# Choose who Ticket Fairy support contacts about your event | Ticket Fairy Guides 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Choose who Ticket Fairy support contacts about your event Setting up an event # Choose who Ticket Fairy support contacts about your event Festival teams, venues and promoters who hand an event to its own production or ticketing team want Ticket Fairy support to reach that team rather than the brand office. Each event can carry its own escalation address and point of contact, so a question about one event reaches the people running it. Give Ticket Fairy support two email addresses for one event, the one buyer escalations go to and your team's point of contact, in place of your brand's, or send the event back to your brand's addresses. For: Pointing Ticket Fairy support at the team that runs one event Takes: 3 minutes - [Open Contacts](#step-1) - [Turn off Use Brand Contacts](#step-2) - [Enter the escalation address](#step-3) - [Enter your team's point of contact](#step-4) - [Save the addresses](#step-5) - [Check the addresses the event keeps](#step-6) ## Before you start - You're an owner or an admin for the event. If you can't see **Contacts** in the event menu, ask an owner or an admin to do this part. - You have both email addresses: one for buyer questions that only your team can answer, and one for Ticket Fairy support to reach your team. 1. ## Open Contacts Open your event and select **Contacts** in the event menu. While the event uses your brand's addresses, **Use Brand Contacts** is on and **Brand Contacts** lists them. ![Ticket Fairy event Contacts page with Use Brand Contacts on and the brand's escalation and point of contact addresses listed](https://www.ticketfairy.com/embeds/posters/marketing-event-contacts--brand-contacts.png) Event, Edit, Contacts. 2. ## Turn off Use Brand Contacts Turn off **Use Brand Contacts**. Two fields for the event's own addresses appear above it, and your brand's addresses stay listed below for reference. ![Ticket Fairy event Contacts page with Use Brand Contacts off and the event's own escalation and point of contact addresses entered](https://www.ticketfairy.com/embeds/posters/marketing-event-contacts--event-contacts.png) Event, Edit, Contacts, with Use Brand Contacts off. 3. ## Enter the escalation address Enter the address for buyer questions that only your team can answer in **Contact Email for Escalations**. **Note:** The dashboard marks this address for giving to buyers, so use an inbox your team answers, such as a ticketing or box office address. 4. ## Enter your team's point of contact Enter the address Ticket Fairy support uses to reach your team about this event in **Point of Contact Email for Ticket Fairy Support**. **Note:** The dashboard marks this address for internal use only. It can be a person or a shared inbox for the event's production team. 5. ## Save the addresses Select **Save** below the card. The dashboard confirms the save with "Success". **Note:** The event takes both addresses together. If a field shows "Required" or "Please enter a valid email address.", correct it and select **Save** again. 6. ## Check the addresses the event keeps Open **Contacts** again. **Use Brand Contacts** is off, and the two fields show the addresses you saved. ## Try these steps on your own event Create a free account, build your event and follow the steps above in your own dashboard. It takes a few minutes and you do not need to book a sales call. Your email address [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) No setup fees. No required monthly ticketing fee. No credit card required. ## Or have it done for you Fai, the assistant inside your dashboard, can set both addresses on one event. She shows you the change and asks you to approve it before she saves it. The command line sets the same two addresses through an event update. ### In your dashboard, with Fai For \, set the contact email for escalations to \ and the point of contact email for Ticket Fairy support to \, then show me the change before you save it ## From your terminal Install the CLI from [our CLI page](https://www.ticketfairy.com/cli), sign in with `ticketfairy auth login`, and choose the brand you are working on with `ticketfairy brand use `. `ticketfairy brand list` and `ticketfairy event list` show the IDs the other commands use. Use the same login with the command line that you use in the dashboard, as an owner or an admin for the event. Send both addresses in one update, because the event takes the two together. ### Sets the event's escalation address and its point of contact for Ticket Fairy support, in place of the brand's ticketfairy event update \ --body '{"externalSupportEmail":"\","internalSupportEmail":"\"}' ## Let Fai do it for you Fai works inside your Ticket Fairy dashboard. Create your account, open Fai and paste the prompt above. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) No setup fees. No required monthly ticketing fee. No credit card required. ## Go back to your brand's addresses On **Contacts**, turn on **Use Brand Contacts**, then select **Save**. The event's own addresses are removed, and the event uses the addresses under **Brand Contacts** again. Fai can remove the event's own addresses, so the event uses your brand's again. She shows you the change and asks you to approve it first. The command line does the same with an event update that clears both addresses. ### In your dashboard, with Fai For \, remove the event's own support contact addresses so it uses the brand contacts again, and show me the change before you save it ### From your terminal Use an owner or admin login for the event. Clear both addresses in one update. #### Removes the event's own addresses so the event uses the brand's again ticketfairy event update \ --body '{"externalSupportEmail":null,"internalSupportEmail":null}' ## Questions you might have What is the difference between the two addresses?: Contact Email for Escalations is the address for buyer questions that need your team, and the dashboard marks it for giving to buyers. Point of Contact Email for Ticket Fairy Support is where Ticket Fairy support reaches your team about the event, and the dashboard marks it for internal use only. Do buyers see these addresses on my event page or tickets?: No. Your event page, checkout and tickets do not print either address. Ticket Fairy support sees both beside the event's orders when it looks one up for a buyer. Why is Use Brand Contacts on when I open the page?: The event has no addresses of its own yet, so it uses your brand's. The page shows the switch on until the event has both of its own addresses saved. Why does Brand Contacts say Not provided?: Your brand has no address of that kind saved. Turn off Use Brand Contacts and enter the event's own addresses, so Ticket Fairy support has an address for your team about this event. I entered support addresses when I published. Where did they go?: The Support Information section of the publish dialog saves them. If your brand had addresses and this event had none of its own, the addresses you entered replaced your brand's, for every event that uses brand contacts. If your brand had none, they were saved for this event only. Use this page to give one event its own addresses without changing the brand's. Do the addresses copy when I duplicate the event?: Only if you turn on **Contacts** in the Duplicate Event dialog. It starts turned off, so a copy uses your brand's addresses until you give it its own. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No required monthly ticketing fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/features) - [Schedule when your event goes live](https://www.ticketfairy.com/guides/schedule-when-your-event-goes-live) - [Duplicate an event](https://www.ticketfairy.com/guides/duplicate-an-event) - [Invite your team to your events and choose what each person can do](https://www.ticketfairy.com/guides/invite-your-team) - [Create an event](https://www.ticketfairy.com/guides/create-an-event) - [Use Freefund to reduce no-shows at free and RSVP events](https://www.ticketfairy.com/guides/reduce-no-shows-at-free-rsvp-events) - [Run an A/B test for your event](https://www.ticketfairy.com/guides/run-an-ab-test-for-your-event) - [Make your event invitation-only](https://www.ticketfairy.com/guides/make-an-event-invitation-only) - [Password-protect your event](https://www.ticketfairy.com/guides/password-protect-your-event) - [Sell tickets by personal invitation](https://www.ticketfairy.com/guides/sell-tickets-by-personal-invitation) - [Unlock hidden tickets with an access code](https://www.ticketfairy.com/guides/unlock-hidden-tickets-with-an-access-code) - [Approve orders before buyers receive tickets](https://www.ticketfairy.com/guides/approve-orders-before-buyers-receive-tickets) - [Postpone or reschedule an event](https://www.ticketfairy.com/guides/postpone-or-reschedule-an-event) - [Cancel an event](https://www.ticketfairy.com/guides/cancel-an-event) - [Take pre-registrations before your ticket on-sale](https://www.ticketfairy.com/guides/take-pre-registrations-before-your-on-sale) - [Create a reusable event template](https://www.ticketfairy.com/guides/create-a-reusable-event-template) - [Set up ticketing for a multi-day festival](https://www.ticketfairy.com/guides/sell-a-multi-day-festival) - [Sell parking, camping and merchandise with your tickets](https://www.ticketfairy.com/guides/sell-add-ons-with-your-tickets) - [Group your tickets into categories](https://www.ticketfairy.com/guides/group-your-tickets-into-categories) - [Issue reusable event passes to crew and artists](https://www.ticketfairy.com/guides/issue-entry-passes-to-your-crew) - [Set up ticket types](https://www.ticketfairy.com/guides/set-up-ticket-types) - [Limit who can buy a ticket type](https://www.ticketfairy.com/guides/limit-who-can-buy-tickets) - [Sell tickets only to your NFT holders](https://www.ticketfairy.com/guides/sell-tickets-only-to-your-nft-holders) - [Add your flyer and description to your event page](https://www.ticketfairy.com/guides/design-your-event-page) - [Answer your buyers' questions on the event page](https://www.ticketfairy.com/guides/add-faqs-to-your-event-page) - [Sell timed-entry tickets for an attraction, exhibition or food event](https://www.ticketfairy.com/guides/sell-timed-entry-tickets) - [Run a recurring event series](https://www.ticketfairy.com/guides/run-a-recurring-event-series) - [Sell VIP tables and bottle service through your promoters](https://www.ticketfairy.com/guides/sell-vip-tables-and-bottle-service) - [Hold back tickets for later](https://www.ticketfairy.com/guides/hold-back-ticket-stock) - [Schedule ticket releases](https://www.ticketfairy.com/guides/schedule-ticket-sale-windows-and-release-tiers) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) ## Sell tickets with Ticket Fairy Everything in these guides is in your dashboard from the day you sign up. - Set up your event in minutes - Free events are free - Fai, your co-pilot, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No required monthly ticketing fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/features) ### Tips for selling more tickets Practical advice from organisers who sell out, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- 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. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)