Peak Helpdesk / For consultancies
The question sits in the inbox.The consultant is in a workshop.
In consultancies, client questions land with whoever leads the engagement. If she's in a meeting, the client waits. In Peak Helpdesk every question becomes a ticket in a shared queue, with an owner, a response target and the status “Waiting” when you're waiting on the client.
One answer changes the follow-up
Pick a sample rating.
Local draft · no product activationTry the sample rule. Nothing is sent.
02 / The next question
Which question has been waiting longest, and who takes it when someone is in a meeting?
Status “Waiting” until the client delivers.
Explainer · sample data · fictional Lindenberg Consulting · not the product interface
Check the rule yourself
How visible are your client questions?
Pick a value. At 0 to 6 the question about the longest wait appears, from 7 up you go straight to distribution. Nothing is saved.
Local rule demo · Please use neutral sample details only.
Pick a rating to see the next step.
The answer sets the direction.
- Rating
- —
- Follow-up
- Waiting for a rating
No example picked yet.
From personal inbox to shared queue
Make it visible first. Then distribute.
The sample rule: if at 0 to 6 you barely see who has which question, you set up a shared address first. From 7 up you distribute directly.
- 01Bundle
One address for client questions.
DomandaTicket with a number, assigned to the engagement lead.
The shared address forwards to Peak Helpdesk. Every e-mail becomes a ticket with a number.
Forwarding → ticket - 02Distribute
Set the owner.
0–6Follow-up7–10Finish“Mine” and “Unassigned” show where things are. Due and overdue response targets are on top.
Queue → assignment - 03Follow up
Record the status.
Missing documentStatus “Waiting” until the client delivers.
Internal notes record what was discussed. A follow-up step becomes a task in Peak Task.
Sample artifact → engagement note
The next proof is the product
Set up your shared address.
In Peak Helpdesk you see tickets per person, response targets and, in the report, the median first response and resolution over 7, 30 or 90 days.
Start with Peak HelpdeskPeak Helpdesk / Your next step
No question waits for a workshop.
Check both paths in the example. Then look for the client question sitting in a personal inbox right now.
See the consulting example
The team sees what's open.
Status “Waiting” until the client delivers.
Frequently asked questions
Does the client see internal notes?
No. Internal notes stay inside the team; only replies go to the client.
Can we save replies as templates?
Saved replies and macros are planned. Today you write each reply on the ticket yourselves.
How is the SLA counted?
In calendar hours from arrival, per priority. Business hours and holidays in the SLA are planned.