Messages with Terminz, your team and locations

Messages: Have conversations with Terminz, your team, and locations

Under Messages, you'll find everything people write to your location and everything you send to Terminz, your team, or a location. Every conversation is a ticket with a number, status, and history. Where to find the page:

• Managers: Menu Support → Messages (/manager/tickets).
• Staff: Menu Main menu → Messages (/staff/tickets).
• Organization Admin: Menu Management → Messages (/tenantadmin/tickets).

A single conversation opens at …/tickets/<Nummer der Unterhaltung>. The link /manager/tickets/new opens window “New message” immediately. The text blocks for replies have their own page (see “Create text blocks for replies”).

Who Sees Which Messages

• Managers and organization admins see all messages for their location—from customers, team members, and Terminz. The manager sees the location selected at the top of the dashboard, while the organization admin sees messages from all of their locations.
• Staff can only see conversations assigned to them or those they started themselves.
• If a location writes to Terminz Support, the conversation belongs to the entire location on one side. It can then only be edited by the person at Terminz to whom it is assigned.
• Internal notes can only see the side that is editing the conversation. The person who started it never sees it.

Overview of the Page

On the left is the list of conversations; on the right is the history of the selected conversation. As long as none is selected, “Pick a conversation on the left.” appears there. On a mobile device, you'll only ever see one of the two; at the top of the history, the arrow “Back to messages” takes you to the list.

There are two buttons in the top right corner. New message is the main button. Saved replies takes you to the management of your text blocks and is only available to managers and organization admins; on a mobile device, it appears as an icon without text.

The List

Each line shows the person or department on the other end with an avatar and a short line below it (Customer, Team, “Via the website”, Location, or Appointment), the time of the last message (today as a time, otherwise “Yesterday”, the day of the week, or the date), the subject, and a preview. Your own messages start with “You:” in the preview. A paperclip icon means there's an attachment. A dot marks unread messages. “Awaiting your reply” appears when the other party last wrote. Below that are status, priority, reason, and number.

The most recent message appears at the top. The page loads 30 conversations at a time; use Load older to load the next set. New messages appear automatically. If there's no live connection, the page checks for updates every 30 seconds.

At the top of the list:

• Search: performs a server-side search (shortly after you start typing, not after every letter). The search term appears in the address bar.
• Open / Resolved: two views. “Open” shows conversations that are still active. “Done” shows resolved and closed conversations.
• Filters: Opens a window where the counter on the button shows how many filters are active. The selection appears in the address bar and remains there when you reload the page. Reset clears them, View applies them.

In the filter window:

• Status: In the “Open” view, you can choose from Open (which includes “Reopened”), In Progress, Waiting for Response, Paused, and Escalated; in the “Done” view, you can choose from Resolved and Closed.
• Assigned to: “All”, “Assigned to me”, or “Not assigned”. This filter appears only for managers and organization admins.
• Priority: Low, Normal, High, Urgent.
• Topic: The type of conversation, for example, General Question, Error, Idea, Complaint, Billing & Payment, Technology & Setup, Schedule, Devices & Equipment.

Empty list: “All caught up” (open), “Nothing done yet” (resolved), “No messages match '…'” (search), or “Nothing matches these filters.”. If loading fails, it will display “Your messages could not be loaded.”.

Write a new message

Tap New message. In the window, fill out the following in order:

1. To: Who the message is addressed to. The options available depend on your role:
   • Managers: “Terminz Support” (questions about appointments or an error in the app) or “Someone on the team”.
   • Staff: “My manager” (goes to the manager of your location) or “Terminz Support”.
   • Organization Admin: “Terminz Support” or “A business”. Search for the location in field Search businesses and select it. The message goes to the manager of that location.
2. Who? appears if you selected “Someone on the team”. The message goes to that person and appears in their Messages section, assigned to them. If no one has been added to the team yet, it will show “Nobody has been added to your team yet.”. If the search finds no location, it will show “No business found.”.
3. What is it about? is required. You select a reason; the options depend on the recipient:
   • Terminz Support (from within the team): General Question, Report a Bug, Billing & Subscription, Suggestion.
   • Your own manager (staff member): Work Schedule, Devices & Equipment, Personal, General Question.
   • Someone from the team: Task, schedule, devices & equipment.
   • A location (organization admin): General question, technology & setup, billing & subscription.
4. Message is required (placeholder: “What is going on? The more precise, the faster the answer.”).
5. Attachments: Use Attach a file to add photos or PDFs up to 8 MB, with a maximum of 5 per message. Supported formats are JPG, PNG, WebP, GIF, and PDF.
6. Subject is optional and can be up to 120 characters long. If you leave it blank, Terminz will use the first line of your message that isn't a greeting, truncated to 80 characters.
7. How urgent?: Low, Normal, High, or Urgent. Normal is preselected.

Send message remains grayed out as long as the occasion, message, or recipient is missing. After sending, the new conversation opens. If it doesn't work, “Your message was not sent. Check your connection and try again.” will appear there. An attachment that hasn't been uploaded will block the message from being sent until you remove it.

Replying in a conversation

At the top of the history, you'll see the person on the other end, a button Done, and below that a line showing the status, priority, reason, and number. Tapping this line opens the ticket details. Below that are the messages, interspersed with lines like “Anna reopened the conversation” or “started on …”.

At the bottom, you type in the Write a message field. On a computer, pressing Enter sends the message; Shift+Enter creates a new line. On a phone, pressing Enter always creates a new line, and you send the message by tapping the button. Use the paperclip icon to attach files (same rules as above).

Anyone editing the conversation (manager, staff member, organization admin) has two additional options:

• Internal note: a toggle switch. When it's on, the field “Internal note, only your team sees it” is displayed, and the send button is labeled Save note. Only the person editing the conversation can see the note.
• Saved replies: opens a list of your saved replies with a search field “Search saved replies”. Tapping it inserts the text into a new line of your draft. This feature is available to managers and organization admins; staff members do not see the button. If you don't have any saved replies yet, it displays “You have no saved replies yet.” with the link Create a saved reply, and a search with no results shows “No saved reply matches.”.

If the party that started the conversation replies, it waits for the assignees again. If the conversation was resolved, this action reopens it (status “Reopened”). If it was at “Waiting for response”, it changes to “Open”.

Email to the other party: A reply (not an internal note) from the handling party is also sent via email on the location's letterhead. A customer at your location will only receive it if Terminz is authorized to send them emails; otherwise, the message remains within Terminz. The email contains the text of the reply and the number of attachments, as well as a link to the conversation—but only if the person has a Terminz account. If a message remains unread for more than ten minutes, Terminz sends a reminder to the agents via email, no more than once per hour and within a 24-hour period.

Marked as Completed and Reopen

Done has two effects. If you're editing the conversation, the button opens window “Change status” with “Resolved” preselected. If you've opened the conversation, it sets it directly to “Resolved”. Afterward, “Done. Just keep writing if something is still open.” (for the person who opened it) or “Marked as done.” with the Reopen button (for the handlers) appears below the messages. The conversation moves to the “Done” view.

Ticket Details

On wide screens, they appear next to the history; otherwise, they open as a window (“Ticket details”). These sections are available:

• Status: shows the status. Agents see Change next to it. For “On hold” and “Escalated”, the reason is listed; for “Resolved”, the resolution is listed.
• Topic: a drop-down menu with the reasons. Only the assignees can change this, and they can no longer do so once the conversation is marked as completed.
• Priority: Low, Normal, High, Urgent. Only the assignees can change this as well, as long as the conversation is not marked as completed.
• Assigned to: Who is handling it, or “No one assigned yet”. Change appears here only for managers. Assignments are only possible for conversations at your location, not for messages related to appointments.
• Contact: The person's email and phone number, visible only to the assignees. Managers also have Open customer record if the conversation is associated with a customer.
• Appointment: If the conversation is associated with an appointment, it appears here with the date and time. Open appointment displays it in the appointment window (only for managers and staff members who are handling it).
• History: When the conversation was opened, when the first reply was received, and when it was resolved, along with a list of all changes, such as “… set the status to 'In Progress',” “… set the priority to 'High',” or “… handed it to …”. A change without an assigned person is listed as “Terminz Support”.

Change Status

In the Change status window, select one of seven statuses; the current one is “(current)”:

• Open: New, no one has worked on it yet.
• In progress: Someone is currently working on it.
• Waiting for response: You're waiting for a response from the other party.
• On hold: On hold until further notice, with a reason.
• Escalated: Requires someone with more authority, with a reason.
• Resolved: Resolved. If the other party writes again, it reopens.
• Closed: Closed without a solution, for example because it's a duplicate.

For “On hold” and “Escalated”, the Reason field is required (“Only your team sees the reason.”). For “Resolved”, you can enter a Solution (optional) that also shows who started the conversation. Set status is grayed out until you change the status. If it fails: “The status wasn't changed. Please try again.”.

Change Assignment

Change at “Assigned to” opens the “Who takes care of it?” window. You can choose from “Me”, the people on your team, and “Nobody”. If it doesn't work: “Assigning did not work. Please try again.”.

Frequently Asked Questions

Where do I contact Terminz Support? Under Messages at New message, with “Terminz Support” as the recipient.

Where can I see a reply from Terminz? In the same conversation. Unread messages have a dot, and the menu shows the number of unread conversations.

How do I assign a task to a colleague? Select “Manager” at To, then “Someone on the team”, then select the person at Who? and choose “Task” as the reason. The message will then appear in her “Messages” and be assigned to her.

Can my coworkers see my internal notes? Coworkers who edit the conversation can see them. The person who started the conversation (a customer, another location) never sees them.

Can I delete a message? No. You can mark it as “Done” or “Closed”, and it will then appear in the “Done” view.

Why is the “Assigned to” filter missing? It's only available to managers and organization admins. Staff members can only see their own conversations anyway.

Where can I change the subject after the fact? Nowhere. The subject and text of a conversation cannot be changed after sending; only the reason and priority can be modified.