Peak Helpdesk / For IT service providers
The client calls.The technician is already on the road.
IT service providers solve a lot remotely and some things only on site. In Peak Helpdesk the incident becomes a ticket, whether by e-mail, chat or via sipgate. An on-site visit lands in the technician's Peak Calendar, with a day route, van stock and a visit report on the ticket.
Put the goal into words. Add perspectives and timing right below.
Try it on a local sample incident.
Incident / visit / report
What a visit needs.
- Phone
- A missed call is taken over as a phone ticket.
- Visit
- Appointment in the technician's calendar, route with a Google Maps link.
- Parts
- Van stock shows what needs refilling.
Your incident in three answers
What's broken?
Fill in the example with a made-up incident. You see what a ticket should capture up to the visit. Nothing is saved or sent.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three questions. One clear visit.
Draft · not yet put together
- The incident
- Still open
- The owner
- Still open
- The next step
- Still open
From incident to report
One ticket. Until the visit is done.
The order keeps call, visit and report together on one ticket.
- 01Capture
Capture the incident.
PhoneA missed call is taken over as a phone ticket.
E-mails via forwarding, chats via the widget, calls via sipgate. From a ticket you call the client straight back.
Call → phone ticket - 02Plan
Plan the visit.
VisitAppointment in the technician's calendar, route with a Google Maps link.
The visit lands in the technician's own Peak Calendar. The day route opens in Google Maps.
Ticket → visit in the calendar - 03Close
Solve with a report.
PartsVan stock shows what needs refilling.
The visit report sits on the ticket. Used parts show up in the van stock and on the refill list.
Sample artifact → visit report
The next proof is the product
Plan the next visit from a ticket.
In Peak Helpdesk you connect ticket, call-back, calendar visit and report. Response targets show which incident comes first.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Call, visit, report. In one place.
Try the example with the incident that needs a visit right now.
See the IT example
The printer prints again.
Van stock shows what needs refilling.
Frequently asked questions
How does a call become a ticket?
Peak reads your sipgate call list, and one click takes a call over as a phone ticket. An automatic sipgate webhook is planned.
Can we plan on-site visits?
Yes. A visit sits in the technician's Peak Calendar, with route, van stock and a report on the ticket.
How is the SLA counted?
In calendar hours from arrival, per priority. Business hours and holidays in the SLA are planned.