Getting help: support tickets
The console has a support desk built in. Ask us for help from wherever the problem is, with the record attached, and your whole team follows the reply. The same desk is where the requests your door devices, exhibitors and ticket holders raise with you arrive. For a human on the phone, see the support page.
Where to find it: Help → Support tickets in the organiser menu, on every plan. Inside an event, the organiser menu sits beneath the event's own sections under your organiser's name.
Two kinds of ticket
Every ticket lives in the same list, but they point in two directions:
- Yours to frequentix. A ticket your team opens from the console goes to us. We answer it there, and everyone on your team with support access sees the conversation.
- Theirs to you. A request from a Box Office or Scanner device, from an exhibitor's Leads handset or from a ticket holder's order page lands with your team first. You are the organiser and the person they bought from, so you answer it. If it turns out to be ours, hand it to us with one click (see below).
The list opens on Needs a reply: the tickets where the next word is yours, whichever direction they point. Waiting holds the ones with us, or with the device or buyer who asked.
Opening a ticket with frequentix
New ticket asks for a subject, a category, how urgent it is and what happened, written in the same editor as your emails, so a numbered list or a bold warning reads the way you wrote it. Attach up to 5 images of 5 MB each per message, PNG, JPEG or WebP.
The part that saves the most time is What is it about? One search box links the order, event, ticket type, device, company or contact the ticket concerns. Type a name, an email or paste a reference, and we open the ticket already looking at the right record. The Get help button beside an event's name, on an order and on the ticket-types page opens the same form with that record attached for you.
Urgent means the doors are open and something is broken. It orders our queue; it does not change what your plan includes.
Following the conversation
A ticket's status says whose turn it is: New or Needs your reply when the next word is yours, With frequentix or Waiting on the buyer when it is theirs, then Resolved and Closed. The bell in the top bar lights when a ticket changes, and everyone with support access is emailed when frequentix, a device, an exhibitor or a buyer replies. A colleague's own reply is a bell only.
- Internal notes are for your team: a note on a ticket is never shown to the device or buyer who raised it, and never travels to frequentix if you escalate.
- Mark resolved when the problem is dealt with. A reply from the other side reopens it, and so does Reopen.
- A ticket waiting on a reply for 7 days closes on its own. A closed ticket is read-only; open a new one about the same thing and the earlier conversation is linked for whoever reads it.
- On a ticket with frequentix, once it is resolved you can rate the help from 1 to 5, with a comment if you like. It goes to the person who handled it.
Requests from devices, exhibitors and buyers
Box Office and Scanner. Get help on a device's Session tab sends a request to your team with the app version, the entry point and the device's sync state attached, so you can see what the door was seeing. Box Office requests are text; Scanner can attach a screenshot. The device checks for your reply while the case is open and shows it on the same screen.
Exhibitors. The Leads app's Device screen has the same button. Their request arrives linked to their company and the event, they see only their own requests, and they answer them there.
Ticket holders. The order page every buyer reaches from their emailed link has Need help with this order?. A request arrives linked to the order and the event, the buyer is emailed each reply with a link back to the conversation, and they can rate the help once it is resolved. It is on by default and switched off in Settings → Support contact, in which case the order page shows your support email and phone instead.
Handing a request to frequentix
Escalate to frequentix on any device, exhibitor or buyer ticket moves it to our desk with the whole conversation. Your internal notes stay with your team, whoever raised it keeps replying in the same place, and your team keeps following along. Buyers and devices cannot escalate on their own: their organiser is always the first stop.
Priority support
Who can see and do what
Two permissions in Settings → Team cover the desk. View support tickets reads the team's tickets and receives the bell and the emails. Manage support tickets opens tickets with frequentix, replies, links records, escalates, resolves and closes, and includes reading. Organiser admins have both without a role. See Team & permissions.