Ticketmaster is one of the largest ticket providers for different events across the world. With millions of customers visiting their website to buy tickets, having good customer support is crucial. One way Ticketmaster provides customer support is through live chat.
Live chat allows customers to get their questions answered and issues resolved in real-time by chatting with a Ticketmaster agent online. This is often faster and more convenient than calling customer service on the phone.
When is Ticketmaster live chat available?
Ticketmaster live chat is available 7 days a week during their hours of operation. The live chat hours are:
- Monday – Friday: 8 AM – Midnight ET
- Saturday: 8 AM – 8 PM ET
- Sunday: 8 AM – 8 PM ET
So during these hours you can access the live chat feature on their website for assistance. Outside of these hours, you will need to submit a request for them to follow up with you later.
Where to find the live chat button
The live chat widget button is located at the bottom right corner of most pages on Ticketmaster’s website. It looks like a blue chat bubble with the words “CHAT with us” inside.
On mobile, you may need to scroll down a bit to see the live chat button. But it’s still located in the same bottom right area.
Requirements to use live chat
To use Ticketmaster’s live chat feature, you will need:
- A stable internet connection
- To be on the Ticketmaster website (will not work from other sites)
- To be within their live chat operating hours
As long as you meet these requirements, you should be able to access the live chat option.
What you’ll need before starting chat
Before clicking on the live chat button, it’s recommended you have the following information ready:
- Your Ticketmaster order number or confirmation number
- The email address associated with your Ticketmaster account
- Information about the event you need help with (name, date, location etc)
Having these details available will help the chat agent assist you faster with your issue.
How to start a live chat
Follow these simple steps to get started with Ticketmaster’s live chat:
- Go to Ticketmaster.com and make sure you are within the operating hours for chat.
- Click on the blue “CHAT with us” button in the bottom right corner.
- A new window will open with some basic instructions.
- Enter your first and last name.
- Verify you are not a robot via the captcha checkbox.
- Click the “Chat Now” button.
- This will put you in a virtual queue to connect with the next available agent.
Once connected to an agent, clearly explain your issue so they can assist you. Having your order details ready will help speed up the process.
If live chat is unavailable
If you try to start live chat and get a message saying agents are unavailable, here are some tips:
- Make sure it’s within their operating hours. If outside of operating hours, you will need to submit a request instead.
- Refresh the page and try again – there could be a temporary technical issue.
- Check your internet connection is working properly.
- Try again later if they are experiencing high volumes of chats.
- You can submit a request for them to follow up if chat is not urgent.
The live chat widget will let you submit a request if agents are not available. So you can still get assistance, but there may be a delay.
Information the agent can provide
Through the Ticketmaster live chat, their agents can help with:
- Troubleshooting order and delivery issues
- Resending tickets to your account
- Cancelling or exchanging ticket orders
- Providing updates on event changes, delays, or cancellations
- Assisting with seat upgrades or moves for an event
- Making changes to your Ticketmaster account details
- Providing instructions on how to list tickets for resale
As long as your question or issue relates to Ticketmaster services, their chat agents will be able to assist or point you in the right direction.
Things to keep in mind during chat
To have the best experience using the Ticketmaster live chat, keep these tips in mind:
- Have your order details or account email ready before starting chat
- Be prepared to answer some verification questions to confirm your identity
- Clearly explain your issue to the agent at the start
- Be patient as the agent looks into your issue or gathers more information
- Stay online until your issue is resolved as you may get transferred to another agent
Following these best practices will help optimize your live chat experience.
How to end the live chat
Once your issue is completely resolved:
- Let the agent know you have no other questions.
- The agent will ask you to confirm if they resolved your issue.
- Select “End Chat” when prompted to close the window.
- Take a brief survey about your chat experience.
Ending the chat properly will let the agent mark your issue as resolved so you won’t be connected again to follow up.
When to follow up after chat
In most cases, the agent will resolve your issue in the live chat itself. But in some situations you may need to follow up after the chat:
- If they need to escalate your issue and follow up over email
- If they are still investigating or troubleshooting your issue
- If they are requesting information or documents from you
- If they advise you to call or contact another department
Make sure you get the agent’s name and a ticket reference number before ending the chat. That way you can easily follow up if needed.
Benefits of Ticketmaster live chat
Some key benefits of using Ticketmaster’s live chat feature include:
- Real-time help – Get your questions answered immediately instead of waiting on an email or phone call.
- Convenience – Chat from anywhere as long as you have an internet connection, instead of having to call in.
- Written record – The chat transcript serves as written documentation of your issue and the agent’s assistance.
- Quicker resolution – Issues can typically be diagnosed and fixed faster via live chat.
- Available long hours – Ticketmaster chat is available 7 days a week during extended hours.
So if you need help from Ticketmaster, start with live chat to get the quickest response and resolution.
Downsides to live chat
Live chat is useful in many cases, but does have some potential downsides:
- Agents may be overwhelmed during high volumes, leading to longer wait times.
- Complex issues sometimes need a phone call instead to share documents or have an in-depth conversation.
- You are reliant on internet access and the chat system working properly.
- Chats may end abruptly if you lose connection.
So while live chat is great for straightforward issues and questions, you may need to use phone support if you require extensive troubleshooting or need to share files.
Ticketmaster contact options compared
Besides live chat, you can also contact Ticketmaster support via:
- Phone – For issues needing real-time back and forth conversation or document sharing.
- Email – If your issue is not urgent and can be resolved asynchronously via email.
- Help Center – To browse FAQs and support articles on your issue.
- Social media – Reaching out via channels like Twitter for a public response.
Here is a comparison of the different channels:
| Channel | Pros | Cons |
|---|---|---|
| Live Chat | Real-time help available extended hours, convenient, quicker than email/phone for simple issues | Wait times during high volumes, not ideal for complex issues needing file sharing |
| Phone | Good for issues needing real-time conversation and document sharing | Only available during limited hours, inconvenient, can have long hold times |
| Asynchronous communication, can provide documents | Slower response time, back and forth emails if issue not resolved initially | |
| Help Center | Self-help resources available 24/7 | Impersonal, cannot ask follow up questions |
| Social Media | Public platform escalates issues | Slow response, limited ability to share details |
So in summary, live chat is ideal for getting real-time help with common issues during extended hours. But other channels like phone or email may be better suited depending on the specific situation.
Tips for the best live chat experience
Follow these tips to have the smoothest experience using Ticketmaster’s live chat feature:
- Double check you are within the operating hours before starting chat.
- Have all your account and order details handy to speed up the process.
- If you don’t connect right away, be patient as you may have to wait during busy times.
- Clearly summarize your issue for the agent near the start of the chat.
- Follow along with the agent’s troubleshooting steps instead of multitasking.
- Don’t close the window until the agent confirms your issue is fully resolved.
- Save the chat transcript and agent’s name for reference.
- Take the survey afterwards to provide feedback on your experience.
Following these tips will help you have more productive chats and get faster resolutions.
Common issues addressed in Ticketmaster live chat
Some of the most common issues customers get help with via Ticketmaster’s live chat include:
- Checking an order status or tracking number
- Resending tickets to a different email or transferring to a new buyer
- Getting a refund for cancelled or rescheduled events
- Making seating changes or upgrades for an event
- Trouble logging into an account or resetting a password
- Questions about tickets resale policies and restrictions
- Issues accessing tickets on a mobile device
The agents are trained to resolve these and many other common ticketing issues over live chat in a timely manner.
Best practices when chatting with an agent
To have the smoothest experience engaging with a Ticketmaster agent via live chat, do the following:
- Greet the agent and clearly state your question or issue
- Provide all relevant details like order number, event name, etc
- Respond promptly when the agent asks you follow up questions
- Cooperate with any troubleshooting steps or account verification
- Let the agent know if you need any clarification on the steps
- Stay polite and patient even if your issue is taking longer to resolve
- Confirm with the agent when your issue has been resolved before ending chat
- Thank the agent for their time and assistance
Treating the live chat like a professional customer service conversation will lead to the best outcome.
Troubleshooting if chat is not working
In some cases, you may run into issues getting the Ticketmaster live chat to work properly. Try these troubleshooting tips:
- Make sure you are on the Ticketmaster website, not another site.
- Check your internet connection and refresh the page.
- Try a different browser if chat window won’t load.
- Clear your browser cookies and cache and try again.
- Try on both desktop and mobile site.
- If issues persist, call Ticketmaster support for help.
With a bit of troubleshooting, you should be able to get access to the live chat feature or find an alternative way to get support.
Feedback and improvements
Ticketmaster is constantly working to improve their customer support experience. If you have any feedback after using their live chat feature, let the agent know or use the post-chat survey to provide your thoughts.
Some examples of recent improvements based on customer feedback include:
- Extended evening and weekend operating hours
- Reduced average wait times to under 2 minutes
- SMS notifications when chat is ready instead of waiting on site
- Access to urgent phone support if needed from chat agent
So rest assured – Ticketmaster is committed to enhancing their live chat capabilities to deliver excellent customer support.
Conclusion
Ticketmaster’s live chat feature provides a convenient way to get real-time support with your ticket purchases and account. Their chat agents are available extensive hours to quickly resolve common issues online. Following the steps outlined and using the best practices in this guide will ensure you have the best experience reaching out via live chat. With access to live help and other customer service channels, Ticketmaster is dedicated to helping customers have an exceptional event experience.
