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Ticketure Support Request Process

What Happens to My Support Request?

All requests are received by the Ticketing Services team in Hubspot. 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 (domain), 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. 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.  

Urgent and High Priority Requests

  • For support, email support@ticketure.com with either Urgent-Priority or High-Priority 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 number: 44(0) 207 859 4356

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

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. 

API Requests

Support requests related to integration or API requests require work by our Dev Team. They also require the most time to complete. Please provide as much detail as possible. Doing so will help Dev route your request to the proper resource and track tasks and efforts against it.