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Example 04 · behind the scenes

The Admin and Tech views.

See how the organiser looks after ticket sales and guests, while the crew gets ready for the broadcast. Walk through every screen below with our example event, North Coast Live.

This is a demo with made-up names and figures. You can try the forms: your changes stay on this page, and no emails or payments are sent.

← Encore home← Back to all examplesTry your event design
Take a look through the workspace

Each screen is shown below, from the box office to the broadcast. Scroll through, or try searching bookings, creating a sample coupon and adding someone to the team.

Admin

Tickets, buyers and the box office

Find a booking, check sales, create an offer or help someone get into the show. Admin puts the day-to-day box office work in one place.

01The event at a glance

ENCOREOrganiser view

Demo · sample records

Event overview

North Coast Live

A night of light and performance along the shoreline.

Bookings open
10 June 2027 · 19:00 BSTLive broadcast + replay

At a glance

Ticket sales and viewing hours for this example event.

Paid bookings248Includes the 6 refunded bookings
Sales after refunds£4,840GBP · before fees and tax
Viewing hours used640 hSample recorded usage
Viewing hours left360 hFrom a sample 1,000-hour allowance
Refunded bookings6£120 returned to viewers
Active viewing access245Paid, complimentary and test access

Event website & domain

Where the event lives and what visitors can see.

Site status
PublishedThe public event website is available.
Encore address
northcoastlive.encoreboxoffice.liveSample free Encore subdomain.
Domain status
ConnectedThe event address is connected.

Bookings & sales

See what came in and what has been refunded.

GBP · sample event
Ticket sales
£4,960
Refunded
−£120
Sales after refunds
£4,840

This is your sales total after refunds. Fees, tax and any payment disputes still need to be accounted for.

Viewing access

Who can watch, and what their ticket includes.

Access model
Ticket holdersViewers need a valid ticket to watch.
Delivery choice
Live + replayTicket holders can watch live and return for the replay.
Active access
245Tickets and other valid access. This isn’t a count of people watching now.

Site setup & private review

Check the event details and design before the site goes live.

4 areas
  • Organisation & eventOrganiser details, event story and timing.Saved
  • Tickets & viewingCurrency, viewing package, tickets and domain choice.Saved
  • Design & contactsVisual direction, site pages and contacts.Saved
  • Private reviewThe saved design has been reviewed before publication.Approved

The event plan

Planned timings · UK local time

  1. Viewing opens
  2. Programme begins
  3. Planned finish

This overview uses made-up figures and event details. It isn’t connected to a live event.

02Bookings and audience access

ENCORE / North Coast Live

Bookings & audience access

Find a booking, check the ticket and help the buyer.

Demo · example data
Example bookings · 4 results
Booking / buyerTicketAmountAccessRecord
NCL-0248Riley Shawriley.shaw@example.comPaid£20.00Active
NCL-0247Jamie Ellisjamie.ellis@example.comPaid£20.00Active
NCL-0246Casey Bellcasey.bell@example.comRefunded£20.00 refundedRevoked
NCL-C002Robin Lanerobin.lane@example.comComplimentary£0.00Active

Search by name, email or booking number, then download the results as a CSV. You can resend access to the buyer’s verified email address. Refunded tickets keep their own record.

Give someone a free ticket

Choose the ticket, enter their email and tell your team why it’s free.

Tickets you add here appear in this list. The example totals on Overview stay the same.

Payments & refunds

Merchant
Event payment account · test mode
Payments
Test charges enabled
Refunds
Full refunds · test mode only

Payments and refunds are currently available for testing only. Encore updates a booking after the payment service confirms what happened. Check payouts with your payment account.

  1. Find the booking and check your event’s refund policy.
  2. An authorised team member requests a full refund and adds a reason.
  3. Once the payment service confirms the refund, Encore updates the ticket and viewing access.

You can’t take payments or issue refunds from this demo.

03Offers and free tickets

ENCORE / North Coast Live

Coupons & free tickets

Offer a discount, give guests a free code or add them by email.

Demo · example data

Reduced-price coupons

Give each offer a name so your team can find it. Anyone with the full code can use it; the name doesn’t restrict who qualifies.

Live + replay ticket · £20.00 face value
Offer / code endingDiscount / ticket priceCheckout usesExpiry · event timeStatus / action
Community partner offer…K2QF25% off£15.00 to pay0 redeemed + 2 reservedLimit 502027-06-10 · 18:00Active
Early booking offer…R7AX£5.00 off£15.00 to pay0 redeemed + 1 reservedLimit 12027-06-10 · 18:00Fully used / reserved
Volunteer friends offer…W4NP10% off£18.00 to pay0 redeemed + 0 reservedLimit 302027-06-10 · 18:00Deactivated

Choose a ticket, set a percentage or fixed discount, then decide when the offer ends and how many times it can be used. Each checkout uses one coupon, even when it contains several eligible tickets. Reserved uses are held while checkout is in progress; none of these example reservations has been paid. Coupons are still being tested and are not yet available in public checkout.

Create a reduced-price coupon

Ticket price with this offer£20.00 → £15.00

Once created, the ticket, discount, expiry and limit stay fixed. Create a new offer if you need different terms. For free tickets, use the free-code form.

Create a limited-use free code

For guests, sponsors or press, give someone a free ticket directly or create a code they can use. Set an expiry date and a limit on uses. Copy the full code when it appears: you’ll only see its last four characters afterwards. Free tickets still count towards the event’s viewing allowance. Check that the guest’s access email has arrived.

Free codes

Limited-use complimentary allocations · secrets are not retained in the register
Allocation / hintUsesExpiry · event timeStatus / action
Press and review guests…M6TD1 / 122027-06-10 · 18:30Active
Sponsor allocation…Q3LF1 / 12027-06-10 · 18:30Fully used / reserved
Community preview invite…Z2CV0 / 102027-06-08 · 23:59Expired

04Event and ticket details

ENCORE / North Coast Live

Event & ticket details

Check the details before you publish. Later changes go through review.

Demo · example data

Published event details are protected so edits don’t accidentally change what people have bought. Try the form below with a separate draft of North Coast Live.

Edit the draft

From draft to publication

  1. Check the date, time, ticket price and what viewers can watch.
  2. Review the website and approve the version you want to publish.
  3. Test payments, emails, the website address and the broadcast.
  4. Publish the approved version. Review any later changes before they go live.

Saving a draft doesn’t publish it. We check the design and the event setup before launch.

05The organiser’s daily email

ENCORE / North Coast Live

Admin daily email

The day’s activity, straight to the people who need it.

Demo · example data

The organiser gets a summary of sales and guests. The crew gets the technical checks and anything needing attention. These example emails use the same event figures as the dashboards. Daily delivery needs to be set up and tested before launch.

Tech

Broadcast, system checks and support

Check the broadcast plan, look for payment or email problems and see who is dealing with them. Tech gives the crew their own view of the event.

06Broadcast and system checks

ENCORETechnical workspace

Sample technical workspace

Technical overview

North Coast Live

Live broadcast + replay · 10 June 2027 · Europe/London

Example update · 08:01 BST

Rehearsal hold

This is a sample event with made-up checks and incidents. Nothing here connects to a real broadcast or changes its settings.

Last check
Critical08:01 BST · application checks
Open incidents
2 criticalEmail queue and payment webhook
Live viewing
ClosedEncoder and ticket-holder viewing test still needed
Monitoring coverage
PartialPicture and sound need a separate viewing test

Systems & viewer access

See what needs attention, when it was last checked and what still needs testing.

  • Event database

    Healthy at last check

    The event database responded in 42 ms at 08:01.

    Source: Application monitor

    Database response time. Website speed and uptime need their own checks.

  • Site & domain

    Verified at last check

    northcoastlive.encoreboxoffice.live is the event's main address.

    Source: Domain setup check · 07:45

    Saved domain setup. Check DNS and open the public site separately.

  • Public site & HTTPS

    Not measured here

    Open the public site and check its secure connection before the show.

    Source: Show-day checklist

    The monitor does not visit the public website or test its HTTPS certificate.

  • Video stream

    No recent update

    Last stream update: idle at 07:44. Playback is set to require a signed viewing pass.

    Source: Video panel · saved stream updates

    Saved updates only. Test the encoder, picture, sound and viewer playback separately.

  • Payment webhooks

    Critical

    1 payment update failed and needs checking.

    Source: Payment update queue · 08:01

    Shows payment updates that need attention. Checkout, payouts and refunds need separate confirmation.

  • Viewer email queue

    Critical

    2 messages waiting, including 1 overdue; 1 delivery failed.

    Source: Email queue · 08:01

    Shows messages waiting or failed. Test the sender and sending service, then confirm the message reaches an inbox.

  • Viewer access

    Rehearsal pending

    Use a test viewer to check sign-in, ticket access, expiry and switching to a second device.

    Source: Viewer test checklist

    A person runs these tests. The monitor does not sign in or watch the video.

Broadcast & ingest

Get the feed ready, then watch it through the same route your audience will use.

Broadcast plan

Encoder ready by
18:00 BSTThe programme starts at 19:00 and is planned to finish at 23:00.
Production owner
North Coast Live production leadThe event plan identifies the person to contact about the feed.
Ingest
RTMPS preferredConfirm the connection details for this event during setup. Stream addresses and keys stay private.
Viewing protection
Signed live + replayViewers confirm their email and ticket access before receiving a short-lived viewing pass. A separate session check limits simultaneous viewing.
Picture & sound test
Not verifiedWatch the actual feed with a test ticket. A connected encoder alone cannot confirm what the audience sees or hears.

Sales, live viewing & replay

  • Ticket sales
    Open in this example

    248 paid bookings in this example. The real checkout still needs testing before taking customer payments.

  • Live viewing
    Hold

    Keep viewing closed until the feed and ticket-holder viewing test have passed.

  • Replay
    Pending

    Check the finished recording belongs to this event and plays during the agreed replay period.

Stream setup and the secure handover of encoder keys are still being completed in Encore. These need testing before a customer broadcast.

Technical test tickets

A test ticket lets the crew rehearse the normal viewing experience. It is listed separately from paid and complimentary tickets.

Example test ticket

Event & ticket
North Coast Live · live + replay test ticketThe test viewer follows the same access rules as this ticket.
Viewer email
rehearsal.viewer@northcoastlive.exampleThe address used for the viewing test.
Reason
Encoder, sound and viewer-device rehearsalThe record keeps the reason and the name of the person who issued the ticket.
Ticket source
Test ticket · no chargeIssuing a test ticket adds viewing access immediately. Its access email enters the sending queue.

Issues needing attention

Each issue has an owner and a next step. Mark it resolved once the fix has been checked.

  • NCL-008CriticalAcknowledged

    Viewer email failed

    One delivery failed and one access message is overdue.

    First seen 07:54 · last check 08:01
    Owner
    Email delivery operator
    Next step
    Check the email queue and sender. Send a test message and confirm it reaches an inbox before closing the issue.
  • NCL-007CriticalOpen

    Payment update failed

    One payment notification could not be processed. The buyer's confirmation page alone cannot tell us whether their viewing access was added.

    First seen 07:59 · last check 08:01
    Owner
    Payments operator
    Next step
    Check the payment notification and processing error, then confirm the booking and viewing access agree. Keep a record of the fix.

The monitor closes an issue after two healthy checks in a row. A missing result breaks that sequence. If you close an issue yourself, record why.

Show-day checklist

Agree who is on duty and work through the checks together.

  1. Before the show

    Test the audience's viewing experience

    • Test the encoder, venue internet connection and agreed backup connection.
    • Use test viewers on mobile and desktop to watch picture and sound. Check access expiry, switching devices and reconnecting.
    • Open the public HTTPS address. Confirm who receives alerts and when they are available to respond.

  2. During the show

    Keep an eye on the programme

    • The production lead looks after the feed and venue connection. The technical lead handles platform issues and calls for help.
    • Check payment and email alerts alongside reports from the crew and viewers.
    • Arrange cover for the show. Automated checks do not provide someone watching around the clock.

  3. If something fails

    Find the cause and check the fix

    • Help ticket holders who cannot watch first. Then check paid bookings without access, checkout problems and sign-in failures.
    • Note when the problem started, who was affected, who acted and what they changed. Keep passwords, keys and customer details out of general notes.
    • Check which stream is in use and agree a recovery plan before replacing it or changing settings.

  4. After the programme

    Check replay and finish outstanding work

    • Play the recording with a replay ticket before telling viewers it is ready.
    • Finish any payment or email issues, check that bookings have the right access and write up what happened.
    • Remove temporary team access when it is no longer needed. Replace any password or key exposed during the show.

What this monitoring covers

Tech brings together application checks, saved stream updates and issues needing attention. It does not continuously test website uptime, watch picture and sound or confirm emails reach an inbox. Before a customer show, test the real website, checkout, email sender, encoder and ticket-holder viewing experience.

Read the broadcast approach ↗See the Admin and Tech tools ↗Read the full FAQ ↗

07The team and their permissions

ENCORE / North Coast Live

Admins, techs & permissions

Choose who can use the box office and who can look after the broadcast.

Demo · example data

Tech support can add or manage organisers and people with restricted access. A platform administrator adds Techs and other platform administrators. Admin users cannot change the team. Roles apply across your organisation’s sites, and you cannot remove your own access or the last platform administrator.

North Coast Live · example team
Team member’s emailRoleAccessAction
maya.reed@example.comActive
sam.porter@example.comActive
lee.morris@example.comActive
alex.morgan@example.comCurrent platform administrator · protectedPlatform administratorActiveProtected access

Add an Admin or Tech

Enter an email and choose a role to try adding someone. In this demo, it only updates the list below; it won’t create an account or send an email.

Looks after bookings, offers and ticket holders across your organisation’s sites.

How your teammate signs in

  1. In Tech, choose your organisation and enter the person’s email address.
  2. Choose their role and add them to the team. This step does not send an invitation email.
  3. Ask them to visit the sign-in page and request a link. They’ll need access to their own inbox.
  4. Change their role or turn off their access when they no longer need it.

Permissions at a glance

Admin · organiser
Looks after bookings, offers and ticket holders across your organisation’s sites.
Tech · broadcast support
Looks after broadcast setup, system checks and technical support. Needs a separate Admin role to use the box office.
Restricted access
A limited-access role. It does not currently open the Admin dashboard.
Platform administrator
Manages platform settings and adds Techs or other platform administrators. Needs a separate Admin role to use the box office.

08The crew’s daily email

ENCORE / North Coast Live

Tech daily email

The day’s activity, straight to the people who need it.

Demo · example data

The organiser gets a summary of sales and guests. The crew gets the technical checks and anything needing attention. These example emails use the same event figures as the dashboards. Daily delivery needs to be set up and tested before launch.

Behind the scenes

The right tools for each team.

The organiser needs to know who has booked and who needs help. The crew needs to know the feed is ready and what needs attention. Encore brings both sides of the show together.

See what Admin and Tech can do

  • Look after your audience.

    Check sales, find a booking, set up an offer or help someone get their ticket. Try the coupon and free-ticket tools in the Admin screens above.

  • Keep the crew in the loop.

    See the broadcast plan, system checks and problems needing attention. Tech is also where authorised team members add Admins and manage access.

  • Check it before the show.

    We’re still completing the setup for customer launches. Payments, emails and the full viewing experience need to be tested with your event before it goes live.

    Read the technical approach ↗
    Read the full FAQ ↗