Peak Helpdesk · Resolution timeline
What really happened
to a ticket.
The resolution timeline in Peak Helpdesk: arrival, assignment, replies, internal notes, status changes and resolution, explained step by step on a sample ticket.
Where do you want to make progress?
Read channel and time: email forwarding, Live Chat, phone or manual.
Step by step.
From arrival to “solved”.
A timeline answers three questions.
When did the request arrive, who took care of it, and what was decided when? Peak Helpdesk records every change to a ticket: arrival, assignee, priority, status, replies to the customer and internal notes. Email replies carry the ticket number in the subject. If nothing could be sent, the ticket says so.
Have this ready.
- A ticket from your inbox or the sample ticket [#123]
- Your response and resolution promise in hours
- ⌘K search to find the ticket quickly
The learning path
One ticket. Three parts.
Read the arrival
When and through which channel did the request come in?
- Read channel and time: email forwarding, Live Chat, phone or manual.
- Check that the customer is the right person record in Peak One.
- See when the reply was due under the promise.
You know when the clock started.
If you get stuck
When something does not add up.
A reply never reached the customer.
Check the history. If the email could not be sent through the account connected in Peak Chat, the ticket says so. Check the connection and send again.
The promise shows overdue although it was the weekend.
Response and resolution promises count in calendar time today. Business hours are planned and not available yet.
Two tickets describe the same request.
Merging tickets is planned and not available yet. Solve one and refer to the other in an internal note.
Your quality check
What you now know about the timeline.
Tick what you have checked. Your selection stays in this view only.
0 of 3 points checked
What this article is based on.
Walkthrough with a made-up sample ticket, no real customer data. The history of every change, assignee, status, internal notes, email replies with ticket number and send status, promises in calendar time and satisfaction 1–5 are available in Peak Helpdesk. Ticket merging and business hours are planned.
- Editorial demo
Editorial example with made-up sample data. Tickets with status, priority, assignee and reason, intake by email forwarding, Live Chat and manually, response and resolution promises, satisfaction 1–5, performance and the history of every change exist in Peak Helpdesk today; everything else is marked as example or planned.
Every resolution traceable.
Start Peak Helpdesk, handle your first ticket and then read its history.
Frequently asked questions
What does a ticket's history contain?
Every change: arrival, assignee, priority, status, replies to the customer and internal notes, each with a person and a time.
How do I see whether a reply was sent?
If an email reply could not be sent, the ticket says so.
Does the customer see internal notes?
No. Internal notes are seen by the team only.