The 2018 Asian Games was the largest sporting event in Asia, enhancing Indonesia’s global reputation. However, as the event approached, ticket distribution issues arose due to server failures, leading to ticket shortages and long queues. As a vendor appointed shortly before the event, KiosTix faced significant challenges, with nearly half of the negative news coverage attributing the issues to them. Through effective management, we reduced negative reports to below 10% within the first three months, and within a year, KiosTix’s reputation recovered, achieving nearly 100% positive coverage.