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Peak Atlas

Peak Helpdesk / Template

Step by step.
Until it works again.

Troubleshooting works when every step is small and checkable. The template gives at most three steps, asks for the result and offers an on-site visit if it does not work remotely.

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

Help with [device or system]

Hi [name], please try one after the other: 1. [step one]. 2. [step two]. 3. [step three]. Then tell us what you see, ideally with an image attached.

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,
feedback.

The subject names the device or system. The text numbers the steps and asks what can be seen afterwards. The next step says what happens if it does not help.

01 / The requestYour current draft

A clear subject
for the request.

Peak Helpdesk · local preview
Help with [device or system]

Hi [name], please try one after the other: 1. [step one]. 2. [step two]. 3. [step three]. Then tell us what you see, ideally with an image attached.

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 feedback arrives.

Test it in the ticket card directly above.

02 / Three levels

Same problem.
Next level.

First aid, together on the phone or an on-site visit: choose the level your ticket is at.

Another example replaces the current demo draft.

  • 01 / First aidSelected

    Three small steps.

    Try it yourself.

    First aid

    „Help with [device or system]“

    4 details · Company
  • 02 / On the phoneSample draft

    Go through it together.

    A short call.

    Phone

    „A short call about [device or system]“

    5 details · Phone + Reply due
  • 03 / On siteSample draft

    Someone comes by.

    A visit at your place.

    On-site visit

    „On-site visit on [date]“

    6 details · Company + Phone + Reply due

03 / Move on deliberately

From fault 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

Can I plan a visit from the ticket?

Yes. The visit goes into the technician's own Peak Calendar, with a visit report, a day route and van stock.

Can I call from the ticket?

Yes, through your sipgate account. A call can also be taken over as a phone 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.

More in Peak Helpdesk