Peak Helpdesk
Responsibilities
サービスへの問い合わせを、共通の流れの中でチケットとして記録しましょう。どの問い合わせにも担当者とステータスが割り当てられ、キューでまだ返信を待っている問い合わせがわかります。
Responsibilities
From request to answer
Every request goes through the same steps, so the team always knows who is working on it.
Log the request
You record the issue as a ticket. You transfer e-mails yourself; which channels are available is shown in the app.
Clarify who is responsible
Every ticket gets one person who takes care of it, so it is clear who answers.
Work on the issue
The person responsible works on the issue and keeps the status up to date. Everyone can see where it stands.
Work through the queue
The queue holds all open tickets. The team works through them together so nothing slips through.
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Triage a sample request and prepare a reply.
Your service case
Handle a request clearly
I need help setting up my team.
Happy to help. Which step would you like to work through together?
Reply has not been sent.
Continue with it in Peak One.
Your edited details are transferred to a new Peak One tab. Sign in there, review your draft and confirm the next step.
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