Peak Helpdesk / Order status
“Where is my order?”The question comes every day.
Status questions are short, but they must not get stuck. Peak Helpdesk turns each question into a ticket, shows which reply is due and keeps the answer in the history. You check and change the order itself in your shop; Peak Helpdesk changes no order and refunds nothing.
Put the goal into words. Add perspectives and timing right below.
Local example · no real order, nothing is sent.
Question / Check / Reply
What the ticket holds.
- Câu hỏi
- Delivery time of an order, arrived by email, reason “order”.
- Trạng thái
- Reply due, normal priority, assigned to customer service.
- Reply
- Tracking number from the shop, then status “solved”.
Your status question in the example
Three answers, one answered question.
Describe the question, where your team checks and what the reply should say. Everything stays in this open preview.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three answers. One status question.
Draft · not yet put together
- Câu hỏi
- Still open
- Check
- Still open
- Reply
- Still open
Three steps for a status question
From the enquiry to an answered question.
Peak Helpdesk files the question and keeps the answer. What happens to the order is decided by your team in your shop.
- 01Capture
The question gets a number.
Câu hỏiDelivery time of an order, arrived by email, reason “order”.
Forwarded emails and chats become tickets with a reason and priority. If the same customer asks twice, you see the history on their record.
Message → ticket with reason “order” - 02Check
The status comes from your shop.
Trạng tháiReply due, normal priority, assigned to customer service.
The owner checks the shop or the carrier. Peak Helpdesk reads no orders and promises no delivery status.
Ticket → check in the shop - 03Reply
Short, clear, traceable.
ReplyTracking number from the shop, then status “solved”.
The reply goes out through the mailbox connected in Peak Chat. If you are waiting on the carrier yourselves, you set the ticket to “waiting”. In the example only a note is created.
Sample artifact → status note
From the example to a real reply
Forward your service mailbox.
In Peak Helpdesk forwarded emails and chats appear as tickets. The “needs reply” queue shows which status question is next; response promises in hours show what is overdue.
Start with Peak HelpdeskPeak Helpdesk / Your next step
The most common question gets the quickest order.
Walk through a status question in the example. Then forward your service mailbox to Peak Helpdesk.
Walk through an order question
Every status question gets an answer.
Tracking number from the shop, then status “solved”.
Frequently asked questions
Does Peak Helpdesk change the order?
No. Helpdesk answers the question. Your team changes the order in the shop.
How do I see which question comes first?
The “Needs reply” queue shows overdue tickets first, with a sentence on what to do next.
Are there saved replies?
Saved replies are planned, not built today. Replies go out through the mailbox connected in Peak Chat.