TickX Support: What to Expect

This guide explains how TickX support works, including what clients can expect from their dedicated Account Manager and the Solution Experts team. It covers onboarding, training, monthly insights, strategic support, technical assistance, response times, and how to raise different types of queries. It also includes guidance on when to contact TickX, when to contact your ticketing provider, how to manage your own settings, and where to access support articles and urgent calendar status updates.

Welcome to TickX. As part of your service you can expect:

• A Dedicated Account Manager
  Your strategic partner from day one.

• Access to a team of Solution Experts
  Always available to respond quickly and resolve queries efficiently.

Your Account Manager Will:

• Guide you through onboarding
  Ensuring a smooth start with the platform.

• Host training & workshops
  Helping you and your team feel confident using every feature.

• Deliver monthly insights
  A personalised deck with recommendations based on your performance and goals.

• Support strategy & setup
  Available via calls, meetings or email to advise on marketing setup, platform features, and campaign strategy.

Our Solution Experts:

• Platform specialists
  This team knows every corner of the TickX platform.

• Your first line of support
  For setup queries, technical support, or campaign configuration.

• Rapid response times
  Expect a reply within the hour and resolution in 1 working day (unless engineering work is required).

• Always-on support
  Unlike account managers, this is a pooled team available every day of the week—including weekends—for continuous cover.

How to Get Support

• Strategic or campaign questions
  Start with your Account Manager. If time-sensitive, loop in support@tickx.com.

• Urgent setup or platform questions
  Email support@tickx.com directly. Include the word 'urgent' in your subject line if you need a rapid response.

• Ticketing system questions
  Contact your ticketing system provider first. Feel free to loop us in—we’ll investigate or liaise with them as needed.

• Not sure who to ask?
  Reach out to both your ticketing system and support@tickx.com. We’ll coordinate and route it to the right place.

• Making changes to your inventory?
  If you’re updating ticket names, descriptions, add-ons, discounts, or launching a new booking period, notify your Account Manager and support@tickx.com. We’ll ensure everything is syncing correctly across the platform.

• Questions on security or data protection?
  Please email security@tickx.com

Can You Do Things Yourself?

Yes. TickX is designed to give you control when you want it:

• Manage settings via my.tickx.com
  Configure marketing integrations, adjust your calendar availability, or enable purchase flows.

• Access support articles and walkthroughs
  Visit guides.tickx.com for how-tos and FAQs.

• Urgent Calendar Redirects?
  Follow this guide to update URLs: How to update your TickX calendar status
  
  If you have any questions as always you can reach out to your account manager or email support@tickx.com