Our support ticketing system is the best way to request work, ask questions, or report issues. Tickets are monitored throughout the day by our Support team to ensure requests are tracked, prioritised, and resolved efficiently.
Your contract determines how much maintenance time is included. If additional maintenance time is required, this can be purchased — please contact your Account Manager for a quote.
How to Raise a Ticket
We recommend using the following options, in order, to get the fastest possible support.
1. Check the Knowledge Base
Before raising a ticket, please visit our Knowledge Base:
👉 https://support.asp.events/hc/en-us
This contains hundreds of guides, how-tos, and video tutorials covering the ShowOff platform. Many common questions can be answered immediately here.
If you still need help, you can also raise a ticket directly from the top of the Knowledge Base.
2. Use the Support AI Agent (Inside the CMS)
You can raise a ticket via our Support AI Agent, available within the CMS.
The AI Agent can be found in the bottom-left corner of the CMS
We recommend asking your question here first, as it has extensive ShowOff platform knowledge and can often provide instant guidance
If the AI Agent cannot resolve your issue, you’ll be given the option to create a support ticket directly from the chat
3. Email the Support Team
You can also raise a ticket by emailing:
📧 support@asp.events
This will automatically create a ticket for the Support team.
When using this method, please include:
The website or event name you are referring to
A clear description of the request or issue
Any relevant screenshots, links, or examples
Providing detailed information helps us resolve your request more quickly.
Ticket Types
When raising a ticket, you’ll be asked to select a ticket type. This helps us route your request correctly.
1. Maintenance
Use this for general tasks such as:
Creating or updating custom elements
Updating exhibitor lists or content
Modifying website templates or layouts
Important notes:
Maintenance time is deducted based on the time taken to complete the task
Not all maintenance requests are chargeable
Even non-chargeable tasks should still be logged via a ticket to keep an accurate record (for example, Exhibitor Zone setups or seminar pages)
2. Error
Use this when something is not working as expected, such as:
Display or layout issues
System errors when updating content
Please include:
A clear description of the issue
A screenshot or link to the affected page
The browser being used (for layout issues), as some problems can be browser-specific
3. Question
Use this if you need:
Advice or guidance
Clarification on platform functionality
Input from your Account Manager
All questions and responses are logged against your account for future reference.
Turnaround Times
Once a ticket has been reviewed and the scope of work is clear, we will:
Confirm whether maintenance time applies
Provide an estimated completion timeframe
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