Record service requests as tickets in a shared workflow. Each request gets an owner and a status, and a queue shows you which requests are still waiting for a reply.
After you log in, the Helpdesk opens directly. Your first request is the first step.
HelpdeskExample
Request · Anna Weber, Müller GmbH
Issue
Received the March invoice twice
Owner
Jonas Keller
Status
In progress
Next step
Send the correction to the customer
Owner clarified
Simplified sample view with made-up data.
Why change anything
A customer writes in, and nobody knows who will reply.
Requests land in personal inboxes and are invisible to everyone else.
Two colleagues reply to the same message, and another is left sitting.
When the customer asks about the status, you first ask around the team.
Until now
Search several inboxes for requests
Sort out in the team who has already replied
Keep open issues in your head
With Helpdesk
Record request as a ticket
Set the owner directly
Status shows where the issue stands
Queue shows what's still open
How it works
To your result in 4 steps.
01
Record request
Record a first request with your customer's issue.
02
Clarify owner
Decide who takes care of the request.
03
Handle issue
Work on the request and keep its status current until the issue is resolved.
04
Work through the queue
The queue shows you which requests are still waiting for a reply.
What gets better
Three things Helpdesk does for you.
Every request has someone looking after it
Nobody replies twice, and no request gets left behind because everyone thought someone else would do it.
In the Helpdesk, every request gets a clear owner.
Everyone can see the status
When a customer follows up, you see right away where their issue stands, without asking around the team.
Requests live in a shared workflow, each with a status.
Nothing open slips through
You work through a list instead of searching inboxes for unanswered messages.
A queue answers the question of which requests are still waiting for a reply.
In everyday life
Here's how others see it.
Service provider with a small office team
Trigger
A customer reports an error in his invoice.
With Helpdesk
You record the request and decide who from accounting takes it on.
Result
The colleague sees the ticket on her end, and you know someone is taking care of it.
Online retailer
Trigger
In the morning, several customer requests have come in overnight.
With Helpdesk
You go through the queue together and distribute the requests.
Result
Every request has an owner before the day really gets going.
Agency
Trigger
A customer calls and asks what became of his request from last week.
With Helpdesk
You open the ticket and see owner and status.
Result
You can tell them right away where their issue stands.
Before you start.
What is a ticket in the Helpdesk?
A ticket is a recorded customer request: the issue, who is handling it, and what status it has.
Can several people on the team handle requests?
Requests live in a shared workflow, and each gets an owner. You'll see how to bring colleagues in and what permissions they have in the app.
How do I see which requests are still open?
The queue shows you which requests are still waiting for a reply.
Do emails or chat messages arrive as tickets automatically?
You can record every request with your customer's issue yourself. You'll see which channels can be connected directly in the app.
Which statuses can a request have?
Every request has a status so it's clear where the issue stands. You'll see which statuses exist in the app.
What happens when I click “Log first inquiry”?
You’ll go to the Peak One login. The “Helpdesk” selection and the destination page are passed along in the link. After you log in, you open this app directly. One account works for all Peak One apps.
What does Helpdesk cost?
Features and usage limits depend on your plan. You'll find the overview on the Pricing page. Clicking “Capture first inquiry” does not start a paid subscription.
Give the next customer request an owner.
Record your first request, decide who takes care of it, and keep an eye on the status.
HelpdeskExampleRequest · Anna Weber, Müller GmbH