Email & Notifications

Buzz sends transactional email at the key moments in an event's life: when a ticket is issued, transferred, or cancelled, and when a sponsorship enquiry comes in. Most of these emails are template-driven, so you can rewrite the wording and branding to match your event without touching code.

This page explains which emails Buzz actually sends, what triggers each one, and where you configure the templates, attachments, and toggles that control them.

You need the System Manager role to edit templates and settings. Email templates live in Desk under Email Template (desk:/app/email-template).

How email settings cascade

Buzz resolves email behaviour in a fixed order: event-level wins, then the global default in Buzz Settings, then a built-in fallback. This lets you set sensible defaults once and override them only for the events that need something different.

• Per-event settings live on the Buzz Event form (desk:/app/buzz-event).
• Global defaults live on the Communications tab of Buzz Settings — see Buzz Settings.

Ticket confirmation email

When a ticket is submitted (after a booking's payment is authorised, or when you manually submit a ticket), Buzz emails the attendee their ticket.

This email only goes out if Send Ticket Email is checked on the Buzz Event. If it is unchecked, no confirmation is sent for that event.

The subject and body come from a template, resolved in this order:

1. Ticket Email Template on the Buzz Event, if set.
2. Default Ticket Email Template on Buzz Settings (Communications tab), if set.
3. A built-in fallback template shipped with Buzz, used when neither is configured. The fallback subject is Your ticket to <Event> 🎟️.

Your template can use the ticket document and event details — for example the attendee name, ticket type, and event title — so each attendee gets a personalised message.

Attachments

Two optional attachments ride along with the confirmation email. Both are controlled by checkboxes on the Buzz Event:

• Attach Email Ticket — attaches a printable PDF of the ticket. The PDF is rendered from a print format. Buzz uses the Ticket Print Format set on the event, and falls back to the built-in Standard Ticket format when none is chosen (see below).
• Attach Calendar Invite — attaches an .ics calendar file generated from the event's date, time, and venue, so the attendee can add the event to their calendar in one click.

The Standard Ticket print format

Standard Ticket is the print format Buzz ships for the Event Ticket doctype. It renders a clean, self-contained ticket card showing the event title, attendee name and email, ticket type, booking reference, booking date, any add-ons, and a scannable QR code used for check-in. The QR code and ticket ID appear at the foot of the card.

To customise the printed ticket, either edit the Standard Ticket format or duplicate it and select your copy in Ticket Print Format on the event.

Ticket transfer emails

When an attendee transfers their ticket to someone else (see Manage your ticket), Buzz sends two emails automatically:

• To the original attendee — a confirmation that their ticket for the event has been transferred to the new person.
• To the new attendee — a welcome message with the event details (date, time, venue, ticket type) and their new ticket details.

These two messages use built-in wording and are not template-driven, so they always go out as long as the transfer succeeds. If sending fails, the transfer still completes and the error is logged rather than shown to the attendee.

Ticket cancellation email

When a ticket is cancelled, Buzz emails the attendee a short confirmation with the subject Your ticket to <Event> is cancelled. This is a fixed, built-in message.

Guest booking verification code

If an event uses OTP guest verification, Buzz emails (or texts) the one-time code with the subject Your Booking Verification Code. This is covered in Guest booking & OTP.

Sponsorship emails

Pitch deck auto-send

When someone submits a sponsorship enquiry, Buzz can automatically email them your sponsorship pitch deck. This is off by default and is enabled by Auto Send Pitch Deck — checked either on the Buzz Event or globally in Buzz Settings.

When enabled, Buzz resolves the email like every other:

• Email Template — the event's sponsor deck template, falling back to Default Email Template in Buzz Settings. If no template is configured at either level, no email is sent and the gap is logged.
• CC and Reply To — taken from the event, falling back to the global Default CC / Default Reply To in Buzz Settings. Use Reply-To to route sponsor replies to your sales inbox.
• Attachments — every file in the event's Attachments (sponsor deck) table is attached. This is where you upload the actual pitch deck PDF. See Sponsorship tiers & decks.

The email is sent to the person who submitted the enquiry, immediately after the enquiry is created.

Sponsorship approval notification

When you approve a sponsorship enquiry, Buzz emails the sponsor that their enquiry has been approved, with a link to their dashboard to pick a tier and pay. The subject is [Payment Pending] Your Sponsorship for <Event> has been Approved!.

Where the templates and toggles live

For a field-by-field walk of every communications setting, see Buzz Settings.

Tips

• Test before you launch. Create a throwaway booking on a draft event and submit the ticket to see the real confirmation email and PDF attachment in your inbox.
• Set a Support Email. It is linked in attendee-facing emails, so attendees have a way to reach you.
• Keep templates event-aware. Reference the event title and date in your templates so the same template reads correctly across every event that falls back to it.
• Failures are logged, not surfaced. If an email can't be sent, Buzz records the error rather than blocking the booking or transfer. Check the Error Log in Desk if an attendee reports a missing email.