Peak Helpdesk · Security
Security and audit trail.
Who, what, when.
How Peak Helpdesk records every change to a ticket, who may see tickets and what happens to messages. Traceable instead of silently overwritten.
Where do you want to make progress?
Every change is in the history with person and time.
Every change.
Traceable.
In support you must be able to say later what happened.
Who took the ticket, when was the status changed, what did the customer write, what did the team reply? Peak Helpdesk records every change to a ticket in its history. Customer messages and team replies are not changed afterwards. Internal notes are kept apart from replies. Only members of your workspace see tickets.
What applies.
- A workspace in Peak One with roles for your team
- Members who work on tickets; guests see no tickets
- A Gmail or Outlook account connected in Peak Chat for email replies
The learning path
What is recorded, in three steps.
Changes to the ticket
Status, priority, assignee and reason change over a ticket's life.
- Every change is in the history with person and time.
- The history is added to, never overwritten.
- With ⌘K you find every ticket and its history again.
You always know how a ticket got to where it is.
If you get stuck
Common questions on security and history.
Can someone change a reply afterwards?
No. Replies and customer messages stay as they were sent. Anyone who wants to correct something writes a new message or an internal note.
Do customers see internal notes?
No. Internal notes are for your team only. Only replies your team explicitly sends go to customers.
Are there approvals for sensitive steps?
Not yet. Approvals, for example for refunds, are planned in Peak Helpdesk and not yet available. Peak Helpdesk never refunds anything itself.
Your quality check
Before your team gets started.
Tick what you have checked. Your selection stays in this view only.
0 of 3 points checked
What this article is based on.
Description based on the Peak Helpdesk fact brief. Available today: history of every change, unchangeable messages, internal notes, visibility for members only, notice when an email was not sent. Planned and not yet available: approvals for sensitive steps. No certifications are claimed.
- Editorial demo
Editorial guide with made-up sample data. Only features Peak Helpdesk has today are described; everything else is marked as planned or example. No studies, no customer metrics.
See the history for yourself.
Start Peak Helpdesk, create a test ticket and change its status and assignee. The history shows every step.
Frequently asked questions
What is recorded?
Status changes, assignments, replies and internal notes appear with a timestamp in the request's history.
Can someone edit a message later?
No. Messages stay as written. A correction is a new message.
Who sees the requests?
Only members of the workspace. Access is checked in the database, not only in the interface.