Peak Helpdesk / Customer experience
Your customer sees no ticket system.Just a good reply.
The customer writes by email, through your website's live chat or calls. On your side it becomes a ticket with a number and a promise. On their side a reply arrives from your mailbox, with your signature and the ticket number. Try this path on an example.
Put the goal into words. Add perspectives and timing right below.
Local example · nothing is sent.
Request / Reply / Solved
What the customer experiences.
- Request
- Email, live chat or call. The customer needs no account.
- Reply
- From your connected mailbox, with [#123] in the subject.
- Solved
- A reply that ends the question instead of starting a new one.
Your customer in the example
Three answers, one customer path.
Describe who writes, what they should hear first and when the request is done for them. Everything stays in this open preview.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three answers. One customer path.
Draft · not yet put together
- Request
- Still open
- Reply
- Still open
- Solved
- Still open
Three moments for the customer
From the question to a finished request.
Peak Helpdesk keeps your team's side in order so your customer's side stays simple. What works today and what is planned is listed further down.
- 01Ask
Through the channel they know.
RequestEmail, live chat or call. The customer needs no account.
A forwarded email, a chat message on your website or a call your team records. The customer is one person in Peak One, whichever way they come in.
Channel → ticket with number - 02Reply
From your own mailbox.
ReplyFrom your connected mailbox, with [#123] in the subject.
The reply goes out through the Gmail or Outlook account connected in Peak Chat. If nothing could be sent, the ticket says so instead of failing silently.
Reply → [#123] in the subject - 03Sluiten
Solved only when it is solved.
SolvedA reply that ends the question instead of starting a new one.
Your team marks the ticket solved and can record satisfaction from 1 to 5. In the example this only becomes a note, not a ticket.
Sample artifact → customer path note
From the example to a real ticket
Send yourself a request.
Set up forwarding for your support address or open the live chat on your website. Write a test request and answer it from Peak Helpdesk. That way you walk the path yourself before a customer does.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Support feels equally clear on both sides.
Try the customer path on your example. Then you know what your customer experiences.
Try the customer path
Support from your customer's side.
A reply that ends the question instead of starting a new one.
Frequently asked questions
What works today?
Tickets, email forwarding, Live Chat, queues, replies through the mailbox connected in Peak Chat and the performance view.
Is there an automatic satisfaction survey?
No. Your team records satisfaction from 1 to 5 on the solved ticket. An automatic survey is planned.
Does Peak Helpdesk message customers on its own?
No. Every reply is sent by a person on your team.