---
title: "Answer what ticket buyers ask you on social | Ticket Fairy Guides"
description: "Answer every comment on your event posts and every direct message from ticket buyers in one Inbox. Tell a buyer from a passer-by, reply in public or in private, hide touts several at a time, and share each conversation with your team."
canonical: "https://www.ticketfairy.com/guides/read-what-your-audience-says-on-social"
---

1. [Ticket Fairy](https://www.ticketfairy.com/)
2. [Guides](https://www.ticketfairy.com/guides)
3. Answer what ticket buyers ask you on social

Social media

# Answer what ticket buyers ask you on social

The question that decides whether a fan buys usually comes under your post or in a direct message, not by email. Every comment and message comes into your dashboard, with your past buyers marked, so you can see which questions to answer first. A small team can split the messages between them without two people answering the same fan.

Takes:  9 minutes

[Watch the video: Answer what ticket buyers ask you on social](https://d3lcdr963b5ubl.cloudfront.net/uploads/guides/video/read-what-your-audience-says-on-social/04861548fbb6dad65870bee3d0fe94d1f686b436e6fc217c3db8042d12af7f1e/804aded427f593bf/guide.mp4) · [English](https://www.ticketfairy.com/resources/captions/guides/guide-read-what-your-audience-says-on-social-804aded427f5.vtt)

***Watch how it's done** 5 min 22 s, with captions.*

- [Open Comments under Social](#step-1)
- [See which commenter already bought a ticket](#step-2)
- [Find the comments that need you first](#step-3)
- [Answer in public](#step-4)
- [Post the reply](#step-5)
- [Move an order question into a private message](#step-6)
- [Send the private message](#step-7)
- [Hide a tout](#step-8)
- [Hide several comments together](#step-9)
- [Confirm the hide](#step-10)

## Before you start

- You're an owner, admin, support or curator of the brand. To open Messages you need an owner, admin or support role.
- Your Instagram account or Facebook Page is connected to the brand.

1. ## Open Comments under Social
    [Play from here](#guide-video)
   Open your brand, select **Social** and then **Inbox**, then select **Comments**.

   **Note:** Every comment on every connected account arrives in one list, newest first. Each row shows the fan, the comment and the post it is on.

   ![Social Comments list showing each fan with a Ticket buyer badge, their comment, the post, the mood and the private message window](https://www.ticketfairy.com/embeds/posters/marketing-social-comments--feed.png)    
   *Comments, with a question, praise, a support case and two touts.*
2. ## See which commenter already bought a ticket
    [Play from here](#guide-video)
   Look for **Ticket buyer** under the fan's name.

   **Note:** The badge shows when the fan is linked to a customer who has ordered from your brand, for any of your events. **Follows you** and the follower count sit beside it.
3. ## Find the comments that need you first
    [Play from here](#guide-video)
   Read the mood beside each comment, such as **Frustrated**.

   **Note:** The mood comes from the words alone, so use it to choose which comments to read first, then read the comment itself before you answer.
4. ## Answer in public
    [Play from here](#guide-video)
   Select **Reply** on the comment.

   **Note:** Everyone reading the post sees a public answer, so one reply can answer the same question for many buyers.

   ![The Reply to comment dialog showing a fan's question about the age limit and the box for the public answer](https://www.ticketfairy.com/embeds/posters/marketing-social-comments--reply.png)    
   *Reply to comment.*
5. ## Post the reply
    [Play from here](#guide-video)
   Enter your answer, then select **Post reply**.

   **Note:** Your reply appears under the post as the account, not as you.
6. ## Move an order question into a private message
    [Play from here](#guide-video)
   Open the menu at the end of the comment and select **Private message**.

   **Note:** The badge beside the comment shows how many days you have left to message the fan. The networks let you send one private message per comment, up to 7 days after the fan left it.

   ![The Send a private message dialog for a fan who was charged twice, saying only the fan will see the message](https://www.ticketfairy.com/embeds/posters/marketing-social-comments--private-message.png)    
   *Send a private message.*
7. ## Send the private message
    [Play from here](#guide-video)
   Enter your message, then select **Send message**.

   **Note:** The message goes to the fan's private inbox and nobody else sees it. It can be up to 1,000 characters.
8. ## Hide a tout
    [Play from here](#guide-video)
   Select **Hide** on the comment.

   **Note:** Only the person who left the comment can still see it, which draws less attention than deleting it. Select **Show again** in the same place to put it back.
   **Tip:** **Possible scam** marks a comment the Social Assistant's scam guard thinks you should hide. The scam guard hides the comments it's sure about as they arrive, and lists each one with Undo.
9. ## Hide several comments together
    [Play from here](#guide-video)
   Tick the box beside each comment you want to hide, then select the Hide button that appears above the list.

   **Note:** You can select up to 25 comments on the page in front of you. Comments that are already hidden are left as they are.
10. ## Confirm the hide
     [Play from here](#guide-video)
    Select **Hide comments** in the confirmation.

    **Note:** We hide each comment separately. Any we couldn't hide are listed above the list with the reason, so you can try them again.

    ![The Hide 2 comments? confirmation over the Comments list, saying nothing is deleted and each comment can be shown again](https://www.ticketfairy.com/embeds/posters/marketing-social-comments--bulk-hide.png)    
    *The confirmation before two touts are hidden.*

## Or have it done for you

Fai, your AI teammate, can check sales, update your event or change a ticket when you ask.

Fai reads you the comments, drafts an answer, and posts it in public or sends it as a private message. She hides up to 25 comments at once, and she asks before every reply or hide, because fans see the result. Hide a single comment from its menu in Comments.

### In your dashboard, with Fai

```
What are buyers asking under our posts for <BRAND NAME>, and which ones need an answer today
```

## Answer a direct message as a team

 [Play from here](#guide-video)

1. ### Open the conversation

   Under **Inbox**, select **Messages**, then select the conversation in the list.

   **Note:** Each conversation shows whether its to-do is still open and who owns it. The header then shows the same, beside the conversation's own status.

   ![Social Messages page with a fan's conversation open, its to-do and owner, a note from a teammate, a suggested reply and quick replies above the reply box](https://www.ticketfairy.com/embeds/posters/marketing-social-inbox--conversation.png)    
   *Messages, with one conversation open.*
2. ### The fan beside the conversation

   Beside or under the conversation, **Recent orders with you** lists the fan's last five orders with your brand, with the event, its date, the number of tickets and where the order stands. **Recent comments on your posts** lists their last five comments. **View fan story**, on the fan's card above them, opens everything they have done with you.

   **Note:** Owners, admins and support also see the buyer's name, and **Open order** when their event role lets them open that event's orders. Nobody sees the amount of a refunded, part-refunded or payment plan order, and you see no orders for a fan until an owner or admin links them to a customer.
3. ### Give the conversation an owner

   Select **Change owner**, or **Assign** when nobody owns it yet.

   ![The Change owner dialog over a social conversation, with the teammate who owns it chosen](https://www.ticketfairy.com/embeds/posters/marketing-social-inbox--change-owner.png)    
   *Change owner.*
4. ### Choose the teammate

   Choose the teammate under **Owner**, then select **Save owner**.

   **Note:** Only teammates who can work in Social are listed. **Leave unassigned** hands the conversation back to the whole team.
5. ### Leave a note for your team

   Select **Add note**, then enter the note and select **Save note**.

   **Note:** Your team sees the note in the conversation. The fan never sees it.

   ![The Add a note for your team dialog over a social conversation, saying the fan never sees the note](https://www.ticketfairy.com/embeds/posters/marketing-social-inbox--add-note.png)    
   *Add a note for your team.*
6. ### Start the reply from a quick reply

   Optional: Select one of your saved messages above the reply box to put its words in the box.

   **Note:** The buttons are your active saved messages from **Saved messages** under Outreach, up to six. Change the words before you send if the fan asked something else too.
7. ### Send the reply

   Enter your reply and select **Send reply**.

   **Note:** The line above the box says how long you have left to reply, and names a teammate who is replying to the same fan right now. When you send the reply, the conversation's to-do is marked done too.
8. ### Mark the to-do done

   Optional: Select **Mark done** when the fan needs nothing more and you did not reply.

   **Note:** Mark done finishes your team's to-do only, and the conversation itself stays as it is. A new message from the fan opens the to-do again.
   **Tip:** **Reopen** in the same place brings a finished to-do back.

Fai lists your conversations, reads you the fan's recent orders and comments, gives a conversation an owner, adds a note for your team, replies to the fan, and marks the to-do done or opens it again. She asks before each change, and a reply goes out only while the fan's reply window is open.

### In your dashboard, with Fai

```
Which instagram messages for <BRAND NAME> are still to do, and who owns each one
```

## Set how quickly your team replies

 [Play from here](#guide-video)

1. ### Open the reply time

   Select **Set a reply time** at the top of **Messages**.

   **Note:** Once a time is set, the button names it, such as Reply within 1 hour. Only owners and admins can change it, and everyone else can see it.

   ![The Reply to messages within dialog with a one-hour reply time chosen for the team](https://www.ticketfairy.com/embeds/posters/marketing-social-inbox--reply-time.png)    
   *Reply to messages within.*
2. ### Choose the time and save it

   Choose a time under **Reply within**, from 15 minutes to 24 hours, then select **Save**.

   **Note:** Each open conversation in Messages and To do then shows how long the fan has waited, such as Waiting 45 min, or Over your 1-hour reply time once they have waited longer. Fans never see it.
   **Tip:** **No time set** in the same list turns it off.

Fai tells you your team's reply time and changes it or turns it off for an owner or admin. She asks before she saves it.

### In your dashboard, with Fai

```
Set our social reply time to 30 minutes
```

## Find a comment again later

 [Play from here](#guide-video)

1. ### Search the words you remember

   Enter part of the comment in the search box above the list.

   **Note:** Search looks through the comment's words, not the person's name, so search for a phrase you remember from the comment.
2. ### Bring the hidden ones back into view

   Turn on **Include hidden** to see the comments you have hidden.

   **Note:** The list leaves out hidden comments until you turn this on, so use it to check or undo a hide.

Fai searches the comments and reads you the matches. You unhide a comment yourself in Comments.

### In your dashboard, with Fai

```
Find the comments for <BRAND NAME> that mention refunds
```

## Questions you might have

**Does a reply go out as me or as the account?**

 As the account. The buyer sees your brand answering, and your teammates see in the dashboard which of you sent it.

**Why is there no Private message on some comments?**

 The networks allow a private message for 7 days after the comment is left, and the badge beside the comment shows how many days are left. You can also send only one private message per comment, so once you or an auto-reply has messaged a comment, the option is gone.

**Should I hide a comment or delete it?**

 Hide it. The person who left it still sees it, which rarely starts an argument, and you can show it again. **Delete**, in the menu at the end of the comment, removes it from the post for them too. It asks you first, and you can't undo it.

**Can I hide several comments on my phone?**

 You only see the selection boxes on a wider layout, such as a laptop. On a phone, hide each comment from its own menu, or ask Fai to hide several at once.

**What does the mood measure?**

 It reads the words of each comment for you, so you can sort a long thread quickly. Use it to find the comments worth reading first, not as the answer.

**Does Mark done close the conversation?**

 No. It only marks your team's to-do as done. The conversation's own status, shown in the header beside To do, stays as it is.

**How long do I have to reply to a direct message?**

 24 hours after the fan's last message, and the line above the reply box counts it down. After that you can still send a personal reply for up to 7 days after their last message, and after 7 days the fan needs to message you again first.

**Who can see a note on a conversation?**

 Everyone on your team who can open Messages. The fan never sees it.

**Can the assistant hide scam comments for me?**

 Yes. The Social Assistant's scam guard hides comments that look like ticket scams or touts as they arrive, never deletes them, and lists each one under Done with Undo. You can ask it to check with you first instead.

**Can I delete a reply the assistant posted under a comment?**

 Yes. On the Assistant's Done list, select **Delete reply** beside the reply and confirm, and we remove it from the post. The fan's comment stays. You need to be able to moderate that account's comments.

**What does the reply time change?**

 Only what your team sees: how long each fan has waited, and which fans have waited longer than your time. It doesn't send anything or change any due dates.

## 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 monthly fee. No credit card required.

## Related guides

- [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/social-media)
- [Let the Social Assistant draft your event posts and replies](https://www.ticketfairy.com/guides/let-the-social-assistant-draft-your-event-posts-and-replies)
- [Send fans your ticket link automatically when they comment or message](https://www.ticketfairy.com/guides/send-fans-your-ticket-link-automatically)
- [Schedule the social posts that sell your tickets](https://www.ticketfairy.com/guides/schedule-your-social-posts)
- [Connect the social accounts that promote your events](https://www.ticketfairy.com/guides/connect-your-social-accounts)
- [Give ticket buyers an AI concierge](https://www.ticketfairy.com/guides/give-buyers-an-ai-concierge)
- [Run a ticket presale for your Instagram followers](https://www.ticketfairy.com/guides/run-a-follower-only-presale)
- [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)

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 [Create a free account](https://manage.ticketfairy.com/welcome)

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## 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/features/social-media)

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---

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) · [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)