Ticketure Support Request Process

What Happens to My Support Request?

All requests are received by the Ticketing Services team in Zendesk. Our Ticketing Services team focuses on answering questions and helping troubleshoot issues as quickly as possible.

When submitting a support request, please make sure to provide as much detail as possible - your tenant, event(s) affected, steps to reproduce what you have experienced, attachments, screenshots, etc. The more detail provided, the quicker we will be able to triage your request, especially when assistance from our Development team is required. 

We are always available during the hours of 9:00 AM to 6:00 PM local time Monday through Friday. For urgent and high priority items, additional 24/7 support is provided as outlined in the process below.

Once your request is received, the following actions will take place depending on the type of request submitted.

Standard Support Requests 

Support requests involving non-urgent matters such as adjustments to cart rules, checkout rules, simple Kibana reporting etc. will be handled by the TSRs (Ticketing Services Representatives). You can expect an initial response within 24 hours during normal business hours (SLAs detailed in "Prioritization of Issues" table below).  

Web Refinement Requests

These support requests involve requesting changes to a client's ticketing website. For example, requests to change copy, font, or design.

Our TSRs will triage the request appropriately and assign it to the Ticketure web team to enter it in their queue. This does not mean immediate resolution, but our team does do its best to prioritize business-impacting requests. Once the TSR has an idea of development timeline, they will update the client. 

Feature Requests / Bugs

Sometimes support requests lead to TSRs submitting feature requests or bugs on behalf of the client, which require work or fixes be discussed and prioritized by our Product and Development (Dev) teams. They may be related to the API, CRM, specific areas of the Ticketure CMS or POS App, and many issues and areas in between. These types of requests require the most time to complete.

The Dev team works in release cycles and does its best, in collaboration with Product, to prioritize business-impacting requests. When you receive a response from your TSR that the request has been sent to the Product and Dev teams, it does not mean it will go into development. The feature request or bug will be evaluated and prioritized based on business impact and need.

For updates on specific items, you can follow up with a TSR or Ticketure Customer Success if applicable. We also recommend you follow our Change Log to be kept up-to-date on new features and bug fixes.

API Requests

Support requests related to integration or API requests require work by our Dev team. They also require the most time to complete. The TSR handling your request will ask you to fill out the Ticketure API Project Request Form. Doing so will help Dev route your request to the proper resource and track tasks and efforts against it. 

How to Contact Tixtrack US/UK

Urgent or High Priority

1. Submit requests via the Support Form OR email ticketuresupport@tixtrack.com with either Urgent-Priority or High-Priority followed by a short issue description in the subject line. Using email is the FASTEST way to get support.

Normal or Low Priority

1. Submit requests via the Support Form OR email ticketuresupport@tixtrack.com with either NORMAL or LOW followed by a short issue description in the subject line.

How to Contact Tixtrack AU/NZ

Urgent or High Priority

1. Email ausupport@tixtrack.com with either Urgent-Priority or High-Priority followed by a short issue description in the subject line.

Normal or Low Priority

1. Email ausupport@tixtrack.com with either NORMAL or LOW followed by a short issue description in the subject line.

Prioritization of Issues