Peak Helpdesk / For hospitality
The request came by phone.The late shift knows nothing about it.
Hotels, restaurants and hosts get guest questions by phone, e-mail and website. In Peak Helpdesk every question becomes a ticket that every shift can see. A call can be taken over via sipgate or captured manually. The guest is the same person record as in Peak Booking.
Put the goal into words. Add perspectives and timing right below.
Two typical cases. One traceable path.
Two guest questions / two paths
From request to fulfilled request.
- Before the visit
- Requests as a ticket with a note
- On site
- Every shift sees open tickets
- Afterwards
- Resolve the complaint, record satisfaction
Your guest question
What is the guest asking?
Create a local note with made-up details. It shows the structure and is never saved or sent.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three thoughts. One good reply.
Draft · not yet put together
- The question
- Still open
- The owner
- Still open
- The reply
- Still open
Two typical guest questions
What does the guest need right now?
Pick the case. Ticket, next step and sample note follow the situation.
Before the visit
A guest calls and asks for a quiet room and a late check-in.
- The action
- Capture the call as a phone ticket, record the request as an internal note, confirm by e-mail.
- The intent
- The late shift sees the request, the guest has a confirmation.
The guest note
- Channel
- Phone, manual or via sipgate
- Note
- Quiet room, arrival after 10 pm
- Confirmation
- By e-mail with the ticket number
The cases are editorial examples, not customer references. The product proof shows where the flow starts in Peak Helpdesk.
To the product proofDoes this fit you?
A clear job. Clear limits.
One guest question.
Every shift knows.
Where Peak Helpdesk helps today.
- You want calls, e-mails and chats in one place.
- Every shift should see open guest requests.
- Complaints should be resolved traceably.
No WhatsApp
What Peak Helpdesk can't do yet.
- WhatsApp and SMS are still planned in Peak Helpdesk.
- An automatic guest survey is still planned.
- Peak Helpdesk decides and pays no compensation.
The next proof is the product
Capture the next guest call as a ticket.
In Peak Helpdesk every shift sees the same queue. The report shows volume per channel, the most frequent reasons and the recorded satisfaction.
Start with Peak HelpdeskPeak Helpdesk / Your next step
The request arrives. In every shift.
Pick the case that comes up most in your house right now. The right next step follows from it.
See the guest example
The guest feels heard.
Resolve the complaint, record satisfaction
Frequently asked questions
Can guests write on WhatsApp?
WhatsApp in the helpdesk is planned. Today requests come by e-mail, Live Chat or as a ticket created by hand.
What happens at night?
Requests still arrive as tickets and wait in Reply due. The SLA counts calendar hours; business hours are planned.
Which address do replies come from?
From the Gmail or Outlook account connected in Peak Chat. If nothing could be sent, the ticket says so.