In our Help Center, you will be able to keep track of the latest updates to our platform, review key documentation, and leverage our User Community to collaborate on tips, tricks, and best practices.
You may be asking yourself, what happens next? Where do I go with issues, bugs, etc? Because unfortunately when dealing with technology, we know questions and issues are bound to come up.
This page will serve as your directory inside Ticketure Support: who to contact for what and when. You can follow this page by clicking the follow button in the top right corner - that way you will never miss important updates.
How to Setup a Help Center Account
Much of Ticketure Help Center's options require a login, so be sure you are logged into the Help Center at all times to ensure you are getting the most information available. To set up your account, click here (or click on the screenshot below) and enter your full name, as well as the email address from your organization, and click 'Sign Up'. This will send you a link to set your password and provide you access.
Main Features

- Knowledge: Explore our Help Center articles. Important - Ensure you log in first as the majority of our articles require authentication to access.
- Discussions: Join discussions with other users/staff. Be sure and 'Follow' the topics to ensure you receive updates when other users post questions.
- Salesforce Connector: Here you can find real-time bi-directional integration of your Ticketure Data.
- Integrations: Review details of existing integrations or explore options for integrating with other 3rd parties.
- Reporting/Kibana: Quick access to our Help Center Reporting section, outlining some amazing examples of all that Kibana can do for you!
How to File a Support Request
Please make sure separate topics are filed on separate tickets, as we route requests to different departments.
Fill out the request with as much detail as possible - the more detail provided the quicker we will be able to triage your request. Lastly, add any attachments or screenshots that could be helpful and hit submit.
What Happens to my Request?
Glad you asked😁! We do our best to triage tickets as quickly as they come in. Typically requests fall into three categories: General Support, Web Refinements, and Feature Requests/Bugs. You can learn more about our process and Service Level Agreement in this Help Center article.
We have additional alerts in place for Urgent or High Priority requests that are business-impacting. The "Prioritization of Issues" table at the bottom of the Ticketure Support Request Process article details how items are categorized and prioritized.
Urgent or High Priority
Important
Incidents that are categorized as Urgent or High Priority are those where ticket sales, brand identity, guest experience and/or security are affected as detailed in the "Prioritization of Issues" table at the bottom of the Ticketure Support Request Process article. All other incidents will be normal or low priority.
- 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.
- If no email response is received within the designated "Initial Response Time" above, please call our US customer service number: 844-830-9595 or UK customer service number: 44 (0) 207 859 4356
Normal or Low Priority
- 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.
Never Miss an Update!🎉
If you are interested in staying up to date on all new releases and features, make sure you follow our Change Log page, located on the Discussion page of our Help Center. You will need to be logged in to view the Change Log.
Our Change Log is updated as soon as the Product Team knows of an upcoming release or change. This area of the Help Center is designed to replace release notes that were previously sent out via email.
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