What should an enterprise ticketing integration discovery workshop cover?
An integration discovery workshop should convert a general statement such as “it connects to our CRM” into an agreed set of data flows, triggering events, permission boundaries, failure modes and responsibilities. The output is a testable integration specification, not just a vendor architecture slide.
Which systems should be represented?
Invite owners of CRM, identity and SSO, finance, payments, ecommerce, access control, marketing analytics, data warehouse and customer support as appropriate. Include front-line box-office and event-day staff; they understand manual exceptions that architecture diagrams often miss.
What should each integration specification record?
Document systems of record, field definitions, unique IDs, authentication, triggers, API versus event/webhook flows, update direction, retry policies, rate limits, privacy basis, environments, support contacts and time-critical dependencies.
Which failure scenarios deserve attention?
Test delayed webhooks, duplicated messages, invalid tokens, customer merges, changed orders, payment capture without ticket issuance, refund propagation and venue network outages. Decide what should happen when the downstream system is unavailable and which manual action is acceptable.
What is the required workshop output?
Create a dependency diagram, integration inventory, decision log, prioritised test cases and owner-by-system RACI. Price bespoke work as a separate workstream, with acceptance criteria and ongoing maintenance responsibility. An API catalogue is not proof every requested workflow already exists.
Which enterprise ticketing integrations should buyers validate after discovery?
Record each ticketing integration’s owner, data, direction, trigger, authentication, retry policy and failure path. Validate the resulting dependency map and prioritised test list with system owners before implementation.