--- title: "Report and handle incidents at your event | Ticket Fairy Guides" description: "Log anything that goes wrong on site at your event in seconds, alert your safety lead about serious incidents at once, keep medical and safeguarding details to your safety team, and follow each incident through to closed with its full history." canonical: "https://www.ticketfairy.com/guides/report-and-handle-incidents-at-your-event" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Report and handle incidents at your event Site, suppliers and safety # Report and handle incidents at your event Event safety leads, duty managers and stewards need one place that shows what happened on site, who is dealing with it and what was done, from a fainting at the bar to a crowd surge at the barrier. You start an incident with three answers, the right people hear at once when it's serious, and every step is kept for the licensing officer afterwards. Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Takes: 8 minutes - [Open the incident log](#step-1) - [Report what happened](#step-2) - [Mark it sensitive when it needs to be](#step-3) - [The automatic safety alert](#step-4) - [Check Fai's suggestion](#step-5) - [Move the incident on](#step-6) - [Add updates as things happen](#step-7) ## Before you start - Anyone on the event's team can report an incident and add updates by asking Fai. Only your safety team and the person who reported it can update a sensitive incident. To open Incidents in the dashboard, move an incident on, change its details or remove personal details, you need to be an owner, admin or producer on the event. - Your safety lead's email is set in Rota rules if you want them emailed about serious incidents. 1. ## Open the incident log Open the event, select **Operations**, then select **Incidents** in the list of sections. **Note:** **Needs handling** lists new incidents first, then the ones being handled, each with the most serious at the top. The list updates by itself every 20 seconds. ![Incident log for a festival, with counts by status and the incidents that need handling, most serious first](https://www.ticketfairy.com/embeds/posters/marketing-event-staffing--incidents.png) *The incident log.* 2. ## Report what happened Select **Report incident**, enter **What happened?** and **Where?**, then choose **How serious is it?**. **Note:** Keep names out of what happened and put them under People involved in More details, where only your safety team can read them. We fill in the time as now and the reporter as you, unless you change them under **More details (optional)**. ![The Report an incident dialog with what happened, where, how serious it is and the Sensitive switch](https://www.ticketfairy.com/embeds/posters/marketing-event-staffing--report-incident.png) *Report an incident.* 3. ## Mark it sensitive when it needs to be Turn on **Sensitive** for anything personal, then select **Report**. **Note:** It is on by default for medical, safeguarding and welfare incidents. Only your safety team and the person who reported it can then read it, and everyone else sees only that something happened, when and how serious it is. ## The automatic safety alert When an incident is reported as High or Critical, or raised to either later, Fai emails your safety lead and the event's owners and admins straight away, up to 20 people. The email gives how serious it is, the type, where and when, with a link, and never what happened or who was involved. If a critical incident is still open 30 minutes after it was reported, Fai emails them again the next time she checks the event, which she does every hour. 4. ## Check Fai's suggestion Open the incident, read **Fai suggests**, then select **Use Fai's suggestion** if it is right. **Note:** Fai reads the report and suggests its type and how serious it is, and the person handling it decides. Select **Ask Fai again** after you add more detail. ![Incident panel for a crowd surge, with its seriousness, the next step, Fai's suggestion, the people involved and what has happened so far](https://www.ticketfairy.com/embeds/posters/marketing-event-staffing--incident.png) *One incident and its timeline.* 5. ## Move the incident on Under **Next step**, optionally enter a note, then select **Start handling**, **Mark resolved** or **Close**. **Note:** Every step is added to **What's happened so far** with who took it and when. You can reopen a resolved or closed incident with **Reopen**. 6. ## Add updates as things happen Enter the update, for example "paramedics have arrived", then select **Add update**. **Note:** Updates are added to the timeline and never overwritten. Select **Edit details** to correct where, when, the type or how serious it is. ## Or have it done for you Fai reads the incident log, logs an incident or adds an update to one, suggests its type and seriousness, changes its details, moves it on, reopens it or removes its personal details. She shows you each change and waits for your yes first. Any member of your event's team can report an incident through Fai, and add an update to one that is not sensitive or that they reported. Your own AI assistant can read the log, report an incident, add an update and move it on or reopen it over the MCP server, after your approval in your MCP client. ### In your dashboard, with Fai ``` Log an incident at : someone fainted near the main bar, medium, first aid is with them ``` ### From your own assistant, over MCP Connect your assistant to [our MCP server](https://www.ticketfairy.com/mcp-server) and ask it: The copied MCP configuration includes `--read-only`. Remove `--read-only` only when you want your assistant to make changes. Your assistant makes routine changes when you ask, and checks with you before a destructive action if your client supports that. If your client cannot ask, make the change in your dashboard. ``` Find my event , show me the open incidents, and ask me before you log or change one ``` ## 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 CLI to read the incident log, report an incident and update one. ### List the incidents. ``` ticketfairy event-os incidents list ``` ### Report an incident. ``` ticketfairy event-os incidents report --summary "" ``` ### Add an update to an incident. Anyone on the event's team can update one that is not sensitive. On a sensitive incident, only your safety team and the person who reported it can. ``` ticketfairy event-os incidents update --note "" ``` ### Move an incident on, for example to resolved, with an update. Owners, admins and producers only. ``` ticketfairy event-os incidents update --status resolved --note "" ``` ## Remove personal details from an incident 1. ### Remove them Open the incident, select **Remove personal details**, then confirm. **Note:** This clears the people involved and the text of every update. The incident, its type, how serious it was and the history of who did what and when stay. **Warning:** You cannot undo this. Fai removes an incident's personal details when you ask, after you confirm. You can't undo it. ### In your dashboard, with Fai ``` Remove the personal details from incident 31 at ``` ## Questions you might have **Who is on the safety team?** The event's owners, admins and producers, and your safety lead when they sign in with the email address in Rota rules. They read sensitive incidents in full, and we keep a note every time someone opens one. **Can I delete an incident logged by mistake?** No. We never delete incidents, so the history stays complete. Close it with a note saying it was logged by mistake. **Can stewards report an incident without the Operations page?** Yes. Any member of your event's team can ask Fai to log an incident or add an update to one that is not sensitive or that they reported, and Fai waits for their yes first. If they report it as high or critical, the safety team gets the same email. **Why didn't my safety lead get the email?** Check their email address in Rota rules. The email goes when an incident is reported or raised to High or Critical, once for each rise. ## 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) - [Keep a risk register for your event](https://www.ticketfairy.com/guides/keep-a-risk-register-for-your-event) - [Call your show live on show day](https://www.ticketfairy.com/guides/call-your-show-live-on-show-day) - [Build your event rota and check staff in](https://www.ticketfairy.com/guides/build-your-event-rota-and-check-staff-in) - [Handle lost property at your event](https://www.ticketfairy.com/guides/handle-lost-property-at-your-event) - [Send your event contracts and get them signed online](https://www.ticketfairy.com/guides/send-contracts-and-get-them-signed-online) - [Raise purchase orders and track what your event owes](https://www.ticketfairy.com/guides/raise-purchase-orders-and-track-what-your-event-owes) - [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 Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly 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/features) ### Tips for selling more tickets Practical advice from working event organizers, 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)