Peak Helpdesk / For product teams
Support has known about the bug for a while.The product team doesn't yet.
Recurring problems disappear between tickets and chat messages. In Peak Helpdesk every ticket carries a reason, and “Performance” shows the top reasons over 7, 30 or 90 days. A bug report becomes a task in Peak Task that stays linked to the ticket.
Put the goal into words. Add perspectives and timing right below.
Two typical cases. One shared thread.
One reason / two typical cases
From ticket to a task in the product team.
- In the ticket
- Reason, description and history
- Handover
- Task in Peak Task, linked to the ticket
- Afterwards
- Update to the customer by the team
Your next bug report
How would you pass it on?
Create a local note with neutral sample details. Please don't enter real customer data; nothing is saved or sent.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three thoughts. One clear bug report.
Draft · not yet put together
- The report
- Still open
- The review
- Still open
- The update
- Still open
Two moments between support and product
What's coming from support?
Choose the case. Checks, next step and sample note follow the situation.
A customer reports
A customer describes a bug in the Live Chat. Support can reproduce it.
- The action
- Set the reason, write an internal note with the steps and create a task for the product team.
- The intent
- A report that stays connected to the customer.
The bug note
- Reason
- Export bug (sample)
- Task
- In Peak Task, linked to the ticket
- Statut
- Ticket waiting on the product team
The example makes the flow clear. The product proof shows where it starts in Peak Helpdesk.
To the product proofDoes this fit you?
A clear thread. Clear limits.
A problem
you can see.
This is where Peak Helpdesk helps.
- You want to see which reasons are common in support right now.
- You want to pass on bug reports connected to the customer.
- You want the customer to get an update when something is fixed.
No root-cause AI
What Peak Helpdesk doesn't do.
- Automatic root-cause analysis across many tickets is planned, not available.
- Customers can't attach screen recordings today; that is planned.
- Peak Helpdesk doesn't replace an engineering issue tracker.
The next proof is the product
Look at the top reasons of the last 30 days.
In Peak Helpdesk under “Performance” you see reasons and volume per day and channel. From every ticket you create a linked task in Peak Task.
Start Peak HelpdeskPeak Helpdesk / Your next step
A good product starts with customers' questions.
Pick the case that's next for you. The right flow follows from it.
See the product example
From ticket to improvement.
Update to the customer by the team
Frequently asked questions
Where do the reasons come from?
The team sets a reason on every ticket. The list of top reasons is built from that, without AI.
Does Peak detect root causes automatically?
No. Automatic root-cause analysis across many tickets is planned and not available today.
How does a bug report reach the product team?
As a task in Peak Task linked to the ticket. Whoever works on it sees description, notes and the customer.