Peak Helpdesk / For SaaS companies
The bug has been reported.But the product team doesn't know.
In SaaS support, bug reports, how-to questions and billing questions mix in one inbox. In Peak Helpdesk every ticket gets a reason and a priority. Bugs become tasks in Peak Task, linked to the ticket, and the most frequent reasons appear in the report.
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 bug affects several customers right now, and who on the product team knows about it?
Assigned to the person who handles invoices.
Explainer · sample data · fictional Nordwind Cloud GmbH · not the product interface
Check the rule yourself
How separated are your tickets?
Pick a value. At 0 to 6 the question about the bug affecting several customers 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
- —
- 跟进
- Waiting for a rating
No example picked yet.
From report to task
Classify first. Then reply.
The sample rule: if your queue seems mixed up at 0 to 6, you sort the reasons first. From 7 up you can work through it directly.
- 01Intake
Chat and e-mail in one place.
BugReason “bug”, task in Peak Task for the product team.
The Live Chat widget on your website needs no visitor account. Forwarded e-mails land in the same queue.
Chat / e-mail → ticket - 02Reason
Record the reason.
0–6跟进7–10FinishReason and priority sit on the ticket. The report shows the most frequent reasons of the last 7, 30 or 90 days.
Ticket → reason and priority - 03Handover
Hand over the bug.
BillingAssigned to the person who handles invoices.
A follow-up task in Peak Task stays linked to the ticket. Internal notes are not visible to the customer.
Sample artifact → task for the product team
The next proof is the product
Put the chat widget on your website.
In Peak Helpdesk you embed the widget with a script, forward your support address and see every ticket in one queue with reasons, priorities and response targets.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Every report reaches the right team.
Check both paths in the example. Then look at the queue where bugs and questions are mixed right now.
See the SaaS example
Every report has a reason.
Assigned to the person who handles invoices.
Frequently asked questions
How do bugs reach the engineering team?
As a Peak Task follow-up linked to the ticket. A direct GitHub or Jira connection is planned.
Does an AI answer the tickets?
No. AI replies and suggestions are planned. Today your team answers itself, and Peak Helpdesk never writes to customers on its own.
How is the SLA counted?
In calendar hours from arrival, per priority. Business hours and holidays in the SLA are planned.