The Overlooked Stress in Ticketing Operations
Ticketing staff often face immense pressure as they handle customer interactions, troubleshoot technical issues, and manage event logistics. This behind-the-scenes work is crucial but frequently overlooked. Studies have shown that ticketing professionals experience high levels of workplace stress, and without proper support, this can lead to burnout.
At Tixly, we believe it’s essential to recognise these challenges and provide the support necessary to help ticketing teams thrive. Our box office software is designed to reduce operational burdens and streamline processes, helping box office teams manage high-demand event ticketing operations efficiently.
Tixly’s Commitment to Mental Well-being
At the heart of Tixly’s commitment to mental health is our leadership’s dedication to building a supportive work environment. Hrefna Sif Jónsdóttir, Tixly’s Managing Director, leads by example. As a mother of three and the head of a rapidly growing company, Hrefna understands the importance of maintaining a healthy work-life balance.
“Work-life balance isn’t something that happens by chance. We’re confident that fostering this balance creates a thriving, mutually supportive workplace,” Hrefna explains. Her personal experience in balancing professional and family life has shaped Tixly’s approach to mental health, ensuring that both the internal team and clients are empowered to speak openly about well-being.
Tixly’s partnership with Kara Connect, a digital platform offering mental health services, provides both our team and clients with easy access to resources. In addition to this, we run regular workshops to foster open discussions about mental health, helping to break the stigma and create a culture of support.
A Client’s Perspective: India Roberts at the Heymann Center
Our focus on mental well-being doesn’t stop at Tixly’s internal team. It extends to the clients we serve, ensuring that their box office teams also feel supported in their demanding roles. India Roberts, the box office manager at the Heymann Center in Lafayette, Louisiana, is one such client who has benefited from Tixly’s approach.
India balances two high-pressure roles: working as a lawyer and managing the box office at the Heymann Center.
“Without Tixly, I couldn’t do it. It’s not just about the software—it’s the people. They’ve become like close friends.”
India Roberts, Box Office Manager, Heyman Center
Tixly’s intuitive theatre ticketing software has helped alleviate the stress of managing complex ticketing operations, allowing India and her team to focus on what matters most—delivering an exceptional experience for their audiences.
By streamlining processes and reducing manual workloads, Tixly’s solutions have played a crucial role in improving the mental resilience of India’s team, allowing them to manage complex event ticketing without feeling overwhelmed.
A Broader Industry Conversation
Tixly’s focus on mental health extends beyond our organisation. Over the past year, we’ve shared our initiatives at global conferences, opening up meaningful discussions about the role mental health plays in the success of cultural institutions.
From the Ticketing Professionals Conference in the UK to INTIX in Las Vegas and the Audience Success Conference in Munich, we’ve emphasised how mental health is not just a personal concern but a vital factor in organisational resilience. These events have allowed us to connect with like-minded professionals, spark important conversations, and collectively work toward a healthier industry standard. At these conferences, we shared actionable insights, sparking discussions on how venues can integrate well-being into their daily operations.
Leading by Example
Tixly’s efforts are a reminder that addressing mental health is essential for organisations looking to thrive in a high-pressure environment. By building systems and processes that support our teams, we’ve set a benchmark for others in the industry.
Through flexible working conditions, transparent communication, and thoughtful planning, Tixly fosters a culture where resilience and productivity go hand in hand. This approach not only benefits our team members but also ensures we deliver the best possible service to our clients in the arts and culture sector.
The Business Benefits of Mental Health Support
Prioritising mental health doesn’t just benefit individuals—it improves business outcomes as well. At Tixly, we’ve seen how fostering a culture of well-being has increased productivity and job satisfaction among our employees. Similarly, venues that take mental health seriously experience lower staff turnover, better team collaboration, and an enhanced ability to deliver high-quality customer service. When teams feel supported, collaboration improves, absenteeism decreases, and staff are better equipped to deliver the exceptional cultural experiences audiences expect.
Our event ticketing software plays a key role in this process by streamlining ticketing workflows, reducing stress, and allowing box office teams to focus on creating exceptional customer experiences. By providing access to mental health resources and encouraging open communication, venues can create more resilient teams capable of handling the pressures of live events.
Building Resilient Teams for the Future
The cultural sector is constantly evolving, and with it, the demands on ticketing professionals are increasing. As we look to the future, building resilient teams will be essential for success in live entertainment.
“It’s not just about policies, it’s about truly understanding what people need to succeed both at work and at home. The mental health of our team comes first, always - both now and in the long-term.”
Hrefna Sif Jónsdóttir, Managing Director
A Call to Action for the Cultural Sector
At Tixly, we believe that mental health is a vital part of the success of the cultural sector. By taking proactive steps to support their teams, venues and cultural institutions can build a more resilient workforce capable of handling the unique challenges of live events.
We encourage all organisations to consider integrating mental health support into their operations. Whether it’s through offering mental health workshops, encouraging open dialogue, or partnering with service providers like Kara Connect, fostering a culture of well-being is key to long-term success.
