How to Submit and Manage Support Tickets Through the Terminus Help Center

The Terminus Help Center is a centralized location that provides our users with access to:

• Platform support requests and visibility into the status of their tickets
• Terminus Academy, where they can access self-paced training courses and certification opportunities
• Our user community, Terminus Backstage, where customers can ask questions, provide feedback, engage with us directly, and learn from other Terminus users
• And an extensive library of product documentation and best practice-focused articles

In this article, we’ll walk you through the process for engaging with our Platform Support team via the Terminus Help Center.

Creating a New Support Ticket

The best way to create and track tickets submitted to Terminus Platform Support is via the Terminus Help Center.

To submit a request, Terminus customers should first select the “SIGN IN” button at the top of the page. From here, you’ll be redirected to enter your Terminus login credentials. Once you are logged in, you will be routed back to the Help Center home page.

To create a new ticket, Click the “SUBMIT A REQUEST” link, as shown below. You will be presented with a request selection pop-up from which you can select from a variety of options. The most common will be “General Support Request."

After clicking the appropriate option from the list, you will be presented with a request form to complete and submit. The more detail provided at this stage will help us better service your request. Once you submit your request, the form automatically routes a ticket to be actioned to the appropriate team.

The following information reflects the Platform Support Request Form option:

 Additional information:

• If you would like to CC your Customer Success Manager on any ticket submitted, please ensure you follow the "SIGN IN" process, as instructed above.
• As a best practice, we recommend creating one ticket per question / request / issue - this allows us to work each submission independently and ensures no issue is inadvertently “overlooked” in the process.
• The "Impact "field is optional but it does help us better understand the context of your question / request / issue, its impact to your business and how to best gauge resources required.

Impact Level Definitions: 

HIGH: We are experiencing a major business interruption, and the issue requires immediate attention. 

MEDIUM: We are experiencing a moderate business interruption, and it is impacting our desired workflows. 

LOW: We are experiencing a minor business interruption, or we have a non-urgent question on how to use, set up, or configure the platform. 

Viewing Existing Support Tickets

You can track any ticket you submitted or were CC’d on via the Help Center!

To view your existing tickets, and your ticket history, select the “Sign In” button at the top of the page. From here, you’ll be redirected to enter your Terminus login credentials. Once you are logged in, you will be routed back to the Help Center home page.

By clicking the down arrow next to your name and selecting “MY ACTIVITIES”, you will have access to each of your submitted requests and their corresponding status.

Updating an Existing Support Ticket

Updates can be made to a ticket via the Help Center. Simply select the ticket you’d like to update, scroll to the bottom, and select “add to conversation."

NOTE: If a ticket needs to be “escalated” out of Support, appropriate teams will be engaged, and Support will continue to own communication with you on its progression and status, with the exception of billing or finance issues - those will be handled directly by the Terminus Finance team.

Using Chat in the Help Center

NOTE: Help Center Chat, as a channel to engage Platform Support, is ONLY available through the Terminus Help Center, not the Terminus website homepage. You must be signed in to use Help Center Chat.

Help Center Chat is a ticket submission channel available to customers who have purchased Terminus-Pro or Terminus-Enterprise Support and is accessible via the Web Widget, located in the bottom right corner of any page within the Help Center.

To search the Help Center’s articles or engage with a support Specialist, click the “Get in touch” button - you will then have the choice to Live chat or Leave a message.

“Live chat” - this selection will create a Support ticket and notify available Support Specialists you would like to Live Chat. In the event Support Specialists are assisting other customers or are otherwise unavailable, you can choose to…

“Leave a message” - this selection will take you to the Help Center “Submit a Ticket” page.

Support specialists are prepared to handle routine requests in Live Chat. It is recommended that any requests requiring more extensive troubleshooting and/or investigation be handled via “normal” ticketing processes. 

All Chat conversations are available for review in the “My Activities” page.