TicketSwap connects 19 million users across Europe for secure ticket resale. The platform handles high-stakes transactions where timing is critical, as buyers often need tickets resolved within minutes of an event starting.
The Marketplace Challenge
As a two-sided marketplace, TicketSwap mediates between buyers and sellers on every transaction. When a buyer reports a missing ticket, the support team must investigate both parties, verify what happened, and take appropriate action, often with less than an hour before the event.
Issues range from tickets caught in spam filters to incomplete transfers, payment holds, and potential fraud. Each scenario requires different resolution paths: resending tickets, verifying payments, processing refunds, or clearing account flags.
The time sensitivity of event ticketing adds complexity. Unlike e-commerce returns that can wait days, a concert starts at a specific time regardless of whether the support issue is resolved.
Major events create volume spikes that can increase support requests by 10x within hours. Traditional support teams struggle to maintain quality and speed during these peaks.
How Open Helps
Open's AI agent investigates both sides of each dispute. When a buyer claims a missing ticket, the agent checks the seller's transfer history, email delivery logs, and transaction status to determine what actually happened.
Based on the investigation, the AI takes appropriate action: resending tickets stuck in spam, prompting sellers to complete transfers, processing refunds when necessary, or escalating suspicious activity for human review.
Payment disputes follow the same pattern. The agent verifies with payment providers, identifies where funds are held, and either explains timelines to both parties or initiates resolution.
The system operates 24/7 across email and chat, handling volume spikes automatically while maintaining consistent response times and resolution quality.
The Results
Open now handles the majority of TicketSwap's customer support:
| Metric | Impact |
|---|---|
| Automation rate | 67.7% |
| CSAT score | All-time high |
| Response time | Under 30 seconds |
| Channels covered | Email and chat |
The all-time high CSAT reflects faster resolution times. When fans receive their tickets within seconds instead of waiting in a queue, satisfaction improves. Taking immediate action, such as resending tickets or processing refunds, produces better outcomes than explaining what steps to take.
The Impact
67.7% automation across email and chat enables TicketSwap to handle event-driven volume spikes without proportionally increasing support staff. The system scales automatically during major festival launches or concert announcements.
The support team now focuses on fraud prevention, complex account issues, and platform improvements based on patterns identified through support data.
For users, the experience is straightforward: report an issue, receive investigation and resolution within seconds, and attend the event. This reliability drives the all-time high satisfaction scores.
