRM will always help us out. Please do it. Thank you!

Selling New 2018 Football Season: We are now using the item FS to sell season tickets. Only p holds should be used for this item.

Olympic Sport Season Tickets: We have had some confusion about assigning seats for season tickets. Do not assign seats for season tickets unless there are open seats and you are sure that the priority ordering period is over. For all Olympic sports, seats are assigned based on Cougar Club membership and points. After the initial assignment, seats will be changed to a "p" hold and these are the seats that you can assign for season tickets.

Fine Arts Standby Tickets: When a performance in the Margetts or Nelke Theatre is general admission seating and is sold out, we will have standby ticketing. There are a few performances that are sold out for The Mill on the Floss. There are copies of the Standby Instructions at both offices.

Wheelchair for BB: We have changed wheelchair section 122 above the students to l holds. This is so you can sell them to a WC customer but they are not available online. Please only sell 2 per person because they are in such limited supply. There will be seat covers on the 2 rows in front of these seats so that standing students will not block their view.

Fine Arts Group Tickets: Any event that has a group ticket price may be purchased early, before the onsale published date. The only stipulation is that they must buy 10 or more for the same performance. This includes all of season FA17 and many of them are online for sale now.


Football Away: Whether to Assign Detail (including limits)

Wheelchair Seating: Do not tell people to call back the week of the game to see if we have wheelchair. The few that we have will go for season ticket holders that need them. We just don't have them for sale game by game. We did sell a few early on, but we will not have any more. This is true for Football and Basketball.

Tailgating and RV Parking: The designated lot is now located directly south of the BYU OIT building and east of Baskin Robbins, 55 E 1230 N (BulldogĀ Ave). Check out LES Parking guidelines.

Football ROC Line Rules: Please refer individuals to @BYUROC twitter account for information rather than trying to explain.

Log in to UPS See UPS Tracking under Training.

Stadium Seats:

Donation requests: There is a page that addresses this issue. It is at and then under the BYU Athletics tab, listed under other there is "requests". If you can guide a customer here it lists the types of organizations that can request, then it has a form to fill out and then gives the email for questions.


Parking Passes: If someone did not get their parking pass, or they ordered late but should have had one, they should call or email Cougar Club. 801-422-2583 or

CHECKING COUGAR CLUB MEMBERSHIP: When you have a customer pulled up on CRM or Pac7 DO NOT USE the Membership box to determine CC level--this is not accurate. There has been some discrepancies in this box due to the way Cougar Club has been doing their reporting and so we cannot use it to determine what level they are. The correct way to check for club membership status is to go to the "Donor Profile" tab and look under the "Donor Summary" box. This will show the last donation- this must be within the current year. Next, check to see that their customer Type is a Cougar Club. We should always be checking in those two places and make sure that you see a donation amount that is within the current year.


Y Tix: We will be selling "rush tickets" to students for every BRAVO! performance. Click on the link for information: When students call in to claim their tickets, check their name on the google doc under Y-Tix. Please use the "r" holds and choose will call as the disposition. They will need to have their BYU ID to pick up their tickets.

Arts Pass, Student Music Pass, FYE(First Year Expericience): These are 3 different things. Please read the blog, event details, details on BYU Arts to know the difference. We need to convey to our customers the correct information. Just realize that freshman coming straight from orientation are hearing about an arts pass; but probably they are being told about the FYE card which they will need to pick up from their mentors. Encourage the Student Music Pass which is only good for School Of Music performances.


Theatre Season: See to go directly to the BYU Theatre season page on Season tickets now on sale for renewals as well as new orders. There are five required shows in a theatre season package. Use the package item to sell season tickets.

Family Concert Series: Family Concert Series events are FREE.

Fine Arts Exchange: If you're trying to do an exchange in a Theatre Season and the total comes out incorrectly then you can use the item FAP to fix the price. Change the FAP price to even out the balance due. Many people find it easier to do a return out of the season and then add a new line for the new item. For the new item, choose the price type that most closely matches the price of the return and then use FAP to make the balance due $0.

TMA Complimentary ticket update: Complimentary tickets for TMA Faculty will be allowed for the full run of the show. The TMA majors and people involved in the production will be able to attend any performance during the run except for the final Friday and Saturday. TMA majors with a card will be able to purchase tickets at $2.00 except for the the final Friday and Saturday. The price for the TMA card for the final Friday and Saurday shows would be half off of the public price.

Fine Arts Season 2017-18: Select to see events. Season mailings are $10:

Fine Arts Attendance and Exchange Policies: Please take time to review these policies listed on We should all be more consistent with our fine arts patrons. Season theatre patrons and comp tickets would not require the exchange fee which is $1.00 per ticket.

Age limits: The age limit for events held in the HFAC is the youngest age that a person will be admitted. (As opposed to Marriott Center and Stadium seating, we generally list the ticketed age without restricting admission.) Please be familiar with the age of admittance for HFAC events. Check the arts website, event details or Event Summary.

Discounts: On applicable events, BYU alumni may receive a limit of two tickets at the Alumni rate. See Training, Faculty-Staff/Student Discounts (Arts Events)

Calls for Jeff Martin: If an individual wants to talk to Jeff Martin, we can transfer the call to the Fine Arts ticket office and they will assist or take a message for Jeff. We want to avoid giving out his direct line since he is so busy.

Studio C: Ticketing for Studio C recordings is done through BYUtv.  They take ticket requests at "" Show dates will appear on the calendar as they become available.  Because there is a high demand for Studio C tickets, they are distributed via a lottery. UPDATE: No tickets are being distributed for 2017.

School Matinees: School matinee performances are to be ordered through JoNell (except Evening of Dance call x6757) at 801-422-5632 or email For a list of these performances, click here. School teachers representing the school or home school directors may call. Groups enter by pass list, not tickets.

Theatre discussions: Post-performance discussions with the cast and audience generally take place in the same venue soon after the Thursday evening performances for about 15 minutes. Accordingly, there will be two discussions for each production. Check the website to confirm specific discussions.

Fine Arts Charitable Donations: Inquiries about fine art ticket donations for charitable purposes may be submitted to Jeff Martin on organizational letterhead by mail or email. There's never any guarantee but sometimes he can help.

Arts brochure/email request list: If someone wants a brochure, get one for them and had write their address on it and put it in the mail. It might be a good idea to tape the pages shut with two pieces of tape. Note: We also need to put a white sticky label over the "Nonprofit Organization US Postage PAID" label on the back, which is not applicable to our individual mailings. If individuals want to continue to be on the arts brochure mailing list in future years, please create a CRM to JoNell including the customer's name and address.

Fine Arts Processing: Click here to read more on general season/package processing.

Event Summary: Read more. Timeline below is subject to change.

Fine Arts - season/package processing          
Package Renewal New Orders Sale Date Online Requirements Benefits

Theatre season

Beginning May 22 Beginning late May May 22 5 required shows: See theatre Season discount on TMA events.
Option to buy Bravo! early with no discount unless 6+ Bravo! shows are purchased as package.
Qualifies for artsPass benefits in July.
BRAVO! season Beginning May 15 Beginning May 22 May 15 Buy 6 Bravo! events. Read more. Season discount on all Bravo! events.
Qualifies for artsPass benefits in July.
artsPass Beginning July 10 Beginning July 10 July 10 5 different events required. No discount (unless purchased as season above) but option to prebuy all events.
Groups    groups 15+   July   Group of 10+ at same performance.
See group holds.
Groups of 10+ may prebuy. Discount on select events. See groups 15+
School groups    school groups 15+   May   Groups of school age youth. Contact x5632 or except Evening of Dance call x6757. Performances exclusively for school age youth. See school groups 15+

Cosmo Kid's Club: For information on joining and benefits, refer individuals to their website so they get their information direct from the

Other ticketed events on campus: Check out for other events being ticketed by other sources on campus.


Troubleshooting Pac7: Spectra would like to get more information on system functions when Pac 7 becomes slow and non-functional. Please complete the linked survey when we experience Pac7 system problems.

Mxie phones: Login is now by station rather than individual. See Office Phones for your login.

CRM: Create a CRM of anything that is out of the ordinary, i.e. returns, exchanges, reprints, merges,customer problems, etc. You no longer have to record every transaction that you take from a customer.

Employee policies: The ticket office employee policy handout has been updated. Regarding social media posts, you are absolutely more than welcome to post pictures on your social media of our parties or other fun things in the office, sharing a link to a fine arts performance etc. However, please DO NOT post anything online that indicates that you are giving information for the ticket office, such as replying to a thread with an answer or argument. Alot of items we discuss in the office are confidential and should be never shared online. We also find out about things before the general public knows, and we do not want to share this information online. Please use good judgement.

Item Sales: One of the functionality issues with Item SaIes is that after 20 minutes of "inactivity" an order will time out. We recently had a clerk actively working on a large order which timed out by the time payment was to be submitted. Order Management does not have time limits.

Blocked emails: Individuals may add the following to their contacts/address book to help prevent emails from being blocked or diverted to junk/spam:

PAH or MD emails: or

Lost and Found @ MC: Anything left at the MC will be held at the Special Events Office for a couple of days. If someone is looking for something, have them check with Michelle before going to campus lost and found. She keeps more valuable items in a safe area but things like coats and bags are kept in some overhead bins back by Dani and Kay's office.

Parking: When we have a big event at the MC, everyone, including students that are working, may park in the stalls with cones or the red signs that say event staff. For some events you will also need to pick up a pass. You will now need a Lot 7 pass for the MC when working football.

Donations: Click here for instructions on how to take quick Cougar Club donations in T-Res. Important: Designate the paymode type V=Visa, M=Mastercard, A=American Express, D=Discover. Use "donation" batch number on phone 6 or window 7. Change the customer type to CC unless they are BYU employees/retirees. Make sure account contact information is updated.

T-Res: Please remember to log in everyday to t-res. Don't forget your password because you will need to use t-res every once in a while.

Gift Card: When placing orders, please don't write anything in special handling until the card is issued. At that point, we write the gift card number under special.

Tracking UPS Orders. Go to login: byutickets password: BYUrocks9- Click on Tracking- Click on Quantum View Manage- Click on Third Party. Here you can search for any order that has been shipped by typing in their name. If needed, you may also redirect to a new address, if it has not yet been delivered. Ask for help.

Season discounts: Those who ARE NOT eligible to receive a discount on season orders include: Church employees, ex-courtesy card holders, and MTC employees. Adjunct faculty who are verified in the system are eligible for a season discount.