Peak Helpdesk · Guides
The journey of a customer request.
One ticket, one path.
From the first message to the solved request: how a request arrives, is worked on and closed in Peak Helpdesk. The way into all support guides.
Where do you want to make progress?
Emails arrive as tickets through forwarding.
Arrive, work,
resolve.
Every request passes through the same three stretches.
It arrives, someone takes care of it, and at the end it is solved. In Peak Helpdesk every request becomes a ticket with a number, status, priority, assignee and reason. The customer is one person in Peak One, the same as in Peak Chat or Peak Booking. The guides on first-contact resolution, automation, help centers, AI, churn and deflection each go deeper into one stretch of this journey.
What you need to start.
- A workspace in Peak One
- Your support mailbox, forwarding to your workspace's address
- Optionally live chat on your website and a Gmail or Outlook account in Peak Chat
The learning path
The journey of a request in three steps.
Arriving
A request comes in by email, live chat, phone or in person.
- Emails arrive as tickets through forwarding.
- Visitors to your website write in live chat, without an account.
- You capture calls and conversations by hand, calls via sipgate directly as well.
Every request is a ticket in one place.
If you get stuck
Questions along the journey.
Which guide do I read first?
If there are many follow-up questions, the guide on first-contact resolution. If routine slows your team down, the one on automation. If the same questions keep coming back, the one on help centers.
Is there a customer portal or help center?
Not yet. A help center and a self-service portal are planned in Peak Helpdesk and not yet available.
Does Peak Helpdesk reply by itself?
No. Peak Helpdesk never writes to customers on its own. Your team always sends replies. AI answers are planned.
Your quality check
Before the first request arrives.
Tick what you have checked. Your selection stays in this view only.
0 of 3 points checked
What this article is based on.
Overview based on the Peak Helpdesk fact brief. Available today: intake via email forwarding, live chat, by hand and via sipgate, queues, replies through Peak Chat, follow-up tasks, visits, performance and satisfaction recorded by the team. Planned: help center, self-service portal, AI answers and automatic surveys.
- Editorial demo
Editorial guide with made-up sample data. Only features Peak Helpdesk has today are described; everything else is marked as planned or example. No studies, no customer metrics.
Send your first request through.
Start Peak Helpdesk, forward your mailbox and send yourself a test request. That way you see the whole journey.
Frequently asked questions
Who are these guides for?
For small teams that answer customer requests from a shared mailbox today and want order.
Do I need Peak Helpdesk for this?
No. The guides apply to any team. Where Peak Helpdesk helps, they say so, and likewise what is planned.
Do the guides contain numbers or studies?
No. They give practical steps, no invented figures. Examples are marked as sample data.