Help & Support

This article describes every way to reach the CommPeak support team: the Help and Support menu in the CommPeak Portal, Speaky, phone and chat channels, and remote assistance.

Video Tutorial

Help and Support menu

1. Log in to the CommPeak Portal at my.commpeak.com.
2. In the main menu, expand Help and Support.

The Help and Support menu contains the following tabs:

• Open a ticket: click to open the CommPeak Help and Support widget where you can ask a question, create a task, or report an incident or problem.
• My Tickets: view the support requests opened under your account. For details, see My Tickets.
• Help Center: open the Documentation and Developer Hub, where you can browse articles and find answers to your questions.
• Call us: open the Support page with phone and chat contact options.
• Network Monitor - Pinger: monitor your office network. For details, see the Network Monitor - Pinger page.
• Account Refund: request a refund of the funds debited to your account. For details, see the Requesting Refund page.
• Close Account: create an account closure request. For details, see the Closing CommPeak Account page.

Speaky, your AI assistant

Speaky is the fastest way to get answers about your account: balance, invoices, SIP accounts, reports, voice and SMS rates, Caller ID configuration, and DID setup. Speaky's answers are based on your account data and the Documentation and Developer Hub, and you can switch to a support agent from any response.

For more details, see the Using Speaky, Your AI Assistant page.

To start a conversation:

1. Click the Speaky button in the bottom right corner of any page in your CommPeak Portal account.

2. In the dialog box, select one of the suggested questions, or type your message and click the send button to start a new conversation.

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   NOTE

   For a complete guide to the assistant, see the Using Speaky, Your AI Assistant page.

3. If the answer doesn't solve your issue, click Talk to an agent, and then click the arrow button below to start a conversation with the support team.
4. Once your message reaches a CommPeak support representative, a corresponding ticket is opened and processed as soon as possible.

You can review the tickets you opened by:

• selecting the ticket right on the widget Messages page. To open it, click Show Previous Conversations with Agents in the header

• clicking the Tickets icon in the widget footer (it becomes available as soon as the first ticket is submitted)
• going to the My Tickets tab.

In the footer, you can use the following tabs:

• Home: to see the Realtime System Status page message and the link to this Documentation and Developer Hub,
• Tickets: to review the support tickets opened under your account
• Messages: to see the list of your most recent messages (if any).

To download your ticket conversations in TXT format, click the three dot button located in the top right corner of the ticket details window and select Download transcript.

Support page

Selecting Help and Support > Call us opens the Support page.

Keep the following login information ready. The support team will ask for:

• Customer ID to confirm your identity
• support PIN. For details, see the Using CommPeak Support PIN page.

Remote Control Assistance

CommPeak provides remote assistance via screen sharing.

Click the Remote access button, then download and run the CPRemoteSupport application. Allow a CommPeak support specialist to enter your PC using the application.

Global and local support options

You can reach the CommPeak support team 24/7 using the following:

• a global phone number for phone support or WhatsApp messaging

• specific local numbers for phone support

• Facebook and Telegram chats.