Apollo

Apollo is your go-to knowledge base for Ticketmaster policies, procedures, and fan support.

Think of it as your first stop for finding reliable answers quickly.

Whether you need help with venue information, event details, or troubleshooting steps, Apollo keeps everything in one place.

Walk through the steps below to learn how to access the Apollo tool.

Try following through the steps on your system to familiarization.

STEP 1 Open Backstage.

Click on 'Zendesk (TM Global Fan Support)'

STEP 2 On the Zendesk Homepage, click the Support dropdown on the left hand side.

Select 'Knowledge'.

STEP 3 This will bring you to the Apollo Homepage.

STEP 4 Use the Language dropdown to ensure your Apollo page is opened to the correct market.

STEP 5 Want to change the brightness of the screen?

Use the Light - Dark toggle to make viewing the Apollo page comfortable for you.

Search Bar 🔍 What it is:

The most common starting point for finding answers.

➡️ When to use it:

Enter keywords tied to the fan’s concern — venue name, event title, or policy keyword. This works best when you have specific details (e.g., “Coldplay Stanford Stadium delivery delay”).

Navigation Panel 📌 What it is:

Quick links to the Message Center, Submit a Form, Knowledge Base categories, and Support Tools.

➡️ When to use it:

Home: This takes you to the Home Page.

Message Center: This houses the following:

Start of Shift

Breaking News

Relocations

HR Corner and Workforce Announcements (US Only)

Submit a Form: This option does not have any Fan Support form types.

'Your Name': Lists out the following:

My Activities: This will display any current Apollo Feedback tickets you've submitted.

Profile: This will display any activity you've done on Apollo.

Support Tools: A list of all your day to day tools. Note: This is primarily catered to Fan Support Tools.

Promoted Articles ⭐ What it is:

Articles highlighted by the Apollo team — usually hot topics, trending fan issues, or recent updates.

➡️ When to use it:

Check here first before searching — if the issue is widespread (like a system update, delivery delay, or transfer rule change), the answer might already be posted and saves you search time.

Knowledge Base Tiles

📚 What it is:

Main knowledge categories. Open a tile to see subcategories that will let you narrow down your search for an article. Open the subcategory most related to your query to see a list of related Apollo articles.

➡️ When to use it:

These tiles are useful if you unsure of what Apollo pages may be out there or are unsure of the key words to use to locate an article.

For example:

Clicking on 'Policy and Procedures' will display subcategories such as VIP, Payments, Ticket Transferetc. Click on one of these options to see all pages related to that category.

Recent Activity 🕑 What it is:

A feed showing the most recently updated articles.

➡️ When to use it:

Helpful for handling trending fan concerns or when you know a policy has just changed (e.g., you’ve seen chatter about ticket delivery delays and want the latest guidance).

For a more hands on walkthrough of the Apollo layout try opening Apollo and selecting the 'Take a Tour' button.

Apollo articles follow a consistent structure to make information quick and easy to find. Here are the key parts you’ll see:

Title Clearly identifies the article’s topic (e.g., TM1 Guide).

On this page All sections of the page are named and hyperlinked for navigation.

Introduction Provides a short overview of what the article covers.

⭐ Hover over any key words that are underlined in bold to see a definition or tooltip.

Table of Contents Lists sections within the article and their purpose.

⭐ Jump to the information you need by clicking on the hyperlink.

Sections The main body of the article, broken into expandable parts (e.g., Events, Tools).

⭐ Each section will have one or more dropdown menus. These are indicated by a bordered box and a triangle on the left side.

“Was this article helpful?” A quick way to give feedback with a thumbs up/down.

“Do you have any feedback?” A more detailed option to flag unclear, broken, or missing information.

Recently Viewed Articles Shows the last few articles you’ve accessed—handy for retracing steps.

Related Articles Suggests other articles relevant to the topic, helping you expand or cross-check.

Why Feedback Matters

Apollo is only as strong as the information inside it. If content is outdated, unclear, or incomplete, it can slow down support and impact the fan experience. Your feedback ensures the tool stays accurate, reliable, and easy to use.

When to Use the Feedback Button

Use the Feedback button whenever you notice something that needs fixing or improving, such as:

❌ Incorrect or missing information Choose this if details are wrong, outdated, or something important isn’t included. 🤔 Hard to understand content Select this if the article feels unclear, confusing, or could be explained in a simpler way. 🔗 Typos or broken links Use this if you find spelling mistakes, grammar errors, or links that don’t work. 🖼️ Issues with images, GIFs, or videos Pick this if visuals are missing, broken, or don’t match the instructions. 🔧 You wish the feature worked differently Select this if the tool or process doesn’t function the way you expect. 💡 Something else Use this for any other type of issue not covered above.

This lesson focused on accessing and navigating the Apollo tool within Zendesk. You explored its layout, features, and the value of user feedback. Here are some key takeaways:

Access Apollo through Zendesk. Begin by opening Backstage and selecting 'Zendesk (TM Global Fan Support).'

Utilize the navigation panel effectively. It offers quick links to important resources and tools.

Provide feedback regularly. Your contributions ensure Apollo's content remains accurate and reliable.

Familiarize yourself with article structures. Knowing the layout helps you find information more efficiently.

Keep practicing these skills to maximize your efficiency with Apollo.