Peak Helpdesk · Planned / Proactive support
The fault is known.Planned: those affected hear it from you first.
Proactive support is planned and not available today. The plan is for Peak Helpdesk to suggest the customers affected by a known problem, so your team informs them first. Today you create follow-up tasks in Peak Task for this and write the message yourself; Peak Helpdesk writes to no one on its own.
One answer changes the follow-up
Pick a sample rating.
Local draft · no product activationPlanned · concept with sample data, nothing is sent.
02 / The next question
Who is affected, and who from your team gets in touch with them?
Suggested affected customers for a problem. Not built yet.
Planned · concept with sample data, not available today · not the product interface
Check the concept yourself
Change the rating. See the difference.
Pick a rating. At 0 to 6 the question about who is affected appears, at 7 to 10 it doesn't. It is a concept; 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
- —
- Follow-up
- Waiting for a rating
No example picked yet.
The rule behind the concept
Know who is affected first, then get in touch.
In the example a rating of 0 to 6 triggers the question about who is affected. From 7 you know enough to send your team.
- 01Rate
Do you know who is affected?
TodayFind tickets with the same reason, via ⌘K and in performance.
You rate how sure you are who the sample problem affects. The next question depends on it.
Input → rating from 0 to 10 - 02Clarify
At 0 to 6, clarify first.
0–6Follow-up7–10FinishThe sample rule asks who is affected and who gets in touch. The plan is for Peak Helpdesk to suggest those affected; today your team finds them itself.
Condition → 0–6: clarify who is affected - 03Get in touch
A person writes.
PlannedSuggested affected customers for a problem. Not built yet.
In the trial run, rating and question stand together. It is a concept; nothing is sent.
Sample artifact → concept note
What you can use today
Keep promises with follow-up tasks.
In Peak Helpdesk you find tickets with the same reason and create follow-up tasks in Peak Task from them. Replies go out through the mailbox connected in Peak Chat, written by your team.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Better you get in touch first than the customer.
Check the concept in the example. Already today: follow-up tasks from every ticket in Peak Helpdesk.
Check the concept
Today: follow-up tasks so nobody is forgotten.
Suggested affected customers for a problem. Not built yet.
Frequently asked questions
Is proactive support available today?
No. Pattern detection and root-cause grouping are planned. The demo is a concept with sample data.
What can I do today?
Watch the top reasons in Performance and create improvements as tasks in Peak Task.
Will Peak send notices to customers?
No. Whatever goes to customers is written and sent by your team.