Eventbrite data being forwarded as "info requested"

I’m so sorry to hear that the new Updated Attendee trigger didn’t solve things for you here, @jwppers. 

I’d recommend getting in touch with our Support team so that they can look into this further. They’ll be able to re-open the previous bug report or open a new one as necessary. You can contact them via the form here: https://zapier.com/app/get-help

Please do keep us updated on how you get on with them. Keen to ensure this gets sorted! 

Eventbrite has apparently just opted us out of this change! We don’t have commercial support and @jamesmacwhite told me they just opted his organization out as well and they don’t have commercial support either.

From the support agent:

“Yes, our product team is working on a way to opt users out of the new post-checkout experience due to the overwhelming feedback we have been receiving.

As I have already submitted your feedback, they have opted you out of this experience as of today.”

Sounds like everyone’s complaints have been working! If you want to be opted out and haven’t been yet, try following up on your case today. Or send an email to contactsupport@eventbrite.com to ask to be opted out if you haven’t already.

So far, our forms seem like they are switched back, but it’s a little hard to tell since it was random before. I’ll have to keep an eye on it and see if we see any more Info Requested coming in later.

I am running into this same issue, so annoying! Please keep us posted when/if you have a fix. Thank you!

Also, I just unchecked this box on the Order Form settings to see if that would help:

Allow attendees to edit information after registration

Offer your attendees the ability to edit the contact information after purchase

We tried to get around this by adding a delay (allowing time for data to be entered) but Zapier has already received the temporary data and continues to use that in the reast of the workflow.

If there was a way to make zapier recheck the Order and take the new information after the delay that may work

We have just started getting the same issue in the last week or two - Eventbrite registrations are coming thru with “info requested” in the name and email fields. Also the fields marked as mandatory on the Eventbrite registration page (such as Company) are coming in as blank so our Zap integration logic isn’t handling these appropriately because the logic is built on the assumption that Company is populated.

Thanks for posting this @ModularJack. This is at least something to hold onto that clearly many companies are not happy with this change and hopefully shows Eventbrite the dangers of making such breaking changes without consultation or opt-in. I hope they are listening to the feedback and adjust this, or make it a configurable setting on the order form process, for organisers to choose between a faster checkout vs data collection. You can see the benefits of getting tickets as soon as possible, the problem is it’s been done at the expensive of bypassing any custom questions if an organiser has made a field required, it is needed for a business reason. Eventbrite should not be making a decision to just ignore that.

The premise of their change was clearly driven by increasing their revenue. On the FAQ linked, it mentions paid events, clearly they wanted to move the payment part as early as possible which allows you to get tickets soon after with minimal data, therefore they get their cut of that sale. The problem with doing this, they’ve basically made their custom questions and the required nature of such entirely redundant. I think they’ve not considered how this impacts data capture for organisers and this change has completely made it useless. It breaks any process which takes data from Eventbrite for other systems. Populating “info requested” programatically is an insane thing to do, minimum it should have been null, given that’s a standard way to know about “no data”, but actually having a webhook return “info requested” for a name value? Terrible. If you didn’t know about this, you’ll have a process happily take this data as “valid” and populate your CRM or other system with junk data. Nevermind the fact that the “create attendee” event is now completely useless for being reliable for having just the minimum data of First Name, Last Name and Email for each attendee now.

I submitted a support case with my comments that I posted here on how short sighted this change is for those who use partner/third party integrations. While I represent a large Further Education college in the United Kingdom we do not have commericial support and limited to the free support routes. We do however now pay for the Pro plan for unlimited tickets for free events. That however clearly isn’t enough for Eventbrite to care seemingly.

I am also happy to call Eventbrite out directly, that their changes over the past year have been increasingly hostile to free event organisers and they clearly aren’t considering their partners and integrations in business decisions lately, just as long as their platform allows them to generate as much revenue as possible, forget everyone else. If Eventbrite themselves have been blind sided by this, that’s really concerning for a company that doesn’t know what’s happening within itself.

Just had a ‘fun’ few minutes reading the string of this conversation, as I suddenly noticed this ‘info requested’ field data coming through this morning. 

I’ve switched some of my Zaps over to the ‘New Attendee Created’ trigger to try to solve this.
The information that we collect in the additional fields is crucial as it collects the attendee names (which is sometimes different from the Booker) and also dietary requirement and LinkedIn profiles which are key to prep before the event itself. 

In relation to how the data is brought through in the ‘New Attended Created’ trigger into Zapier, has anyone found that the buyer data comes through with the attended data as well? I can’t seem to find the field that features the buyer’s details and I need to bring through both buyer and attendee info at the same time. 

Any thoughts much appreciated. 

I’m yet to hear back after a few days of submitting the case through their contact form, but going through the free support channels these days tends to not have the same response times or SLA unlike commericial clients. To be fair, I’m not really after a response directly, because the damage has been done. I just want to put the point across on pushing such a drastic change to a very important function has had massive implications and they’ve gone too far on their "experiments” when they’ve broken business processes of different organisers.

I’m glad the Eventbrite contacts you have are at least acknowledging they understand the concerns and seem to be listening. My hope is they provide some form of middle ground or opt-out on this, otherwise we absolutely will look for an alternative platform. We value certain data collection aspects over getting a ticket quicker and if Eventbrite think the latter is more important, our objectives no longer align to our business.

If you want to provide further evidence or similar views in your dialogue with Eventbrite support, feel free to quote Case #7722337, that is my contact form submitted detailing many of the points covered here. Let’s hope there’s some positive action on this soon.

Hi folks, 

Popping by to share that this issue has now been marked as resolved! 😁🎉

There’s a new Updated Attendee trigger available that will run whenever an individual event attendee is updated in Eventbrite. And should allow the necessary attendee details to be pulled through more consistently. 

Hope that helps. If you run into any issues in using that new trigger please let us know. In the meantime, happy Zapping! ⚡

Hi there @iungo and @MaRS Discovery District,

I did some digging into this and I've discovered that the problem is a known issue that's come up for a few of our users. This likely has to do with this experiment that Eventbrite is currently running where users can fill out a form after buying a ticket.
 
While a workaround isn't available, your notification is helpful, and we've proactively added your email to our issue report. I'm afraid I can’t provide an ETA for when this issue might be resolved because prioritization is largely dependent on the number of customers affected. You'll be the first to know via email when there's a resolution.

Hopefully, this helps.

Sorry we missed your posts here previously, @puzz1ed1 and @Covve Team.

Just wanted to reach out here to say thank you! We really appreciate you both taking the time to share these solutions with the Community so that others can benefit from your experiences. 🙌

Thanks so much for helping the Community! 🤗🎉