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Peak Atlas

Peak Helpdesk / Template

Reproduce first.
Then fix.

A bug can only be fixed if it can be reproduced. The template asks for the steps, the expected and the actual result, without overwhelming the customer with jargon.

For which request?

Change the subject. The ticket card next to it reacts instantly.

Edit all texts and details ↗Test the ticket card directly ↗
Local demo with sample data
Ticket card · previewPreview reacts instantly
Peak HelpdeskLocal demo with sample data

Your note about [bug]

Hi [name], thanks for letting us know. So we can reproduce it: what did you do, step by step? What did you expect? What happened instead? An image as an attachment helps a lot.

Use sample data only.

Stays in this browser. No reply is sent, no ticket is created, nothing is saved automatically.

Edit your draft in detailCustomer message, details & next step
01

Your draft

Make it yours.

Additional details

Customer name, e-mail and message are always included in this demo.

JSON file for your local draft. Not an import into Peak Helpdesk.

01 / Anatomy of the reply

Subject, reply,
what happens next.

The subject names the bug in the customer's words. The text says thanks, asks targeted questions and says honestly whether there is a solution yet.

01 / The requestYour current draft

A clear subject
for the request.

Peak Helpdesk · local preview
Your note about [bug]

Hi [name], thanks for letting us know. So we can reproduce it: what did you do, step by step? What did you expect? What happened instead? An image as an attachment helps a lot.

Request → Details → Reply

The subject says in one line what the ticket is about. The ticket number is added in front of it later.

02 / The details
4visible details
01Customer name02E-mail03Message04Company
03 / The next stepText preview

And then?
A clear next step.

Set the ticket to “Waiting” until the details arrive.

Test it in the ticket card directly above.

02 / Three states

Same bug.
Different state.

Still unclear, reproduced or fixed: each state needs a different reply. Choose the state your ticket is in right now.

Another example replaces the current demo draft.

  • 01 / Still unclearSelected

    The right three questions.

    Steps, expectation, result.

    Ask

    „Your note about [bug]“

    4 details · Company
  • 02 / ReproducedSample draft

    Confirmed, in progress.

    The bug can be reproduced.

    Confirmed

    „We reproduced [bug]“

    5 details · Company + Reply due
  • 03 / FixedSample draft

    Fixed and checked.

    The fix is live.

    Fixed

    „[Bug] is fixed“

    4 details · Reply due

03 / Move on deliberately

From report to fix.

Download your draft locally or copy it. In Peak Helpdesk you write the reply in the ticket. It goes out through the Gmail or Outlook account connected in Peak Chat, with your signature and the ticket number in the subject. If nothing could be sent, the ticket says so.

Your request, your details and your reply — as one connected draft.

Please fill in the draft texts before you take them along.

Stays in this browser. No reply is sent, no ticket is created, nothing is saved automatically.

Frequently asked questions

How does the bug reach development?

As a follow-up on the ticket. It becomes a Peak Task task that stays linked to the ticket.

Can customers record their screen?

That is planned but not built. Today customers send images as attachments to their e-mail.

Can I save the template in Peak Helpdesk?

Not yet. Saved replies (macros) are planned. Today you copy the text and write the reply in the ticket.

Is anything sent in the demo?

No. Everything stays in your browser. No ticket and no e-mail is created. A file only exists if you download it yourself.

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