Peak Helpdesk / For customer support teams
The team replies all day.Still, someone waits too long.
E-mails in a shared mailbox, chats on the website, callbacks on sticky notes: without one inbox nobody sees what is due. Peak Helpdesk collects everything as tickets, shows “Needs reply” first and measures each request against your promise in hours.
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
Which promise, owner or reply are you missing right now?
A reply within the promise, with the history on the ticket.
Explainer · sample data · Nordwind Travel Goods (fictitious) · not the product interface
Check the rule yourself
Change the assessment. See the next step.
Pick a value. At 0 to 6 the question about what's missing appears; at 7 to 10 you move straight on. No ticket is created and nothing is sent.
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 queue to reply
What's due first. Then the rest.
The sample rule: if your assessment is 0 to 6, you first clarify owner and promise. From 7 up the team simply works through the queue.
- 01Сигнал
“Needs reply” is on top.
Starting pointA request without an owner, the promise is running out.
The queues “Needs reply”, “Mine”, “Unassigned”, “Waiting” and “Solved” sort exceptions first. Due and overdue promises are marked.
Queue → due in 2 hours (sample) - 02Action
Assign or reply.
0–6Повторный контакт7–10FinishIf an owner is missing, you assign the ticket; the person sees it in the Peak One Inbox. Internal notes stay with the ticket and never go to the customer.
Condition → 0–6: assign first - 03Result
Solved, with history.
ResultA reply within the promise, with the history on the ticket.
The reply goes out through your connected mailbox. After solving you can record a satisfaction of 1 to 5. Here you see a local preview.
Sample artifact → ticket note
The next proof is the product
Connect your support mailbox.
In Peak Helpdesk you see the median first response, the median resolution, the share within the promise and the top reasons for 7, 30 or 90 days.
Start Peak HelpdeskPeak Helpdesk / Your next step
One inbox. No customer waits unnoticed.
Check both paths in the example. Then take the request that has been open longest for you.
Open the support example
The next ticket is clear.
A reply within the promise, with the history on the ticket.
Frequently asked questions
Which queues are there?
“Needs reply”, “Mine”, “Unassigned”, “Waiting”, “Solved” and “All”. Exceptions and due promises sit at the top.
Do promises run in business hours?
No, today they run in calendar time. Business-hours promises are planned.
Are there saved replies?
Not yet. Saved replies and ticket merge are planned.
Which metrics do I see?
Median first response, median resolution, share within the promise, satisfaction, top reasons and volume per day and channel for 7, 30 or 90 days.