--- title: "Event Support Inbox | Chat, Instagram and Messenger Together" description: "Bring website chat questions, Instagram and Messenger messages and buyer email replies into one team inbox, with history and draft replies for staff to review." canonical: "https://www.ticketfairy.com/event-ticketing/event-support-inbox" --- Free on Every Plan # One Support Inbox for Your Attendees' Messages Chat, DMs and Email Replies. One Queue With Faster Replies - **One** Unified Queue - **AI** Drafted Replies - **Human** Approval & Handover [Get Started](https://manage.ticketfairy.com/welcome) [Book Demo Call](https://www.ticketfairy.com/event-ticketing/book-a-demo) Ask Fai, our AI teammate, about Ticket Fairy’s features, pricing and how it could work for your event. No setup fees or subscription required ![Ticket Fairy event dashboard](https://www.ticketfairy.com/resources/css/pages/contact-us-v4/img/dashboard-main-optimized.jpg) Your team answers with the buyer, payment and ticket details beside the conversation, so fewer questions become refunds or missed arrivals. Run your events like a company many times your size. Sell more tickets, understand your audience and run your event with less admin. **25,000+** Events ticketed **10M+** Tickets issued **$300M+** Ticket sales **10+** Countries What you can do ## Give Support Staff the Order Details Behind Every Conversation ### Every Channel, One Queue Website chat questions, Instagram and Messenger DMs and buyers' email replies arrive in the same inbox, so your team no longer has to check five places. ### AI Answers Routine Questions Concierge answers common questions using the event details, venue policies and FAQs your team provides, including in Instagram messages. ### Drafts, Not Dictates On Instagram DMs, choose whether Concierge replies for you or drafts a reply for your team to approve, edit or replace. A person can take over on every channel. ### Full Conversation History Every thread keeps its history across channels and teammates, so nobody asks an attendee to repeat themselves. ### Built for Teams Support roles keep access scoped, and any teammate can see what's open, what's answered and what needs a human. ### Buyer Details Beside the Conversation See the buyer's ticket and payment details while you reply, so "where's my ticket?" gets a useful answer quickly. [Explore all features](https://www.ticketfairy.com/features) Our team answers your buyers, day and night ## Our team answers your ticket buyers' questions for you, at no extra cost. ### 24/7 ticket buyer support Our support team is there around the clock to help your ticket buyers with any question, by email, chat and social media. ### Help moving from another platform When you move from another platform, our team can set up your events and branding and train your team, timed around your on-sale date. ### Multi-channel support You can get support by email, WhatsApp and video call on Zoom or Google Meet, plus a help center full of guides and FAQs. ### Help during your event If something goes wrong during an on-sale, contact our team at any hour and we will help you fix it. ## Your ticket price and the fee Standard buyer-paid ticket fees include payment processing and customer service for your ticket buyers. Taxes, optional services, bank installments and custom agreements may change the total. You can start with no setup or required monthly fee. When buyers pay the ticketing fee, you receive the ticket price you set. Choose your country: ### Your country and ticket price set the fee Fees depend on your ticket price and country. All standard fees shown include payment processing and customer service for your ticket buyers. 🎟️ You and your attendees pay no fees on free tickets 💎 8–10% of the ticket price: the higher the ticket price, the lower the fee 📊 Minimum fee of US$2.00 per paid ticket ✅ Core ticketing, standard payment processing and customer service for your ticket buyers included ### What your ticketing fee includes - Your ticketing platform and event tools - Standard card payment processing - Campaigns and buyer referral rewards - Customer service for your ticket buyers, handled by Ticket Fairy, plus support for you - Real-time analytics dashboard - Mobile check-in app No setup fee or required monthly fee • By default, buyers pay the fee on top of your ticket price and you receive the full ticket price [See full pricing breakdown](https://www.ticketfairy.com/pricing) Why Ticket Fairy ## Answer Every Buyer From One Shared Inbox ### Questions scattered across channels? Chat here, DMs there, email everywhere. One queue means nothing slips through the week before doors. ### Attendees waiting for routine answers? Concierge can answer from the event details and policies your team provides, while people handle uncertain or sensitive questions. ### Attendees repeating themselves? Conversation history follows the handover across channels and teammates, so every reply starts with the full story. How Ticket Fairy helps ## Answer Buyer Questions With the Booking Details in View The week before an event, buyer questions arrive through the chat widget on your site and in Instagram and Messenger DMs, and buyers reply to your emails. The Support Inbox brings those conversations into one queue, with the earlier messages ready for whichever teammate replies. Concierge can answer routine questions about set times, parking, age limits and ticket information using the details and policies your team provides. When a question is uncertain or sensitive, it goes to the inbox with the earlier messages and a draft your team can approve, edit or replace. How it works ## Route the Message, Draft the Reply and Resolve the Buyer 1. 1 ### Route the message Bring website chat questions, DMs and buyers' email replies into the support queue. 2. 2 ### Review the Order Use the buyer, payment and ticket details beside the conversation to draft a useful reply. 3. 3 ### Resolve the question Approve the answer, hand over sensitive cases and keep the conversation moving. ## Turn Faster Answers Into Fewer Refunds and Smoother Arrivals Read more ### Why Event Support Needs Its Own Inbox Generic helpdesk tools do not know your events, while social inboxes do not show the order behind a buyer question. An event support inbox does both: it uses your event details through the [AI concierge](https://www.ticketfairy.com/features/ai-ticket-concierge), hands uncertain questions to a person with the conversation history, and gives staff the ticketing details that answer most questions. The result is faster first replies during on-sale and show week, when quick answers help sell tickets. Keep exploring ## Related event tools and practical guides [**Ticketing platform for event organizers** See every feature, the pricing and the support you get with Ticket Fairy.](https://www.ticketfairy.com/event-ticketing/) [**Event Promo Codes** Track the campaigns and promoters that sell tickets.](https://www.ticketfairy.com/event-ticketing/event-promo-codes) [**Event Waiting List** Track the campaigns and promoters that sell tickets.](https://www.ticketfairy.com/features/orders-refunds-and-resale/resale-transfers-and-waiting-lists) [**Custom registration questions** Collect the details your team needs.](https://www.ticketfairy.com/features/checkout/checkout-questions-and-attendee-details) [**Table booking software** Sell tables, take deposits and manage guest details.](https://www.ticketfairy.com/features/add-ons-and-upsells/vip-tables-and-auctions) [**Ticket scanning** Give entry staff tickets and a shared guest list.](https://www.ticketfairy.com/features/check-in-and-box-office/door-scanning-and-entry) [**AI Concierge** The AI that answers your attendees](https://www.ticketfairy.com/features/ai-ticket-concierge) [**Best Event Ticketing Software Compared** Side-by-side comparison of features, pricing, and best use cases across major ticketing platforms.](https://www.ticketfairy.com/blog/the-best-event-ticketing-software-of-2023-price-and-feature-comparison) [**Early Bird & Tiered Pricing Strategies** How to structure ticket tiers and early bird pricing to maximize revenue and drive urgency.](https://www.ticketfairy.com/blog/tiered-pricing-and-early-bird-strategies-for-festivals) [**Using Ticketing Data to Improve Your Events** Turn attendee insights into smarter marketing, better programming, and higher sales.](https://www.ticketfairy.com/blog/how-to-use-ticketing-data-and-analytics-to-improve-your-festival) ## Questions About Event Ticketing Browse by category ### Online Event Ticketing and Event Management #### How is Ticket Fairy different from other event ticketing platforms? Your buyers can earn money back when friends buy through their personal links, so every sale can bring in the next one. You can see which campaigns and promoters generate revenue, receive payouts as tickets sell on your own connected Stripe account, where your country supports it, and give your door team the information to get guests in faster. Our team also answers your buyers' ticketing questions. #### How much can referrals add to my ticket sales? Events sell 20% more tickets on average with referral rewards, and events with passionate audiences often go further. Your result depends on your event, your audience and the rewards you set. Jorge Perdomo of The Fluffy Cloud saw $25,778 in referral ticket sales from $1,368 in cash-back rewards, and 31% of his buyers shared their link. #### How can my team manage guest tickets? You can email guest tickets individually, upload a CSV to issue thousands at once, or give partners an allocation they manage themselves. You set each partner's limit, so they can issue their own tickets without sending another list to your team on event day. Every guest receives a scannable PDF ticket that your door staff check in the same way as a paid ticket. #### Which countries can I sell tickets in? We support events and venues worldwide with dedicated services in the USA, UK, Australia, Canada, New Zealand, Mexico, India, Indonesia, Singapore, mainland Europe and more. Our platform processes payments in local currencies including USD for the USA, GBP for the UK, AUD for Australia, CAD for Canada, NZD for New Zealand, MXN for Mexico, INR for India, and IDR for Indonesia. #### Does it cost anything to switch from my current event ticketing provider? No. Core ticketing has no setup fee or required monthly fee. We will even help you create your first event. [Get started today!](https://manage.ticketfairy.com/welcome) #### Can I create events and set up online ticket sales myself? Yes. You can create events, set ticket types and prices, and publish tickets from your dashboard, including from your phone. You can update details and add tickets yourself, with referral rewards to help bring in buyers. Core ticketing needs no setup fee or monthly subscription. #### How can Ticket Fairy help experienced event promoters? Your team can reward buyers for bringing friends, follow each campaign's ticket sales, answer attendees and scan tickets at the door. You can see which promotion brings in revenue and give staff the information they need on event day. #### How easy is it to move to your event ticketing software from another platform? We can help with event setup, branding and staff training. We will review what you need to move and your on-sale date before agreeing a timetable. #### What help can I get with ticketing for my event? Our customer service team helps you and your attendees, with 24/7 support. #### Is the Fai I talk to here the same as Fai in my dashboard? Talking to Fai on this page is a sales conversation about features, pricing and whether Ticket Fairy fits your events. After you sign up, Fai in your dashboard works on your own events: ticket changes, sales checks and event updates, within the permissions you set. ### Ticket Fees and Pricing #### Who pays for your ticket fee? Buyers pay the ticketing fee by default, or you can include it in your ticket price. The fee depends on your ticket price and includes card processing. Refunds and any referral rewards you offer come out of ticket revenue. Referral rewards apply to paid tickets at events where you enable referrals. #### Do you charge for free events? No. Free events carry no ticketing fee. Fees apply only to paid tickets. #### Do I pay for each person on my team? No. Every paid plan includes unlimited team members at no extra cost. Free includes 3 team members, plus unlimited door staff and promoters. #### Do you charge for issuing guest tickets? No, there is no charge for issuing guest tickets. These are free tickets and are not subject to any ticket fee. ### Payments and Payout of Ticket Revenue #### When do I get paid? Daily, on your own connected Stripe account, where your country supports it. Other payment processing accounts pay out on that processor's own schedule. When Ticket Fairy processes the payments for you, you usually get paid 10 to 15 business days after the event ends. If an event has chargebacks or cancellations, we can hold its funds until the chargeback window closes. Read our [revenue release policy](https://www.ticketfairy.com/revenue-release-policy) for more detail. Payment options vary by country. #### Which payment processors does Ticket Fairy use? Your buyers pay by card, digital wallet or a local payment method for your country. Card processing is part of the ticketing fee, so it never comes out of your ticket price unless you choose to absorb the fee. You can also connect your own Stripe account, where your country supports it. #### Can I sell event tickets at the door? Yes. Your door team can sell walk-up tickets in the Entry Fairy app and take cash, or a tap of a card, phone or watch on a compatible Android phone. Online, box office and door sales share the same ticket availability, so your box office never oversells. ### Ticket Scanning and Check-In #### What options do you have for access control? Do you have an event check-in app? You can scan tickets with our mobile app, Entry Fairy, or use an RFID or cashless system we work with: Billfold, MyCashless, Weezevent or Weeztix, PlayPass, WRSTBND or Intellitix. Your door team can scan on their own iOS or Android phones. #### What do my ticket buyers receive after buying their ticket? Your buyers get a confirmation email with their tickets and a QR code for each one. They can show it on their phone at the door or find it again in My Tickets. #### Does scanning work without a signal? No. The Entry Fairy app needs an internet connection to scan tickets, so your team should check the signal at each entrance before the doors open. ### Help for your team and ticket buyers #### What makes your customer support stand out from other ticketing platforms? Your team can get help from people who have worked on events: - **24/7 Global Coverage:** Round-the-clock support across all time zones - **Multi-channel support:** By email, WhatsApp and video call on Zoom or Google Meet - **Event Industry Experts:** Support staff with practical experience managing events - **Help during your event:** Contact our team for help with urgent ticketing problems during your event. #### How do you handle customer issues and support for different event sizes? Your staff can get support suited to your event's size and the work you need help with: - **Dedicated Account Managers:** A personal account manager for every event organizer - **Support on Every Plan:** The same 24/7 support on every plan, by email, WhatsApp and video call on Zoom or Google Meet - **Priority Support:** Faster replies when something is urgent - **Technical Expertise:** Help with complex integrations and customizations #### What help and learning resources can my event team use? Your team can get help setting up tickets, training staff and using Ticket Fairy: - **Knowledge Base:** Extensive documentation and how-to guides - **Training Sessions:** Training for you and your staff - **Best Practice Guides:** Industry insights and event management tips #### What help can my team and ticket buyers get before, during and after the event? Your team can get help with ticket setup, event-day ticketing problems and buyer questions: - **Pre-Event Support:** Assistance with setup, configuration, and marketing - **During-Event Support:** 24/7 support, before, during and after your event. - **Post-Event Analysis:** A recap of your event's sales and attendance that you can share with venues, artists and sponsors - **Attendee Support:** Direct assistance for ticket buyers, reducing your workload - **Continuous Improvement:** We ask for your feedback regularly and use it to improve our service ### Platform Essentials and Day-of Event Tools #### How does check-in and ticket scanning work on event day? Most iOS or Android phones and tablets can scan tickets with Entry Fairy. Offline scanning is not available yet, so your door staff need an internet connection to scan tickets. Check connectivity at each entry point before doors. Your existing RFID partner can also scan Ticket Fairy QR codes. #### Can I ask attendees about dietary requirements, accessibility needs and other event details? Yes. You can ask questions for the whole order or for each ticket, including dietary requirements, accessibility needs and T-shirt sizes. The answers can be exported with your order data so your team can prepare before guests arrive. #### How do attendees buy and receive their tickets? Attendees choose their tickets, add any promo or discount code you've set up and pay. They then get a confirmation email straight away, with PDF tickets attached, each with a scannable QR code. If someone loses the email, you can resend it from your dashboard. #### What ticketing features and event tools come with the platform? You can create event pages, ticket types and release tiers, offer reserved seats and add-ons, and run promotions. Your marketing, payouts, scanning and reports are in the same place, so your team can help buyers and get ready for the door without switching tools. #### Do you support box office sales, and how do credit card fees work? Yes. Your box office can sell walk-up tickets and take card payments with a card reader or [Tap to Pay](https://www.ticketfairy.com/event-operating-system/front-of-house/cashless-and-wristbands) on a compatible Android phone. Door, box office and online sales share the same ticket availability, so every sale comes out of the same tickets. The standard ticketing fee includes card processing. #### How do you handle data security and customer privacy? Card payments go straight to our payment processors, and raw card details never sit on our servers. Your customer data stays in your dashboard, and we never use it to promote competing events. #### Can I put tickets on sale without technical help? Yes. You can enter your event details, set ticket types and prices, and choose the questions buyers answer at registration. You decide when tickets go on sale and can update the event or add ticket types from your dashboard. #### What access control and analytics tools do you provide for events? Your door staff can scan tickets with Entry Fairy or use your existing RFID partner. You can see live sales, traffic sources and promoter results, so you know what brings in buyers while tickets are still on sale. #### Where can I see attendee data and individual ticket order details? Your team can find attendee information, tickets and payment details in your dashboard to answer buyer questions. Staff can filter and export the information their role allows them to access. Your customer data stays in your account and is never shared with other event organizers. #### Can your platform handle multiple events and different event formats? Yes. You can manage several events from one dashboard, from club nights to events with tens of thousands of attendees. Festivals, conferences, business events, theater and sports events can each use the ticketing setup they need. #### Can I customize my checkout page, and how do platform fees show up? Yes. Your checkout can carry your colors and copy, with your own questions, add-ons and tipping options. Buyers pay the ticketing fee by default, or you can include it in your ticket price. Your country's fees are shown on the pricing page. #### Can you integrate with badge printing systems for a smoother attendee experience? Yes. Your desk staff can check attendees in and print their name badges on the spot, or attendees can print their own at a self-service kiosk. Your team can then scan the badges with Entry Fairy. #### How do I handle special attendee requests captured at registration? You can see each attendee's special requests, such as accessibility needs, dietary requirements, T-shirt sizes or anything else they answered in your registration questions, on their order in your dashboard. You can filter and export them before the event so your staff can prepare. ### Further Resources #### Where else can I find out whether Ticket Fairy is the right online ticketing platform for me? - [Festival Ticketing Software](https://www.ticketfairy.com/solutions/festivals) - [Event Payment Software](https://www.ticketfairy.com/features/payments-and-payouts) - [Event Registration Platform](https://www.ticketfairy.com/event-ticketing/event-registration-platform) - [Eventbrite Alternative - Ticket Fairy vs Eventbrite Comparison](https://www.ticketfairy.com/compare/ticketing/eventbrite-alternatives) - [Sell Tickets with Stripe](https://www.ticketfairy.com/event-ticketing/sell-tickets-with-stripe) - [Music Ticketing Software](https://www.ticketfairy.com/solutions/concerts-and-live-music-venues) - [Music Festival Ticketing System](https://www.ticketfairy.com/solutions/festivals) - [RSVP Website Software](https://www.ticketfairy.com/features/ticket-types-and-pricing/free-and-online-events) - [Nightclub Ticketing Software](https://www.ticketfairy.com/solutions/nightclubs-and-club-nights) - [New Year's Eve Ticketing Platform](https://www.ticketfairy.com/event-ticketing/new-years-eve-ticketing-platform) - [NFT Gated Ticketing](https://www.ticketfairy.com/event-ticketing/nft-gated-ticketing) - [Ticket Scanning App](https://www.ticketfairy.com/features/check-in-and-box-office/door-scanning-and-entry) - [Timed Entry Ticketing](https://www.ticketfairy.com/features/seating-and-timed-entry/timed-entry) - [Food Festival Ticketing System](https://www.ticketfairy.com/solutions/food-festivals) - [Beer Festival Ticketing System](https://www.ticketfairy.com/solutions/beer-festivals) - [Haunted Attraction Ticketing Platform](https://www.ticketfairy.com/event-ticketing/haunted-attraction-ticketing-platform) - [Escape Room Ticketing System](https://www.ticketfairy.com/event-ticketing/escape-room-ticketing-system) - [Burning Man Camp Fundraisers](https://www.ticketfairy.com/event-ticketing/burning-man-camp-fundraisers) - [Wine Festival Ticketing System](https://www.ticketfairy.com/solutions/wine-festivals) - [White Label Ticketing](https://www.ticketfairy.com/event-ticketing/white-label-ticketing) - [Multi-Day Event Ticketing System](https://www.ticketfairy.com/features/ticket-types-and-pricing/multi-day-festival-tickets) #### Is Ticket Fairy available in my country? Yes! Ticket Fairy operates globally and offers localized solutions in many countries: - [Event Ticketing Software Australia](https://www.ticketfairy.com.au/) - [Event Ticketing Software New Zealand](https://www.ticketfairy.co.nz/) - [Event Ticketing Software United Kingdom](https://www.ticketfairy.co.uk/) - [Event Ticketing Software Canada](https://www.ticketfairy.ca/) - [Event Ticketing Software India](https://www.ticketfairy.in/) - [Event Ticketing Software Mexico](https://www.ticketfairy.mx/) - [Event Ticketing Software United Arab Emirates](https://www.ticketfairy.ae/) Ready when you are ## Answer More Buyers Before Doors Open [Answer Buyers Faster](https://manage.ticketfairy.com/welcome) [Book Demo Call](https://www.ticketfairy.com/event-ticketing/book-a-demo) Give buyers faster answers across website chat, Instagram and Messenger, with your team ready when a person needs to step in. --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)