Tessitura FAQ

Originally built for the Met Opera, Tessitura is a nonprofit organization that supports arts and cultural institutions through its powerful CRM platform. Hosted on cloud services, it unifies ticketing, fundraising, memberships, education programs, and analytics all in one system. Tessitura will serve as our central engine. Patrons will use the system to manage accounts, purchase tickets, access benefits, and more. Staff will use Tessitura to manage patron data, process tickets, run reports and send communications.

Tessitura has a longstanding reputation for excellence in the arts. Throughout our extensive review process, it consistently exceeded expectations for patron ease of use.  As a nonprofit whose clients are also voting members, the Tessitura community stood out for its openness, expertise, and collaborative spirit. We see this not just as a software choice, but a long-term partnership. Tessitura provides a stable, adaptable foundation for our future.

Our official date to launch Tessitura is Jan. 12, 2026. Both Proctors and Troy Savings Bank Music Hall have already completed some behind-the-scenes transitions in preparation for this date.

Proctors Collaborative and Troy Savings Bank Music Hall have been using Theatre Manager (TM) from Arts Management Systems. In spring 2024, Spektrix acquired the system, with plans to phase out Theatre Manager. Anticipating this change, we spent fall 2024 researching alternatives and selected Tessitura. Migration and training began in early 2025 around a planned changeover in Jan. 2026. We took this extended timeframe in order to ensure a smooth transition for staff, patrons, and partners. While prompted by external circumstances, we see this as an exciting opportunity. We’re confident Tessitura will support our organizations and communities for years to come.

Your account and tickets, including online access, will automatically transfer to our new ecommerce sites as part of the transition to Tessitura. The only action needed on your part will be to reset your password. This winter we will email step-by-step instructions.

Like our current system, Proctors Collaborative and Troy Savings Bank Music Hall will share a universal login. This means that when you login to each of our ecommerce sites, you can use the same email and password. You will still only see your Proctors Collaborative tickets and information on the Proctors Collaborative site and only see your Music Hall tickets and information on their site but you don’t need to remember two different logins.

Theatre Manager and Tessitura both provide encryption and security features to ensure your card information remains safe. Many of our subscribers and members currently have credit cards stored securely for automated payment plans. If you currently have an ongoing payment plan, we will be reaching out to you directly this winter about securely recording your payment details in the new system. While we don’t want to take up more of your time in addition to the online account password reset process, we firmly support the data privacy and protection goals that require this additional outreach. We are working hard to make the process as unobtrusive and easy as possible for you.

All tickets in your account when we transition will transfer automatically. You will not need to take any action. Since the new system has different scannable codes for entry into the theatre, we are delaying the delivery of any electronic or physical tickets for events happening after our launch date. If you have tickets for shows after Jan. 12, 2026, we will deliver them after we are in Tessitura, so you can simply bring them to theatre the day of the show. 

No, your seats will remain the same. We are not making any changes to our venue seating as part of this system transition. Your existing ticket and seat information will be transferred to Tessitura without any action on your part.

Yes, your data is secure. Protecting patron and payment information was a top priority in our software search.

Tessitura is a PCI DSS Level 1 Service Provider, with annual independent assessments and cloud hosting on secure AWS data centers. Their systems, including ticket scanners, meet top security standards, and a dedicated cybersecurity team ensures ongoing compliance. Tessitura Merchant Services, built with global platform Adyen, provides encrypted payments, secure card readers, 3D Secure authentication, and in-house fraud detection.

For details, you can review Tessitura’s security features and our organizations’ privacy policies here; you may also review Proctors Collaborative’s Privacy and Security Policies and Troy Savings Bank Music Hall’s Privacy Policy.

No, the change to Tessitura does not affect ticket prices in any way for either Proctors or Troy Savings Bank Music Hall.

For Proctors, in order to work smoothly with Tessitura software, the structure of order processing fees will adjust slightly. This change will have little or no effect on the total value of processing fees that you are used to already. Subscribers and group orders will continue to receive a lower fee rate. Donors who qualify for waived fees will continue to do so. Patrons opting for electronic/paperless tickets will also continue to enjoy slightly smaller order fee totals as well.

For a full order fee breakdown, review our Box Office Policies.

Yes, you will still receive email communications as you currently do for each organization. You do not have to do anything to continue receiving emails. If, however, you would like to adjust your email preferences, you can make those edits in your online account or by contacting the appropriate box office.

Our primary informational websites will not be changing. Our ecommerce sites (tickets.proctors.org and tickets.troymusichall.org), which securely process online orders, will be changing. The new ecommerce sites will look different from the current sites, but we’re confident you will appreciate the improved online experience and new self-service features.

No, Tessitura is an independent nonprofit that operates its own tools and is not affiliated with Ticketmaster or any other ticketing services. While it partners with other companies for integrations, none hold any ownership stake in Tessitura.

Since 2015, Troy Savings Bank Music Hall has used Proctors Collaborative’s Theatre Manager database services as an independent user, sharing a patron database and server support while keeping all business data separate. This relationship remains unchanged with the move to Tessitura. We continue as separate organizations with independent boards, operating on a shared platform. In Tessitura, this setup is called a consortium—a common model in the arts that allows for shared IT resources while maintaining organizational independence.