Peak Helpdesk / For e-commerce teams
The shop is selling.The mailbox fills up with questions.
Delivery status, exchanges, damaged goods: the same customer writes by e-mail and asks again in the chat. Peak Helpdesk keeps both as tickets of the same person, with reason and promise. You see what is due and which reason comes up most often this week.
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 reply, return or update are you missing right now?
One reply, one reason, one solved ticket.
Explainer · sample data · Nordwind Travel Goods (fictitious) · not the product interface
Check the rule yourself
Change the assessment. See the next step.
Pick a value. At 0 to 6 the question about what's missing appears; at 7 to 10 you move straight on. No ticket is created.
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 mailbox to reply
Match first. Then reply.
The sample rule: if your assessment is 0 to 6, you first match messages and reason. From 7 up the team replies directly.
- 01信号
The question arrives.
Starting pointTwo messages about the same order, no reply.
By forwarded e-mail or Live Chat in the shop. The customer is one person in Peak One, her tickets sit together.
E-mail + chat → one person - 02Action
Reason and owner.
0–6跟进7–10FinishYou set the reason, for example “Delivery”, and assign. If the warehouse needs to be asked, it becomes a task in Peak Task.
Condition → 0–6: match first - 03Result
Answered and counted.
ResultOne reply, one reason, one solved ticket.
The reply goes out from your mailbox. Under “Performance” you see the top reasons by channel. Here you see a local preview.
Sample artifact → ticket note
The next proof is the product
Embed the Live Chat in your shop.
One script is enough; visitors need no account. You forward e-mails to your workspace's address. Both land in the same inbox.
Start Peak HelpdeskPeak Helpdesk / Your next step
One order. One reply.
Check both paths in the example. Then take the customer question that was asked twice for you right now.
Open the shop example
Every question. One status.
One reply, one reason, one solved ticket.
Frequently asked questions
Can I embed the Live Chat in my shop?
Yes, via script. Visitors need no account. Chat and e-mails land in the same inbox.
Does Peak Helpdesk refund orders?
No. Peak Helpdesk refunds nothing and doesn't message customers on its own. Refund approvals are planned.
Is there WhatsApp or Instagram?
Not in the helpdesk yet. These channels are planned.