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Peak Atlas

Peak Helpdesk · Inbox

One inbox.
What matters first.

Emails, Live Chat messages and calls arrive as tickets in one inbox. Every request has a number, a status, a priority and a person responsible. Queues such as “Needs reply” or “Unassigned” show first what cannot wait.

Set up the inbox in Peak Helpdesk

Illustrative example · sample data · no reply is sent

EXAMPLE / LIVE PREVIEW

One check.
The fitting step.

Peak Helpdesk / Sample ticketLOCAL EXAMPLE

01 / Example value

How close is the request to its response promise?

02 / What Peak Helpdesk showsWithin the promise: the first reply is due in a few hours.

Stays in line · ordered by priority

Change the example value. The next step follows the check.
Sample data · no reply is sent

One example. Two paths.
The check
decides the next step.Compare both paths below ↓

Two example values

How close is the request to its response promise?

Schematic example on a scale from 0 to 10. In the product every ticket shows when its promise is due.

4/ 10Time left
Reply firstEXAMPLE PATH
Within the promise: the first reply is due in a few hours.
Then

Promise missed: the request has waited longer than promised.

Stays in line · ordered by priority

10/ 10Overdue
In lineEXAMPLE PATH
Promise missed: the request has waited longer than promised.

Moves to the top of “Needs reply” · marked overdue

Trust needs clarity

Clear about what the inbox does.

01 / The existing evidence

Rules, not AI

The order follows fixed rules from priority and promise. No model rates your requests.

Peak Helpdesk / Example pathsEXAMPLE
  1. 4/10
    Within the promise: the first reply is due in a few hours.Stays in line · ordered by priority
  2. 10/10
    Promise missed: the request has waited longer than promised.Moves to the top of “Needs reply” · marked overdue

02 / Your check

Calendar time, not business hours

Promises for first response and resolution count in hours of calendar time. Business-hours promises and saved replies are planned.

4 / 1010 / 10

Compare both paths and their reasons.

03 / The clear limit

Nothing sent from here

This page creates no ticket and sends nothing. In the product only your team sends.

ExampleNothing sent

The next step

An inbox where nothing gets lost.

Start Peak Helpdesk, forward your support mailbox and see your first request in “Needs reply”.

Set up the inbox in Peak Helpdesk
Peak Helpdesk · InboxWhere does it come from?

Illustrative example · sample data · no reply is sent

Frequently asked questions

How do emails get into the inbox?

You forward your support mailbox to an address of your workspace. Every email becomes a numbered ticket.

Which mailbox do replies go out from?

From the Gmail or Outlook account you connected in Peak Chat, with the ticket number in the subject.

Do promises count business hours?

Not yet. Promises count in hours of calendar time today. Business hours are planned.

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