## Overview

We aim to respond quickly and to prioritize anything affecting a live, on-sale event.

## What to expect

* **General questions** are answered during standard support hours.

* **Live-event issues** — problems affecting an event that is currently selling or happening today — are treated as urgent.

* Response times can vary with demand, so include full details up front (see [*What to include when you report an issue*](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118081-what-to-include-when-you-report-an-issue)) to avoid back-and-forth.

## For event-day emergencies

If something is affecting an event happening right now — for example check-in or access — flag it clearly as an **event-day emergency** so we can prioritize it.

## Related articles

* [How to contact Ticket Hero support](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118080-how-to-contact-ticket-hero-support)

* [What to include when you report an issue](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118081-what-to-include-when-you-report-an-issue)