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.
Concept with sample data · nothing is received or sent.
Concept / Message / Ticket / Reply
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.
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.
Three answers. One channel concept.
Draft · not yet put together
- Message
- Still open
- Ticket
- Still open
- Reply
- Still open
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.
- 01Record
Today: manually as a ticket.
MessagePlanned: 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 - 02Sort
Today: the same queues.
TodayYour 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 - 03Connect
Planned: WhatsApp as a channel.
ReplyToday 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 HelpdeskPeak 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
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.