Peak Helpdesk · Planned
The knowledge your
team already has.
Personalized knowledge is planned in Peak Helpdesk: answers from a knowledge base matched to the customer. Today history, internal notes and the customer record in Peak One help.
What should your team know before replying?
2 questions in the plan. First question: Who is asking, and is it the right person record in Peak One?
Planned · concept demo with sample data
Who is asking? What came before? What helps?
Who is asking, and is it the right person record in Peak One?
Good replies start with the customer.
The plan is for Peak Helpdesk to suggest knowledge that fits a request and this particular customer. It is not built: there is no knowledge base and there are no saved replies. Today your team sees on the ticket who is asking, which requests this customer had before and what was noted internally. This page helps you read that knowledge on purpose before every reply.
From reading to doing
Your check questions. Before every reply.
Settle before replying.
2 questions selected
- Who is asking, and is it the right person record in Peak One?
Check name and email. You see the same person in Chat and Booking.
- Has this customer asked the same question before?
Search earlier tickets with ⌘K and read how they were solved.
What exists today,
and what is planned.
Personalized knowledge is meant to put matching answers from a knowledge base next to a request. That knowledge base does not exist yet. Today the knowledge about a customer lives in the ticket and in Peak One.
Who is asking, and is it the right person record in Peak One?
Check name and email. You see the same person in Chat and Booking.
Customer (today)One person record in Peak One, the same as in Chat and Booking, with their earlier tickets.
History and notes (today)Every change, every reply and every internal note on the ticket, searchable with ⌘K.
Knowledge base (planned)A help center and answers matched to the customer. Not available in Peak Helpdesk yet.
The playbook
How to use the knowledge you already have.
Customer, history,
reply.
Read → Check → Reply
- 01
The customer first. Then the reply.
Open the customer and their earlier tickets before you reply. That way you never ask twice.
ExampleInvoice question from Example Ltd
Read earlier ticket [#118] with the same question. - 02
Notes that help.
Write internal notes so the next person can act on them. Concrete pointers instead of judgements.
Sharpen a note
Prefers a call-back in the morning; invoices go to accounting.Difficult customer. - 03
Reply and record.
Reply through the account connected in Peak Chat. The reply sits in the history, and this customer's next request starts with that knowledge.
Check before sendingDoes the reply fit this customer?
Yes → send · No → ask first.
Your quality check
Is the customer knowledge at hand?
Tick what you have checked. Your selection stays in this view only.
0 of 4 points checked
What this article is based on.
Concept demo of a planned feature with made-up sample data. Personalized knowledge, a knowledge base, a help center and saved replies are not built in Peak Helpdesk. Available today are customers as person records in Peak One, every ticket's history, internal notes and ⌘K search.
- Editorial demo
Concept demo of a planned feature with made-up sample data. The feature is not built in Peak Helpdesk.
Use today's knowledge.
Start Peak Helpdesk and read customer, history and notes before your next reply.
Frequently asked questions
Does Peak Helpdesk have a knowledge base?
Not yet. Knowledge base, help center and saved replies are planned.
Which knowledge do I see on a ticket today?
The customer as a person record in Peak One, their earlier tickets, the history and internal notes. ⌘K finds earlier requests.
Does Peak write replies for me?
No. Your team writes replies; Peak suggests no replies today.