Peak Helpdesk / Template
A bug can only be fixed if it can be reproduced. The template asks for the steps, the expected and the actual result, without overwhelming the customer with jargon.
For which request?
Change the subject. The ticket card next to it reacts instantly.
Edit all texts and details ↗Test the ticket card directly ↗
Peak HelpdeskLocal demo with sample dataHi [name], thanks for letting us know. So we can reproduce it: what did you do, step by step? What did you expect? What happened instead? An image as an attachment helps a lot.
Stays in this browser. No reply is sent, no ticket is created, nothing is saved automatically.
Your draft
JSON file for your local draft. Not an import into Peak Helpdesk.
01 / Anatomy of the reply
The subject names the bug in the customer's words. The text says thanks, asks targeted questions and says honestly whether there is a solution yet.
Your note about [bug]
Hi [name], thanks for letting us know. So we can reproduce it: what did you do, step by step? What did you expect? What happened instead? An image as an attachment helps a lot.
Request → Details → ReplyThe subject says in one line what the ticket is about. The ticket number is added in front of it later.
Set the ticket to “Waiting” until the details arrive.
Test it in the ticket card directly above.
02 / Three states
Still unclear, reproduced or fixed: each state needs a different reply. Choose the state your ticket is in right now.
Another example replaces the current demo draft.
Steps, expectation, result.
„Your note about [bug]“
4 details · CompanyThe bug can be reproduced.
„We reproduced [bug]“
5 details · Company + Reply dueThe fix is live.
„[Bug] is fixed“
4 details · Reply due03 / Move on deliberately
Download your draft locally or copy it. In Peak Helpdesk you write the reply in the ticket. It goes out through the Gmail or Outlook account connected in Peak Chat, with your signature and the ticket number in the subject. If nothing could be sent, the ticket says so.
Your request, your details and your reply — as one connected draft.
Please fill in the draft texts before you take them along.
Stays in this browser. No reply is sent, no ticket is created, nothing is saved automatically.
As a follow-up on the ticket. It becomes a Peak Task task that stays linked to the ticket.
That is planned but not built. Today customers send images as attachments to their e-mail.
Not yet. Saved replies (macros) are planned. Today you copy the text and write the reply in the ticket.
No. Everything stays in your browser. No ticket and no e-mail is created. A file only exists if you download it yourself.
