Introduction: The Overlooked Stress in the Ticketing Industry
In the world of live entertainment and cultural events, the spotlight often shines on the artists, performers and spectacular shows. However, behind the scenes, there’s a group of people working tirelessly to ensure every performance runs smoothly: box office managers, ticketing teams and event planners. While they play a crucial role in the cultural sector, their contributions often come with high levels of stress, long hours and a continuous need for precision.
The pressures faced by these individuals are frequently overlooked. Managing ticket sales for popular performances, dealing with last-minute changes, and handling technical issues can take a mental and emotional toll. According to recent findings, ticketing and event management staff face some of the highest levels of workplace stress, with little public awareness of the mental health challenges they endure.
At Tixly, we’ve recognized this growing concern and made it a priority to address these challenges both internally for our team and externally through the support we offer our clients. By focusing on mental wellness, we aim to create an environment where both our employees and the box office teams we serve feel valued, supported and prepared to thrive, no matter the demands of the job.
Tixly's Mental Health Initiatives: A Case Study
At Tixly, mental health isn’t just a talking point — it’s a core part of our philosophy. Our team understands that behind every event, behind every box office transaction, are people who deserve care, empathy and support. With this in mind, we’ve committed ourselves to not only providing state-of-the-art ticketing software but also fostering a workplace culture where mental well-being is a top priority.
Our journey into this space took on new momentum when we presented at the INTIX conference in the U.S., where we highlighted our holistic approach to mental wellness in the ticketing industry. From partnering with Kara Connect, a digital platform that offers easy access to mental health services, to creating workshops designed to foster open dialogue about mental health, our initiatives have sparked meaningful change both within our team and with our clients.
For us, it’s about more than policies; it's about action. We’ve worked to ensure that employees at Tixly feel empowered to speak openly about mental health, to seek support when needed and to balance work with personal well-being. Tixly’s Managing Director, Hrefna Sif Jónsdóttir, embodies this commitment, ensuring that mental health is integrated into the company’s DNA.
As a mother of three, Hrefna leads by example. She often balances the pressures of a growing company with the demands of family life, a challenge she knows many in her team face. “Work-life balance isn’t something that happens by chance. We’re confident that fostering this balance creates a thriving, mutually supportive workplace.”
The benefits of these initiatives have been profound. With regular mental health check-ins, inclusive workshops and dedicated support systems, Tixly has seen an increase in employee satisfaction and productivity. More importantly, this focus on mental wellness has created a stronger sense of community within the company, allowing us to serve our clients better by extending this same level of care to the venues and box office teams we work with.
A Client’s Perspective: India Roberts’ Experience at Heymann Center
The mental health initiatives we’ve implemented at Tixly don’t just benefit our internal team; they resonate with the clients we support as well. India Roberts, box office manager at the Heymann Center in Lafayette, Louisiana, has been working with Tixly since the venue became our first U.S. client. Over the years, through working closely with clients like India and many others, we’ve gained a deep understanding of the immense pressures faced by box office teams. As the first point of interaction with audiences, they manage the complexities of event-day operations, often under high pressure.
In a recent interview, India shared her perspective on the challenges of working in a high-demand environment. She noted that while dealing with customers and managing ticket sales can be rewarding, it also comes with significant stress, especially during large or sold-out events. That’s where Tixly has stepped in — not just as a ticketing provider, but as a partner that understands the mental toll the job can take.
India Roberts balances two high-pressure roles: a lawyer and the box office manager at Heymann Center. Balancing her dual roles can be mentally exhausting at times, but India credits the support from Tixly and her colleague Jordan for helping her stay resilient and focused.
Tixly’s solutions have streamlined processes at the Heymann Center, reducing the manual workload and freeing up time for India and her team to focus on the most critical aspects of their roles. This support has significantly alleviated the stress associated with ticketing operations, allowing the box office team to focus on delivering exceptional service without being overwhelmed by the demands of managing complex ticketing systems used in the industry.
"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 shares. Her journey is a testament to the mental resilience Tixly champions, and the collaborative spirit between her and Jordan, her trusted colleague, has made all the difference in managing the pressures of both careers.
India’s experience is a powerful example of how a strong partnership between venue and ticketing provider can improve not only operational efficiency but also the mental well-being of the staff. With Tixly’s intuitive platform and responsive support, box office teams can feel confident and supported — leading to a healthier, more productive work environment.
Tackling Mental Health Challenges in Ticketing: An Industry Call to Action
The mental health challenges faced by those in the ticketing industry are not unique to any one venue or region — they are part of a larger issue that needs to be addressed across the entire cultural sector. As more venues and cultural institutions realize the importance of prioritizing mental wellness, it becomes clear that this focus is not just beneficial for individuals, but also essential for the success of the industry as a whole.
At Tixly, we believe that mental health support should be a fundamental part of every organization’s strategy. Ticketing teams, event organizers and cultural staff are often on the front lines, managing customer expectations, navigating high-pressure situations and handling large crowds. It’s crucial for these teams to feel supported, both emotionally and operationally, to avoid burnout and ensure they can continue delivering world-class experiences.
Hrefna’s personal journey — relocating internationally and balancing the demands of leading Tixly with raising three children — has shaped her perspective on workplace flexibility. “It’s not just about policies,” Hrefna says. “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.” This commitment has helped Tixly create a thriving work culture, built on empathy and support.
We encourage cultural institutions to take proactive steps in creating a mentally healthy workplace. This could involve offering mental health workshops for staff, encouraging open dialogue about well-being, and building supportive relationships with service providers like Tixly, who understand the unique demands of the industry. By fostering environments where mental health is prioritized, organizations can not only boost morale and reduce turnover but also enhance the overall quality of the experiences they provide.
As the live entertainment and cultural sectors continue to evolve, mental health must be recognized as a core part of operational success. It’s time for the industry to step up, collaborate, and take action to ensure that staff at every level are given the tools, resources and support they need to thrive.
The Future: Building Resilient Teams in Live Entertainment
As we look toward the future of the live entertainment and cultural industries, the importance of mental health in building resilient teams cannot be overstated. At Tixly, we’ve seen firsthand how prioritizing the well-being of both our employees and clients leads to greater productivity, job satisfaction and, ultimately, a more successful business. But this is not just about operational efficiency — it’s about creating a lasting positive impact on the people who make the magic happen, both behind the scenes and on the front lines.
For cultural institutions and venues, building resilience means embedding mental wellness into their core values. By creating environments that foster support and understanding, venues can cultivate teams that are not only capable of handling the demands of their roles but are also able to flourish. At Tixly, we’re committed to continuing our work with partners who share this vision, helping to shape an industry that recognizes mental health as an essential pillar of success.
As the conversation around mental health evolves, Tixly is committed to leading by example, offering partners the tools and support they need to create thriving workplaces. Together, we can build a future where both the cultural and live entertainment sectors embrace mental wellness.
Hrefna sees this future as a shared responsibility, particularly for leaders like herself. “As a leader, it’s my job to ensure that mental health is not a side note, but a core part of our operational success. Resilient teams don’t just happen — they’re built by fostering environments where people can thrive both personally and professionally.”
For Tixly, the integration of mental health initiatives is about more than productivity — it’s about building a lasting positive impact on the people behind the magic. Leaders like Hrefna and India represent a new era of cultural sector professionals, where mental well-being, work-life balance and support systems are pillars of success. With mental health firmly at the forefront of industry conversations, now is the time for action. By integrating wellness initiatives into ticketing operations and supporting box office teams, we can ensure the future of live entertainment is built on strong, resilient foundations. Tixly is proud to be part of this movement, working alongside our clients to make mental well-being a priority and pave the way for a healthier, more sustainable industry.
This article was sponsored by Tixly.