Peak Helpdesk / For marketplaces
The buyer complains.The seller has written too.
Marketplaces have two sides, and both have questions. In Peak Helpdesk every person is one record in Peak One, with the company for sellers. Reason and owner on the ticket show what it's about. Internal notes record what was agreed with the other side.
One answer changes the follow-up
Pick a sample rating.
Local draft · no product activationTry the sample rule. Nothing is sent.
02 / The next question
Does the same issue affect both sides, and who sorts it out with whom?
Internal note refers to the other ticket.
Explainer · sample data · fictional marketplace Werkhalle · not the product interface
Check the rule yourself
How quickly do you spot the side?
Pick a value. At 0 to 6 the question about cases affecting both sides appears, from 7 up you go straight to resolution. Nothing is saved.
Local rule demo · Please use neutral sample details only.
Pick a rating to see the next step.
The answer sets the direction.
- Rating
- —
- Повторный контакт
- Waiting for a rating
No example picked yet.
From two messages to one resolution
Assign first. Then resolve.
The sample rule: if at 0 to 6 you only see the side after reading, you set reasons for buyer and seller topics first. From 7 up you resolve directly.
- 01Intake
Take in both sides.
BuyerTicket with reason “delivery”, response target running.
Separate support addresses for buyers and sellers can both forward to Peak Helpdesk. The Live Chat lands there too.
Two addresses → one queue - 02Assign
Set reason and owner.
0–6Повторный контакт7–10FinishThe reason shows the topic, the owner shows the team. The report shows which reasons are most frequent.
Ticket → reason - 03Resolve
Solve both tickets.
AlignmentInternal note refers to the other ticket.
Each side gets its reply from your mailbox. Peak Helpdesk decides no dispute; your team does.
Sample artifact → resolution note
The next proof is the product
Forward the buyer and seller addresses.
In Peak Helpdesk both sides land in one queue, each person with their history. Search via ⌘K finds any ticket by number, name or text.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Two sides. One clear picture.
Check both paths in the example. Then look at the case both sides have just written about.
See the marketplace example
Both sides get an answer.
Internal note refers to the other ticket.
Frequently asked questions
Does Peak decide disputes?
No. Peak Helpdesk decides nothing for your team. You record the facts and decision on the ticket and in internal notes.
Can we merge duplicate tickets?
Merging is planned. Today you find related tickets with ⌘K search.
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.