Support can help much faster when the message names the workflow, the event, and what changed before the problem appeared. "It is broken" is understandable on a busy event week, but it usually sends everyone into spreadsheet archaeology with fewer spreadsheets.
Useful details to include
- Organisation name and the event name, if the issue is event-specific.
- The module or page you were using, such as Applications, Participants, Payments, Compliance, Site Plan, Transport, Stage Manager, Ticketing, Document Centre, Billing, Settings, or Scanner app.
- The action you expected and what happened instead.
- Any visible error message, status, warning, or blocked action.
- Approximate time the issue happened, including the event timezone if timing matters.
- Order reference, ticket reference, participant name, invoice number, export type, route plan name, stage, or form name where relevant.
For public link issues
- Tell support which link type is involved: application form, participant portal, ticket page, order link, driver portal, technician link, published site plan viewer, or scanner code.
- Say whether the link is public, private, invite-only, expired, revoked, or recently regenerated if you know.
- Avoid sending private links in a public channel. Use the support form or email route your organisation trusts.
For event-day issues
Use the operational fallback first
For gate, site, transport, or stage work, follow your event-day procedure while support investigates. Safety, entry, dispatch, and show decisions still belong to the event team.
Capture the exact state
Take a screenshot of the status, warning, scan result, export state, or queue item if it is safe to do so.
Send references, not guesswork
Order references, ticket references, participant names, route plan names, export types, or stage/day scopes help more than a broad description.
What not to send
- Do not send card numbers, passwords, recovery codes, authenticator codes, or private credentials.
- Do not forward large exports unless support asks for the file through an approved channel.
- Do not paste scanner codes or private portal links into public group chats while trying to explain the issue.
If the issue affects a live event, say that in the first line and name the workflow: gate scanning, ticket checkout, participant arrival, site plan, transport dispatch, running order, or payment collection.
Trying to work out which event workflow fits?
SmartGig gives organisers one connected workspace for trader applications, ticketing, transport, site plans, stages, documents and event-day operations.
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