Peak Helpdesk / For subscription businesses
The customer asks about the charge.The next e-mail is the cancellation.
In subscription businesses, the reply to a question about a charge or pausing often decides whether someone stays. In Peak Helpdesk every question gets a response target. Due and overdue tickets are on top, and the reason “cancellation” shows in the report how often it comes up.
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 subscription question is past your response target right now, and who takes it?
Record the reason, reply personally.
Explainer · sample data · fictional Nordwind Box · not the product interface
Check the rule yourself
How timely are your replies?
Pick a value. At 0 to 6 the question about the ticket past its response target appears, from 7 up you go straight to the queue. 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
- —
- Uppföljning
- Waiting for a rating
No example picked yet.
From question to reply
The due question first. Then the rest.
The sample rule: if your reply time seems often too late at 0 to 6, you set a response target first. From 7 up you work through “Needs reply”.
- 01Target
Set a response target.
ChargeResponse target due, on top in “Needs reply”.
Response and resolution targets in hours apply to every ticket. Due and overdue are visible on the ticket.
Setting → response target - 02Sort
Work by due time.
0–6Uppföljning7–10Finish“Needs reply” shows first what's about to be late. A rule-based sentence says what to do first.
Queue → next ticket - 03Reply
Personal and documented.
CancellationRecord the reason, reply personally.
The reply goes from your mailbox. Credits or invoices you handle in Peak Billing; Peak Helpdesk refunds nothing.
Sample artifact → subscription note
The next proof is the product
Set your first response target.
In Peak Helpdesk you see the share of tickets within the response target, the median first response and the most frequent reasons of the last 7, 30 or 90 days.
Start with Peak HelpdeskPeak Helpdesk / Your next step
The reply comes before the cancellation.
Check both paths in the example. Then look at which subscription question has been waiting longest.
See the subscription example
The reply came in time.
Record the reason, reply personally.
Frequently asked questions
Does Peak warn about cancellations?
Churn signals are planned. Today the reason on the ticket shows how often cancellation questions come up.
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.
How is the SLA counted?
In calendar hours from arrival, per priority. Business hours and holidays in the SLA are planned.