Peak Helpdesk

How do customer emails get into Peak Helpdesk?

Through forwarding: under Channels you generate a key, and a forwarder (Pipedream, Postmark or your own script) sends every email to the intake address. Every email becomes a request; if the customer replies to your answer, it lands in the same request, because [#number] is in the subject.

1. 01Open Peak Helpdesk → Channels.
2. 02“Connect mailbox” shows the key exactly once. Copy it.
3. 03Set up forwarding from your support mailbox to the address shown, with the key.
4. 04For answers to go out, connect Gmail or Outlook under Settings → Integrations.

How do I add the live chat to my website?

Under Channels you set up the live chat with a heading and greeting. Peak then shows one line of code; paste it before </body> on your website (Shopify: Theme → theme.liquid). Visitors don't need an account, every conversation becomes a request in the inbox, and your answers appear in the chat right away.

How do I plan an on-site visit for a request?

In the request under “On site”: choose person, day, time, duration and address. The visit then appears in the Peak calendar of the person who goes, and they get a notice in their inbox. After the visit, someone from the team writes the report; it lands as a note in the request. Under Visits you see where a report is missing and who is out on the road how much.

1. 01Open the request.
2. 02“Plan visit” under “On site” opens the form.
3. 03After the visit: write the report or cancel.
4. 04Peak Helpdesk → Visits shows all visits, missing reports first.

How do I make phone calls from Peak Helpdesk?

Connect sipgate once in Peak CRM under Settings → Phone. After that, “Call with sipgate” in the request first rings your phone and then connects the customer; without sipgate, “Call” opens your phone. You record what was discussed as a call note, which counts as an answer. The inbox shows the calls of the last three days; a missed call becomes a phone request with “Take over as request”, each call only once.

How does Peak Helpdesk calculate the response target?

From when the request arrives, around the clock. Until the first answer, the response target counts (8 hours by default), after that the resolution target (48 hours by default). Overdue requests are at the very top of the inbox, then those due soon, then by priority and waiting time. You change both values under Channels → Rules.

My reply was saved but not sent. Why?

Email replies go out through a Gmail or Outlook mailbox connected under Settings → Integrations. If none is connected, or the request has no customer email address, Peak saves the reply and marks it “✕ not sent” with the reason. Nothing is lost: connect the mailbox and send the reply again.

1. 01Connect Gmail or Outlook under Settings → Integrations.
2. 02If several mailboxes are connected, choose under Channels → Rules which one replies go out through.
3. 03If the customer has no email address, reply by phone and keep the conversation as a note.