Peak Helpdesk · Planned
Self-service is planned.Today your team replies.
A help center and a customer portal where customers solve simple questions themselves are not built in Peak Helpdesk yet. Today questions arrive by email, live chat or phone as tickets, and the performance view shows you which reasons pile up. This concept shows what self-service could look like later.
Put the goal into words. Add perspectives and timing right below.
Concept with sample data · none of this is available today.
Concept / Question / Answer / Way out
Question, answer, way out.
- Question
- In your customers' words, not your department's.
- Responder
- Short, honest, with a limit.
- Way out
- The way to the team always stays visible.
Your first self-service entry
Three answers, one concept.
Name a question customers could solve themselves, the answer and when your team takes over. The preview stores nothing.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three answers. One self-service concept.
Draft · not yet put together
- Question
- Still open
- Responder
- Still open
- Way out
- Still open
What works today, what is planned
First know what is asked. Then build answers.
Self-service only pays off for questions that really come often. That basis exists today; the help center itself is planned.
- 01Collect
Today: reasons on every ticket.
QuestionIn your customers' words, not your department's.
Every ticket carries a reason. The performance view shows the most frequent ones. That is the list later self-service entries could come from.
Tickets → most frequent reasons - 02Write
Today: answers in Peak Docs.
ResponderShort, honest, with a limit.
Today you can keep good answers in Peak Docs and use them in your team. None of it is public for customers.
Answer → internal document - 03Publish
Planned: the help center.
Way outThe way to the team always stays visible.
Planned is a help center where customers find the answers themselves. In the example only a concept note is created, no page.
Sample artifact → concept note
What you can do today
Find out first what is asked.
Start Peak Helpdesk with email forwarding or live chat and give every ticket a reason. After a few weeks you know which questions would suit self-service.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Self-service starts with the right questions.
Try the concept on your most frequent question. Collect the reasons today; the help center follows later.
View the concept
Self-service that keeps the way to a human open.
The way to the team always stays visible.
Frequently asked questions
Is there a help center?
Not yet. A help center and knowledge base are planned.
How do I find the questions for self-service?
The top reasons in the performance view show you which answers would be worth writing.
Where do I write answers until then?
For example in Peak Docs. A link to the helpdesk is planned.