4/ 10Time left
Within the promise: the first reply is due in a few hours.
Then
Promise missed: the request has waited longer than promised.
Stays in line · ordered by priority
Peak Helpdesk · Inbox
One inbox.
What matters first.
Emails, Live Chat messages and calls arrive as tickets in one inbox. Every request has a number, a status, a priority and a person responsible. Queues such as “Needs reply” or “Unassigned” show first what cannot wait.
Set up the inbox in Peak HelpdeskIllustrative example · sample data · no reply is sent
EXAMPLE / LIVE PREVIEWOne check.
One check.
The fitting step.
01 / Example value
How close is the request to its response promise?
02 / What Peak Helpdesk showsWithin the promise: the first reply is due in a few hours.
Stays in line · ordered by priority
Change the example value. The next step follows the check.
Sample data · no reply is sent
One example. Two paths.
The check
decides the next step.Compare both paths below ↓
decides the next step.Compare both paths below ↓
Two example values
How close is the request to its response promise?
Schematic example on a scale from 0 to 10. In the product every ticket shows when its promise is due.
10/ 10Overdue
Promise missed: the request has waited longer than promised.
Moves to the top of “Needs reply” · marked overdue
Trust needs clarity
Clear about what the inbox does.
01 / The existing evidence
Rules, not AI
The order follows fixed rules from priority and promise. No model rates your requests.
- 4/10Within the promise: the first reply is due in a few hours.Stays in line · ordered by priority
- 10/10Promise missed: the request has waited longer than promised.Moves to the top of “Needs reply” · marked overdue
02 / Your check
Calendar time, not business hours
Promises for first response and resolution count in hours of calendar time. Business-hours promises and saved replies are planned.
4 / 1010 / 10
Compare both paths and their reasons.
03 / The clear limit
Nothing sent from here
This page creates no ticket and sends nothing. In the product only your team sends.
Example│Nothing sent
The next step
An inbox where nothing gets lost.
Start Peak Helpdesk, forward your support mailbox and see your first request in “Needs reply”.
Set up the inbox in Peak HelpdeskPeak Helpdesk · InboxWhere does it come from?
Illustrative example · sample data · no reply is sent
Frequently asked questions
How do emails get into the inbox?
You forward your support mailbox to an address of your workspace. Every email becomes a numbered ticket.
Which mailbox do replies go out from?
From the Gmail or Outlook account you connected in Peak Chat, with the ticket number in the subject.
Do promises count business hours?
Not yet. Promises count in hours of calendar time today. Business hours are planned.