WordPress Event Ticketing

The start of a new year often comes with big announcements, ambitious roadmaps, and long lists of promises. We did some of that last year too, when we shared our thoughts on where Tickera was heading in 2026. We explained why our focus was firmly on refinement, reliability, and being ready for whatever organizers throw at us.

But we do not really live in roadmaps or blog posts. We live in the day-to-day reality of people running events.

So for the first post of 2026, it felt right to start from there - Tickera support.

What we learned?

If you spend enough time answering Tickera support requests, you start noticing patterns that no analytics dashboard will ever fully capture. You learn when people feel confident, when they feel rushed, and when they feel overwhelmed. You learn which questions appear again and again, and which ones only surface when something unusual or unexpected is happening.

Crucially, one of the first things support teaches you is that most people do not write in when things work. Silence is usually a good sign. It means tickets are selling, check-ins are running smoothly, and events are happening without friction. That is the goal, even if it is not the most visible outcome.

When people do reach out, it is often at very specific moments. Sales are about to open, an event is happening tomorrow, doors open in an hour, and someone just realized they changed a setting they should not have. Support conversations tend to cluster around pressure points, simply because ticketing is one of those things where timing is paramount and mistakes can get expensive.

Over time, you stop treating these messages as issues and start seeing them as signals. Signals that expectations do not quite match reality yet, or that something which feels obvious to us is not obvious at all when you are in the middle of organizing an event.

What progress looks like in practice

In 2025, we received 2,726 support tickets. Resolving those conversations took 4,481 individual responses from Tickera support agents.

But, support conversations don’t end when a ticket is closed and many of them continue quietly in the background, turning into small changes, refinements, and updates that rarely make headlines.

As a result, in 2025, Tickera received 16 updates. Each of our 27 add-ons received at least one update as well. In total, that puts us at 50+ releases across the Tickera ecosystem but in reality, the number is much closer to a hundred.

Behind those updates are hundreds of changes. Some of them address edge cases uncovered through support. Others clarify behavior that caused confusion under pressure. And some improve compatibility, stability, or documentation.

This is the kind of work that doesn’t always stand out on a changelog, but it’s the work that keeps things predictable when it matters. Let’s face it:  when you’re part of someone’s event workflow, steady improvement is often more valuable than dramatic change.

Repeated questions: failure or responsibility?

Some questions never really go away. They come back in slightly different forms, from different users, with different levels of urgency. Sometimes this happens because people do not read documentation or skip instructions. But more often it is because ticketing sits at the intersection of payments, people, deadlines, and stress. Even well-designed systems need explanation when the stakes are high.

In 2025, this was also the point where our AI assistant grew into a genuinely useful and reliable tool, especially when it came to repeated, well-documented questions that support teams everywhere know by heart.

For many users, getting a fast and accurate answer without waiting in a queue made a real difference. For us, it meant we could spend more time on edge cases, complex scenarios, and situations where human judgment actually matters.

That said, we are not pretending it is perfect. It still misses the mark sometimes. We know how frustrating that can be, particularly when you are already under pressure and just want a clear answer. When that happens, we step in and do our best to respond as quickly as possible and with as much detail as needed.

And yes, if you happen to be the one customer who sent us a very long message explaining how disappointed you were that an AI assistant dared to respond before a human, even though the answer itself was entirely on point, we hear you. We are genuinely sorry it felt frustrating in the moment. What we cannot promise is that this will not happen again. When a question falls into an area where Tickera support assistant has a very high confidence level, it is simply the fastest way to get you the answer. That is a tradeoff we are comfortable with, even if it occasionally sparks strong opinions.

Support has always been about balancing speed, accuracy, and empathy. The AI assistant did not replace that balance. It simply became part of it.

Documentation as the long-term solution to support friction

Sometimes, support conversations just end with straight, simple answers. But, our team of Tickera support agents often finds itself asking why did this need to be asked in the first place?

As a result, a large part of 2025 was spent rewriting Tickera documentation from the ground up. That work came directly from repeated questions, recurring confusion, and the realization that some things simply weren’t explained as clearly as they should have been.

Documentation is often treated as something you finish once and then move on from. But in reality, it’s one of the most demanding parts of a product to keep healthy. Features evolve, use cases expand, assumptions change and what made perfect sense three years ago may now need a completely different approach.

So, rewrite we did. And  in many cases,  from scratch. When rewriting we tried to focus less on describing features and more on explaining intent. Why something works the way it does, when you should use it, and when you probably shouldn’t. And all of this was driven by feedback we received from you - our customers.

Of course, that work is ongoing, and we want to be completely honest about that: not everything has been rewritten yet. Some areas are still rough around the edges, especially when it comes to the Solutions section. By its very nature, that area moves fast (like, really super-duper fast).  New solutions appear, existing ones change, and real-world scenarios evolve in ways that don’t always leave documentation time to catch its breath. That doesn’t mean it’s unimportant, quite the opposite - it means it’s a constant work in progress.

But what we can promise is that we’re continuing to invest time there: We’re refining explanations, updating existing solutions, and trying to keep pace with how Tickera is actually being used in the wild.

An invitation rooted in community

One of the basic premises of it and something that WordPress has always done well is community problem-solving. Instead of  just fixing things for themselves, they share what they learned so the next person doesn’t have to start from scratch.

So, what we did toward the end of 2025 is that we invited you to share how you’re using Tickera. What came back was a real context from real world situations and detailed explanations of real-world scenarios, creative approaches, and solutions that helped us see Tickera from new angles. Some of those conversations are already shaping how we think about support and documentation. So, thank you Greg, Silvio, Ann, Lucas, and all the others who took the time to write in. We heard you. We truly did. And we took very seriously what you wrote.

We’d like to bring more of that spirit into how our documentation evolves.

If you land on a documentation page and something doesn’t quite click, we genuinely want to hear about it. Not just that it was confusing, but what you expected to find there and how you eventually figured it out. Those moments are incredibly valuable. They help us understand where our explanations fall short and how we can make them clearer for the next organizer who ends up on that same page, probably under similar pressure.

Why starting 2026 here feels right

We could have started the year with another list of features or a detailed roadmap. There will be time for that. Instead, it felt more honest to start from Tickera support. That’s the place where Tickera proves itself every day through conversations documentation updates, and even in the quiet moments where things just work and nobody needs to write in at all.

As we move through 2026, that won’t change. We’ll keep refining, keep explaining things better, keep using tools that help us respond faster when they make sense, and keep stepping in personally when they don’t.

And as always, we’re grateful to everyone who takes the time to share how they’re using Tickera – not just for their own benefit, but for the benefit of the next person building something with it.

Here’s to a calm, reliable, and well-supported year ahead.