Ticket System

Support for hotels, partners and developers quickly becomes complex if everything runs via email. The Bigmedia24 Ticket System helps us:

• keep all information about a request in one place
• track status, priority, history and responsible teams
• coordinate across time zones and multiple stakeholders
• avoid security and visibility issues associated with traditional email threads

Combined with our chat-first approach, the Ticket System creates a professional support workflow that is both efficient and secure.

You don’t need to log into anything to create your first ticket. Every case starts via chat:

1. Open the Bigmedia24 chat in the bottom-right corner of the website.
2. Start your message with a keyword such as “Technical support”, “API support” or “Hotel question”.
3. Tell us whether you are a hotel, partner or developer.
4. Briefly describe your issue or request.

Our team will decide whether your topic should be handled directly in the chat or whether it makes sense to create a ticket in the Ticket System. For ongoing or more complex cases, we will create a ticket and, if appropriate, give you access to our Support Portal.

For hotels, partners and developers with recurring or more complex topics, we provide access to a secure Support Portal connected to the Ticket System. In the Support Portal, you can:

• see an overview of your open and resolved tickets
• follow the status and history of each request
• add comments, attachments and additional information
• see who is working on your case on the Bigmedia24 side

Access to the Support Portal is usually set up after your first conversation via chat, so we can assign the correct account and permissions.

Not every question needs a ticket. Some can be answered quickly in chat. Tickets are typically created for:

• technical incidents affecting your website, booking engine, connectivity or integrations
• configuration changes that require action from our teams
• larger hotel or partner onboarding tasks with multiple steps
• API and integration topics that need investigation or coordinated changes
• recurring issues that require structured follow-up and documentation

Our support team decides together with you whether a ticket is appropriate for your specific case.

Each ticket in the Bigmedia24 Ticket System follows a clear lifecycle so you always know where things stand. While the exact labels may vary, typical statuses include:

• New – the ticket has just been created and is awaiting triage
• In Progress – our team is actively working on the request
• Waiting for Information – we need additional details from you or a third party
• Monitoring – a fix has been applied and we are observing the result
• Resolved – the issue has been solved or the request has been fulfilled
• Closed – the ticket is fully completed and archived

Status changes and important updates are visible in the Support Portal and can also be summarised via chat when needed.

To handle tickets fairly and efficiently, we consider both impact and urgency. When a ticket is created, we assess:

• how many guests, hotels or systems are affected
• whether bookings are blocked, partially impacted or not impacted at all
• whether there is a viable workaround
• how time-critical the issue is (for example, before a major campaign or launch)

Based on this, the ticket receives a priority level, which determines how we allocate resources and how quickly we aim to respond and resolve the issue.

The quality of the initial information has a big impact on how quickly we can resolve a ticket. When you describe an issue in the chat (before or during ticket creation), please include:

• your role (hotel, partner, developer, consultant, etc.)
• the property or company name and any relevant IDs
• affected URLs, pages, endpoints or systems
• screenshots or specific error messages (if available)
• when the issue started (date, time, time zone)
• a short list of steps to reproduce the problem, if possible

Our team can then create a well-defined ticket that gives technical staff enough context to investigate effectively.

The Ticket System and the Status Page complement each other:

• The Status Page shows overall system health, known incidents and planned maintenance.
• The Ticket System is used for your specific requests, issues and configuration tasks.

If there is a system-wide incident affecting multiple clients, we will usually reflect it on the Status Page and reference it in relevant tickets. For local or individual issues, you may only see the ticket without any change on the Status Page.

We design our Ticket System and Support Portal to keep your data as safe as possible:

• access is controlled and only granted to authorised users
• tickets and attachments are stored in a protected environment
• sensitive information is not sent via unstructured email threads

Please avoid sharing passwords or highly sensitive credentials directly in plain text. If we ever need specific access details for troubleshooting, we will coordinate the safest way to provide them within established processes.

For legal and formal correspondence, you can reach us at:

Bigmedia24 Dynamics Ltd.
51 Bracken Road
Sandyford, D18 CV48
Dublin, Ireland

Phone (Ireland): +353 1 578 8066
Phone (USA): +1 306 261 9933
Email (legal use): support@bigmedia24.com
Website: https://bigmedia24.com

For operational support, tickets and day-to-day requests, please start via the chat (bottom-right) so we can route your case into the Ticket System and Support Portal where appropriate.