Peak Helpdesk / Technical troubleshooting
“It doesn't work.”And what exactly?
Technical requests often start with too little information. Peak Helpdesk records each request as a ticket with priority and owner. Questions go to the customer, findings stay in the ticket as an internal note, and the response promise shows when time gets tight.
One answer changes the follow-up
Pick a sample rating.
Local draft · no product activationTest the sample rule · nothing is sent.
02 / The next question
What is still missing: steps, device, time or an on-screen message?
High priority, resolution due in 24 hours (example).
Sample data · no real tickets · not the product interface
Check the rule yourself
Change the rating. See the difference.
Pick a rating. At 0 to 6 the follow-up question appears, at 7 to 10 it doesn't. Nothing is sent.
Local rule demo · Please use neutral sample details only.
Pick a rating to see the next step.
The answer sets the direction.
- Rating
- —
- Seguimiento
- Waiting for a rating
No example picked yet.
The rule behind the example
Understand first, then fix.
In the example a rating of 0 to 6 triggers a follow-up question. From 7 the problem is described well enough to reproduce it.
- 01Rate
Is the problem clear?
DescriptionWhat the customer sees, since when and on which device.
You rate how well the problem is described. The next step depends on it.
Input → rating from 0 to 10 - 02Ask
At 0 to 6, ask first.
0–6Seguimiento7–10FinishThe sample rule asks what is missing. In Peak Helpdesk you write the question in the ticket and set it to “waiting” until the customer replies.
Condition → 0–6: follow-up question - 03Solve
Targeted instead of guesswork.
EstadoHigh priority, resolution due in 24 hours (example).
In the trial run, rating and question stand together. It is a local preview, not a real ticket.
Sample artifact → fault note
From the example to a real ticket
Create your next fault ticket in Peak Helpdesk.
In Peak Helpdesk every technical request gets a priority, an owner and a reason. Only your team sees internal notes; if something needs fixing, a follow-up task is created in Peak Task. If an on-site visit is needed, you plan it into the technician's calendar.
Start with Peak HelpdeskPeak Helpdesk / Your next step
No fault disappears between two emails.
Test both paths in the example. Then create your next fault ticket in Peak Helpdesk.
Walk through a fault case
Understand first, then solve.
High priority, resolution due in 24 hours (example).
Frequently asked questions
Where are the steps already taken?
As internal notes on the ticket. The customer doesn't see them, the team does. Every change is in the history.
How do I hand over to engineering?
You create a task in Peak Task from the ticket. It stays linked to the ticket.
Does Peak suggest a fix?
No. AI answers and a knowledge base are planned, not built today. Your team decides.