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Understanding Support Request Types

Learn how Ticketure support requests are categorized, submitted, and handled—including response times, request types, and how to contact the support team.

Standard Support Requests 

Standard support requests involve non-urgent issues that can typically be resolved by the Ticketing Services team.

Examples

  • Adjustments to cart rules

  • Updates to checkout rules

  • Basic Kibana reporting requests

Response Time:
You can expect an initial response within 24 hours during normal business hours.

Urgent and High Priority Requests

For urgent issues, email:

support@ticketure.com

Include “Urgent”, “Urgent-Priority” or “Urgent Priority” in the subject line.

Email is the fastest way to receive support.

If you do not receive a response within the designated Initial Response Time, please call:

US Customer Support: 844-830-9595
UK Customer Support: +44 0800 031 8902

Priority Level

Status

Definition

Initial Target Response Time

Examples
1 Urgent Incidents in this category are production issues that have a DISASTROUS impact on either; the ticket sales, the brand identity, guest experience, security or the event and/or problem may render the Software and Services non-functional. 15 minutes (1) Site is completely down; (2) payments cannot be processed; (3) Site is hacked/altered by a third party; (4) Site security has been compromised; (5) Brand would sustain major negative impact in public view; (6) Barcodes cannot be scanned.
2 High Incidents in this category are production issues that have a MAJOR negative impact on either; the ticket sales, the brand identify, guest experience, or the event and/or problem may render the Software and Service non-functional. 1 hour (1) Problems loading site content but guest able to buy tickets; (2) Site severly slow to respond; (3) Branding rendering incorrectly; (4) Overall degradation in the ticket buying experience.
3 Normal Incidents in this category are production issues that have a MINOR negative impact on either; the ticket sales, the brand identity, or the guest experience. 3 days (1) Affects small user base; (2) Affects a specific, less popular browser or device; (3) Customers are able to buy tickets but without any major difficulty.
4 Low Incidents in this category are production issues that have a NEGLIGIBLE negative impact. 7 days Minor non-functional defects that do not affect system performance or user experience.

Web Refinement Requests

Web refinement requests involve changes to a client’s ticketing website.

Examples

  • Updating text or copy

  • Adjusting fonts or styling

  • Minor design updates

TSRs will review and escalate to the Support Engineer to triage the request before assigning it to the Ticketure Web Team.

These requests are placed in the team’s development queue and are prioritized based on business impact.

Once a timeline is available, the TSR will update the client.

Product Feedback / Bugs

In some cases, a support request may result in a feature request or bug report being submitted to the Product and Development teams.

These requests may relate to areas such as:

  • API functionality

  • CRM features

  • Ticketure CMS

  • POS applications

  • Other platform components

The Development team works in scheduled release cycles, and requests are prioritized based on business impact and platform needs.

Submitting a request to Product and Development means it will be reviewed and evaluated, but it does not guarantee immediate development.

For updates, you can follow up with Ticketing Services or your Customer Success Manager.

API Requests

Requests related to API integrations or technical implementations require assistance from the Development team and may take additional time.

To help expedite your request, please include:

  • The integration goal or use case

  • Relevant API endpoints

  • Sample requests or payloads

  • Error messages or logs

  • Any relevant technical documentation

Providing detailed information helps our team route your request to the correct developer and track work efficiently.

Need additional help, please email support@ticketure.com.