Peak Helpdesk / For e-commerce

The customer asks about her parcel.For the second time.

Shops get the same questions by mail, chat and phone: where is the parcel, how do I exchange, what do I do about a defect? In Peak Helpdesk every question becomes a ticket with a response target. If the customer writes again, the team sees the whole history on one person record.

Your goal for the next step

Put the goal into words. Add perspectives and timing right below.

Local draft · no product activation

See the shop example

Two typical cases. One traceable path.

One customer. One history.

Two shop questions / two paths

01On arrival02While clarifying03Afterwards

Working world / online shop

From question to reply.

On arrival: Ticket with a number and response target
While clarifying: Status “Waiting”, internal note for the warehouse
Afterwards: Solved, record satisfaction 1–5

Editorial working card · sample data · not the product view

For e-commerceOrder → Question → Reply

Your shop question

What is it about?

Create a local note with made-up details. It shows the structure and is never saved or sent.

Local working example · nothing is saved or sent. Please don't enter personal data.

Peak Helpdesk / Start noteLOCAL DRAFT

02 / Your start noteLocal preview

Three thoughts. One clear reply.

Draft · not yet put together

The question: Still open
The owner: Still open
The reply: Still open

Your input appears here right away. With “View the start note” you check the three details locally.

Two typical shop questions

What is the customer asking right now?

Pick the case. Ticket, next step and sample note follow the situation.

Delivery

A customer asks about her parcel in the Live Chat and sends an e-mail the next day.

The action: See both messages on the same person record, give the shipment status, set the ticket to “Waiting”.
The intent: One reply instead of two, with the ticket number in the subject.

Working example / Where is my order?

The delivery question

Channel: Live Chat and e-mail
Status: Waiting until delivery
Reply: Through the connected mailbox

Editorial structure sketch · not a customer reference

The cases are editorial examples, not customer references. The product proof shows where the flow starts in Peak Helpdesk.

To the product proof

Does this fit you?

A clear job. Clear limits.

One shop question.
One reply.

Where Peak Helpdesk helps today.

You want chat, e-mail and calls in one queue.
You want to see which questions come most often.
Replies should come from your own mailbox.

Your mailboxYour decision

No refunds

What Peak Helpdesk can't do yet.

WhatsApp and Instagram are still planned in Peak Helpdesk.
Peak Helpdesk refunds nothing and decides no returns.
A help center for self-service answers is still planned.

The next proof is the product

Forward the next shop question.

In Peak Helpdesk you see tickets by “Needs reply”, “Waiting” and “Solved”, and in the report the most frequent reasons and the volume per channel.

Start with Peak Helpdesk

Peak Helpdesk / Your next step

History first. Then the reply.

Pick the case that comes up most in your shop right now. The right next step follows from it.

See the shop example

Local working example

Every shop question gets an answer.

Solved, record satisfaction 1–5

Frequently asked questions

Does Peak Helpdesk issue refunds?

No. Peak Helpdesk refunds nothing and decides nothing for your team. You record the decision and its reason on the ticket.

Do we see the order on the ticket?

The order number is on the ticket when the customer or team mentions it. Showing the shop order automatically is planned.

Which channels bring requests in?

Today through forwarded e-mail, the Live Chat widget on your website and tickets you create by hand. WhatsApp and a customer portal are planned.