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Answer what ticket buyers ask you on social

The question that stops a sale is usually asked under a post rather than in your inbox, and the buyer asking it already has their card out. Reading those comments in one place, with the people who have bought from you already marked, turns the busiest part of an on-sale into ten minutes of work.

Read every comment on your ticket posts in one table, tell a buyer from a passer-by, and reply in public or in private without leaving the dashboard.

For
Answering the buyers who comment on your event posts
Takes
7 minutes

Before you start

  • Your Instagram or Facebook account is connected to the brand, and has been long enough to have collected comments.
  • You know which questions you answer yourself and which go to your team, so a support case under a post reaches the person who can settle it.

  1. Open the comments on your posts

    Open Comments for the brand.

    Note: Every comment on every connected account arrives in one table, newest first, rather than one post at a time.

    Ticket Fairy social comments table showing the fan, the comment, the post, the mood and the private message window for each row
    The comment feed, with a question, praise and a support case in it.

  2. See which commenter already bought a ticket

    Read the Fan column, which carries what is known about the person.

    Note: A commenter matched to one of your buyers is badged, with how many orders they have placed with your brand. It counts every event of yours, so it tells you they buy from you rather than that they hold a ticket to this one.

  3. Find the ones that need you first

    Read the Mood column to see which comments read as unhappy.

    Note: The mood is a reading rather than a verdict, so use it to sort the queue and the words themselves to decide.

  4. Answer in public

    Select Reply on the row and enter your answer.

    Note: A public answer to a common question saves you the next twenty. Your reply appears under the post as the account, not as you.

  5. Take a personal matter out of public

    Select Send private message when the answer involves an order.

    Note: The Private message column says whether the network still allows one and how long is left. Once that window closes, the reply has to be public or by email.

  6. Deal with the touts

    Select Hide on a comment selling tickets that are not yours.

    Note: Hiding leaves the comment visible to its author and to nobody else, which draws less attention than deleting. Unhide puts it back.

Or have it done for you

Fai can read the comments back to you and draft a reply. She asks before a reply is posted, because it appears under your post in public.

In your dashboard, with Fai

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

From your own assistant, over MCP

Connect your assistant to our MCP server and ask it:

Keep --read-only in your MCP configuration. This task only reads data, so your assistant does not need tools that make changes.

Pick the brand <BRAND NAME> and show its events

From your terminal

Install the CLI from our CLI page, sign in with ticketfairy auth login, and choose the brand you are working on with ticketfairy brand use <BRAND_ID>. ticketfairy brand list and ticketfairy event list show the IDs the other commands use.

Comments are read in the dashboard.

Show the brands you can act for

ticketfairy brand list

Find a comment again later

  1. Search the words you remember

    Enter part of the comment in the search field above the table.

    Note: Search covers the comment text rather than the person, so a phrase from the comment finds it faster than a name.

  2. Bring the hidden ones back into view

    Turn on Include hidden to see what has been taken down.

    Note: Hidden comments are left out of the table by default, so this is how you check a decision or undo one.

Fai can search the comments and read the matches back to you. Hiding and unhiding are done in the dashboard.

In your dashboard, with Fai

Find the comments for <BRAND NAME> that mention refunds

From your own assistant, over MCP

Keep --read-only in your MCP configuration. This task only reads data, so your assistant does not need tools that make changes.

Pick the brand <BRAND NAME> and show its events

From your terminal

Comments are read in the dashboard.

Show the brands you can act for

ticketfairy brand list

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 can I not send a private message on some comments?
Two reasons. The networks allow one only for a period after the comment is left, and the Private message column shows how long is left; and each comment takes one private reply, so a comment you have already answered that way offers a public reply instead.
Should I hide a comment or delete it?
Hide it. Its author still sees it, which rarely starts an argument, and you can put it back. Deleting removes it from the post and cannot be undone.
What does the mood column actually measure?
A reading of the words, done for you so a long thread can be sorted quickly. Treat it as a way to find the comments worth reading first, not as the answer.

Related guides

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