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Peak Helpdesk · Planned

WhatsApp in the helpdesk is planned.Not built yet.

Many customers prefer to write from their phone. WhatsApp, Instagram and SMS are not built as ticket channels in Peak Helpdesk yet. Today tickets come in through email forwarding, your website's live chat or are recorded manually by your team. This concept shows what a WhatsApp channel could look like later.

Put the goal into words. Add perspectives and timing right below.

Local draft · no product activation
View the concept

Concept with sample data · nothing is received or sent.

Planned: the message from the phone as a ticket.

Concept / Message / Ticket / Reply

01Message02Today03Reply
Concept / one WhatsApp request

From the message to the ticket.

Message
Planned: arrives directly as a ticket.
Today
Your team records it manually as a ticket.
Reply
Today by email from your mailbox.
Planned · concept with sample data, not built

Your WhatsApp request in the concept

Three answers, one channel concept.

Describe who writes, what your team needs to know and how you reply. The preview stores nothing and connects nothing.

Local working example · nothing is saved or sent. Please don't enter personal data.

Peak Helpdesk / Start noteLOCAL DRAFT
01 / Your thoughts
02 / Your start noteLocal preview

Three answers. One channel concept.

Draft · not yet put together

Message
Still open
Ticket
Still open
Reply
Still open
Your input appears here right away. With “View the start note” you check the three details locally.

What works today, what is planned

First the order, then the channel.

A new channel only helps if the request lands in the same ticket as all the others. That order exists today; the WhatsApp channel doesn't yet.

  1. 01Record

    Today: manually as a ticket.

    Message

    Planned: arrives directly as a ticket.

    If a message arrives some other way, your team records it as a ticket with channel, reason and customer. Nothing gets lost.

    Message → manual ticket
  2. 02Sort

    Today: the same queues.

    Today

    Your team records it manually as a ticket.

    The ticket sits in “needs reply”, has a promise and an assignee, like every other one.

    Ticket → queue with promise
  3. 03Connect

    Planned: WhatsApp as a channel.

    Reply

    Today by email from your mailbox.

    Planned is that WhatsApp messages arrive directly as tickets and are answered there. In the example only a concept note is created.

    Sample artifact → concept note

What you can do today

Start with email and live chat.

Set up email forwarding and embed the live chat on your website. Your team records messages from other channels as tickets so everything stays in one place.

Start with Peak Helpdesk

Peak Helpdesk / Your next step

Every channel lands in the same ticket.

Try the concept on a typical message. Until WhatsApp arrives, your team keeps the order with manual intake.

View the concept
Local working example

One more channel, the same order.

Today by email from your mailbox.

Frequently asked questions

Can I handle WhatsApp messages as tickets today?

Not directly. You can record a request manually as a ticket. WhatsApp inside the helpdesk is planned.

Are SMS and Instagram coming too?

These channels are also planned for Peak Helpdesk, not built.

Which channels work today?

Email via forwarding, Live Chat, manual intake and calls through sipgate.

More in Peak Helpdesk