TICKETSOLVE LIMITED

Integrated Ticketing, Marketing, CRM and Fundraising

Ticketsolve is an integrated live experience platform combining ticketing, CRM, marketing, fundraising, and operations in one system. It connects teams, audiences, and data to grow revenue, streamline workflows, and deliver exceptional customer experiences across the entire journey, from first click to lasting impact.

Features

• Integrated online and box office ticketing
• Centralised CRM with audience segmentation and engagement tools
• Built-in fundraising and donation management across multiple campaigns
• Marketing campaign management with targeted messaging and automation
• Real-time sales, audience, and performance reporting dashboards
• Secure, integrated payment processing with Ticketsolve Pay
• End-to-end customer journey management via Event Hub
• Integrated project and workflow management across departments
• Mobile ticketing and fast on-site scanning for seamless entry
• Cloud-based remote access for staff across locations and devices

Benefits

• Manage ticketing, marketing, fundraising, and operations from one platform
• Reduce manual work through integrated workflows and shared team tools
• Quickly segment audiences and deliver targeted communications at scale
• Increase revenue with built-in upsells, donations, and pre-orders
• Make faster decisions using real-time dashboards and reporting
• Align teams with shared projects, tasks, and real-time notifications
• Improve customer journeys from booking through post-event follow-up
• Streamline working with secure, cloud-based system access
• Simplify financial processes with integrated payments and reporting
• Deliver consistent experiences across online, box office, and front-of-house

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at talktickets@ticketsolve.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

996392306106108

Contact

Nick Stevenson
01865 987 667
talktickets@ticketsolve.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Marketing campaign management
        • Marketing campaign management
      • Digital commerce
        • Digital commerce
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Ticketsolve is a cloud-based SaaS platform accessed via a modern web browser. Planned maintenance is scheduled outside core business hours where possible and communicated in advance. Internet access is required. Hardware requirements are limited to standard desktop, laptop, or mobile devices with a supported browser.
• System requirements:
  • Reliable internet connection with minimum 1Mbps download speed
  • Backup internet connection recommended for box office resilience
  • Windows XP or later operating system supported
  • MacOS 2010 or later operating system supported
  • Modern web browser required for system access
  • Google Chrome recommended for optimal performance
  • Mozilla Firefox required for ticket printer connectivity
  • Standard desktop or laptop computers, ideally under three years old
  • Compatible ticket printers from leading manufacturers supported
  • Minimum screen resolution 1280x1024 recommended for ease of use

User support

• Email or online ticketing support: Yes
• Support response times: We offer 24/7 support free of charge to all of our customers. Our team is easily accessible by phone, email, or submitting tickets via our Help Centre.; We’re committed to being there for you when you need it, and our Support Stats showcase level of service you can expect from us:; Average response time for support tickets: less than 1 hour; First reply time median - 17 mins; Email support availability: 99%; Help Centre availability: 99%; Satisfaction rate among clients: 100% (based on 99 responses over one month)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: 24/7 Customer Support; All customers receive 24/7 access to Ticketsolve’s support team via phone, email, and an online Help Centre. Support requests are triaged using three severity levels:; ; Level 1 (High): Major impact, no system access; ; Level 2 (Medium): Impaired service with workaround available; ; Level 3 (Low): Minor issues or general enquiries; ; Ticketsolve guarantees 99.98% uptime and operates a conservative maximum response time of 3 hours, with performance consistently exceeding this target. Recent statistics show a median first reply time of 17 minutes, average ticket response under one hour, and 99% availability for both email support and the Help Centre ; ; Customer Success (included); In addition to reactive support, all customers receive proactive Customer Success support at no extra cost. This service helps organisations optimise workflows, adopt new features, and achieve long-term sustainability through ongoing guidance and best-practice advice.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Ticketsolve helps users start using the service through a structured onboarding and training approach designed to support a smooth transition. Each customer is guided through initial setup, including system configuration, data preparation, and access management, with support from the Ticketsolve team. Role-based training is provided to ensure that different teams, such as box office, marketing, fundraising, finance, and front-of-house, can use the service effectively.; ; Training can be delivered remotely or in person and is supported by online resources, including a comprehensive Help Centre with user documentation, step-by-step guides, and best-practice advice. Customers also have access to ongoing support via phone, email, and the Help Centre to assist with day-to-day questions.; ; In addition to reactive support, Ticketsolve provides Customer Success support to help organisations embed the service into their workflows, adopt new features, and continually improve how the platform is used over time.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: In-application guidance and contextual help within the service interface.
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: At the end of the contract, customers can request an export of their data from Ticketsolve. Data can be provided in commonly used, machine-readable formats to support transfer or archiving. Ticketsolve works with customers to agree the scope and format of data extraction, covering core records such as customers, events, transactions, and reports. Data extraction is carried out in line with contractual, security, and data protection requirements. Following confirmation of successful data extraction, customer access to the service is removed and data is handled in accordance with retention policies.
• End-of-contract process: *At the end of the contract, access to the Ticketsolve service is ended in line with the agreed contract terms. Prior to termination, customers may request an export of their data in a commonly used, machine-readable format to support transition or archiving. Ticketsolve works with customers to confirm data extraction requirements and timelines.; ; Once data extraction has been completed and confirmed, customer access to the system is removed and customer data is retained or securely deleted in accordance with contractual obligations, data protection requirements, and Ticketsolve’s data retention policies.; ; The contract price includes standard service access, support, and Customer Success services through the contract term, as well as standard end-of-contract data extraction.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Ticketsolve can be used on any screen resolution, however we recommend for ease of use that a minimum resolution of 1280x1024 (19” monitors) are used.
• Service interface: Yes
• Description of service interface: Ticketsolve is accessed through a secure, web-based service interface available via modern web browsers. The interface provides role-based access to ticketing, CRM, marketing, fundraising, reporting, and operational tools within a single platform. Users interact with the system through intuitive dashboards, workflows, and real-time notifications, enabling teams to manage tasks efficiently across departments. The service interface supports remote access, requires no local software installation, and is designed to deliver a consistent experience across devices and locations.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Ticketsolve considers accessibility as part of its interface design and testing processes. Testing includes checks for keyboard navigation, focus visibility, colour contrast, and compatibility with common assistive technologies such as screen readers.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Ticketsolve provides an API that allows approved customers and partners to integrate Ticketsolve with other systems. The API can be used to retrieve and synchronise data such as events, performances, availability, orders, and customer information, supporting reporting, integrations, and downstream services.; ; The API can also support limited updates, such as syncing customer or transactional data where appropriate. Core system configuration, pricing structures, event setup, payments, security settings, and user permissions are managed through the Ticketsolve service interface rather than the API.; ; Service setup and major configuration changes are not performed via the API and are instead handled through the platform’s administrative interface and onboarding processes. API access is controlled, authenticated, and subject to agreed usage limits and permissions.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can configure and customise Ticketsolve through the service interface without code changes. This includes configuring events, pricing, seating, permissions, workflows, communications, reports, and customer segmentation. Branding, customer-facing content, and operational processes can be tailored to organisational needs. Core platform functionality and infrastructure are standardised and maintained by Ticketsolve to ensure security, reliability, and consistent service delivery.

Scaling

• Independence of resources: Ticketsolve is delivered as a multi-tenant SaaS service hosted on a scalable public cloud platform. The service is designed to manage varying levels of demand across customers without impacting individual users. Resources are monitored and scaled to maintain performance and availability, and customer data is logically separated to ensure security and stability. Ongoing monitoring and planned capacity management help ensure that increased usage by one customer does not adversely affect the experience or performance of other customers.

Analytics

• Service usage metrics: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Data Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export certain data directly from the Ticketsolve service interface, including reports and operational data, in commonly used formats such as HTML, PDF, and Excel. For larger or more comprehensive data sets, including full customer, event, or transaction records, users can request a managed data export from Ticketsolve. Ticketsolve works with users to confirm the scope, format, and timing of managed exports, which are delivered securely and in line with contractual, security, and data protection requirements.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • HTML
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Ticketsolve guarantees a service availability of 99.98% uptime, measured over the contract period, in line with the Service Level Agreement. The service is hosted and fully managed by Ticketsolve, allowing us to monitor performance and availability continuously.; ; Planned maintenance and system updates are scheduled to minimise disruption and are typically carried out during off-peak hours, between 12am and 9am, where possible. Customers are informed in advance of planned maintenance.; ; Ticketsolve operates a resilient, cloud-hosted infrastructure designed to provide reliable and consistent access for users. Availability performance is supported by proactive monitoring, regular updates, and an on-call support service to respond quickly to incidents.; ; Support response and resolution targets are defined by severity level, ensuring that issues impacting availability are prioritised and addressed promptly.
• Approach to resilience: Ticketsolve is delivered as a fully managed, cloud-hosted SaaS service designed for resilience and continuity. The platform is hosted on a leading public cloud infrastructure and makes use of multiple availability zones to reduce the impact of infrastructure failures.; ; Core services and data are replicated across isolated environments, with automatic failover and regular backups stored separately to support recovery. Disaster recovery arrangements are in place as part of the managed service, and recovery processes are tested regularly to ensure readiness.; ; Planned updates and maintenance are deployed using controlled release processes to minimise risk, and the service is continuously monitored with 24/7 support to respond quickly to incidents affecting availability or performance.
• Outage reporting: Icketsolve communicates service outages and service-impacting issues through direct email notifications and via its customer communications platform. Updates are provided when an incident is identified and throughout the resolution process, where appropriate. Planned maintenance and significant service updates are communicated in advance. Customers can also contact the support team for additional information during an incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Each venue operates within its own isolated account, ensuring that customer data and resources are logically separated and inaccessible to other users. The service is hosted on Amazon Web Services (AWS), which provides a secure, virtualised environment supporting account isolation.; ; Access to the platform is protected through strong authentication controls, including unique user credentials, secure encrypted connections, and optional two-factor authentication. Role-based access controls ensure users can only access features and data appropriate to their role, helping prevent unauthorised access and maintain secure separation between customers.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: No
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Ticketsolve operates a formal Information Security Policy that defines how confidential and sensitive information is protected across the organisation. The policy is reviewed at least annually and aligns with recognised standards, including PCI DSS requirements. Information security responsibilities are owned at senior leadership level, with the CEO acting as policy owner and custodian, responsible for governance, oversight, and enforcement.; ; Security processes include strong access controls, unique user authentication, password standards, vulnerability management, regular patching, and defined incident response procedures. Ticketsolve maintains a documented incident response plan and clear processes for identifying, managing, and communicating security incidents.; ; Compliance with security policies is supported through documented procedures, role-based access, logging and monitoring, and regular reviews. Third-party service providers are subject to due diligence and ongoing compliance validation, including annual review of PCI DSS attestations where applicable. All staff and relevant third parties are required to follow security policies, and suspected security incidents must be reported in line with defined escalation procedures.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Components of the service are tracked throughout their lifecycle using version-controlled configuration and release processes. Infrastructure and application components are defined and maintained in source control, providing a clear record of changes from creation through deployment, update, and retirement. This ensures traceability, auditability, and consistent configuration across environments.; ; All proposed changes are assessed prior to release, including consideration of potential security impact. Changes undergo review and testing before deployment, and security considerations are incorporated into the change approval process. Access to make changes is restricted to authorised personnel, and deployed changes are monitored to identify and address any issues promptly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Ticketsolve operates a documented vulnerability management process to identify, assess, and address security risks. Potential threats are assessed based on severity, likelihood, and impact to the service and customer data, and are prioritised accordingly.; ; Systems and software are kept up to date with vendor-supplied security patches. Critical and high-risk vulnerabilities are prioritised and remediated promptly through controlled change and release processes, with testing completed before deployment.; ; Information about potential threats is obtained from cloud infrastructure provider notifications, vendor security advisories, industry guidance, and internal monitoring. Identified issues are managed in line with defined incident response and escalation procedures.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Ticketsolve uses protective monitoring processes to identify and respond to potential security incidents affecting the service. Monitoring includes system alerts, log review, and notifications from infrastructure and service providers to identify unusual activity or potential compromises.; ; When a potential compromise is identified, it is assessed and escalated in line with Ticketsolve’s documented incident response procedures. Appropriate actions are taken to contain, investigate, and remediate the issue, with priority based on severity and potential impact.; ; Issues assessed as high severity are responded to as a priority, with investigation and mitigation initiated as soon as they are identified.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Ticketsolve follows a documented Incident Response Plan with pre-defined processes for common security and service incidents, including identification, assessment, containment, recovery, and follow-up. The plan is reviewed and tested annually.; ; Users can report incidents or suspected issues via Ticketsolve’s support channels, including email, phone, or the Help Centre. Incidents may also be identified through monitoring and third-party alerts.; ; Confirmed incidents are managed by the Incident Response Team, with severity-based escalation. Customers are informed and incident reports are provided where appropriate, in line with contractual, regulatory, and data protection requirements. Lessons learned are used to improve processes.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: EY CertifyPoint
• ISO/IEC 27001 accreditation date: Tuesday 25 November 2025
• What the ISO/IEC 27001 doesn’t cover: We hold our ISO/IEC 27001 through our hosting provider, Amazon Web Services. Anything out of their remit is not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Tuesday 25 November 2025
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: We hold our CSA STAR certification through our hosting provider, Amazon Web Services. Anything out of their remit is not covered.
• PCI certification: Yes
• PCI DSS certification accredited by: PCI Security Standards Council
• PCI DSS accreditation date: Monday 13 October 2025
• What the PCI DSS doesn’t cover: Anything outside of the following:; - Software development and coding of the web application.; - Web application hosting environment and services.; - Connections into and out of the Cardholder Data Environment (CDE).; - Review of services and infrastructure provided by third-party service providers.
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: F32bea66-747e-4f25-8dd6-d4c0c591a5cd
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: E854808e-2ed0-4986-84d2-6c211b2d217b
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Ensuring new workers are informed of their right to join a trade union
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at talktickets@ticketsolve.com. Tell them what format you need. It will help if you say what assistive technology you use.