How to Contact Support

Our support team is here to help you get the most out of TicketFlo. Here's how to reach us and get the fastest resolution.

Quick Self-Help

Before contacting support, try these quick fixes:

1. Search this Help Center - Most questions are answered here
2. Check the status page - If something seems broken, we may already know
3. Clear your browser cache - Fixes many display issues
4. Try a different browser - Rules out browser-specific problems
5. Check your event settings - Many issues come from configuration

Creating a Support Ticket

The fastest way to get help is through our ticket system:

1. Log into your TicketFlo dashboard
2. Go to Support in the sidebar
3. Click Create Support Ticket
4. Describe your issue in detail
5. Submit and track your ticket's progress

What to include in your ticket:

• Your organization name
• Which event you're working with (if applicable)
• What you were trying to do
• What actually happened instead
• Any error messages (exact wording helps!)
• Screenshots showing the problem

The more detail you provide, the faster we can help.

Response Times

We prioritize tickets based on urgency:

| Priority | Example Issues | Target Response | |----------|---------------|-----------------| | Critical | Payments down during live event, site inaccessible | 2-4 hours | | High | Can't publish event, checkout not working | Same business day | | Normal | Feature questions, minor bugs | 24 hours | | Low | Feature requests, general inquiries | 48 hours |

Business hours: Monday-Friday, 9 AM - 6 PM NZST

Common Issues We Can Help With

Technical Problems

• Payment processing issues
• Widget not displaying correctly
• Emails not sending
• Integration errors

Account & Access

• Can't log in
• Team member permissions
• Organization settings
• Password resets

Billing Questions

• Understanding invoices
• Updating payment methods
• Fee explanations
• Refund processing

Getting Started

• Setting up your first event
• Connecting payment gateways
• Customizing your ticket page
• Understanding features

Tips for Faster Resolution

Be Specific: "The checkout button doesn't work" is better than "it's broken"

Include Screenshots: A picture saves a thousand back-and-forth messages

Share the URL: If something looks wrong, send us the page URL

List Your Steps: Tell us exactly what you clicked to get to the problem

Check Recently: "This stopped working yesterday" helps us check recent changes

Feature Requests

Have an idea for TicketFlo? We'd love to hear it!

1. Go to Support in your dashboard
2. Create a ticket with "Feature Request" in the subject
3. Describe the feature and why it would help you
4. We review all requests and prioritize based on demand

Popular requests get built faster - so tell us what you need!

Reporting Bugs

Found something that isn't working right?

1. Try to reproduce the issue consistently
2. Note the exact steps that cause the problem
3. Take screenshots or record a video
4. Submit a support ticket with all details
5. We'll investigate and keep you updated

Emergency Contact

For critical issues outside business hours:

• Event currently taking place with payment issues
• Security concerns
• Complete system outage

Email: [email protected] with "URGENT" in the subject line

Stay Updated

• Check our status page for known issues
• Follow release notes for new features
• Subscribe to our newsletter for tips and updates

We're constantly improving TicketFlo based on your feedback. Thank you for helping us build a better platform!