01 - SLA (Service Level Agreement)
The SLA module in Movidesk helps manage response and resolution times for tickets.
SLA, which stands for "Service Level Agreement," is an agreement between the customer and the company about the timeframes for resolving tickets related to the services provided. These timeframes may be formalized in
03 - Register an SLA contract
A SLA (Service Level Agreement) contract is a digital document that defines the response and resolution times for support services based on pre-established rules. The SLA contract is used to ensure that services are provided within an agreed-upon timeframe, helping to manage customer expectations an
03 - Which tickets do I have by service?
-Ticket Summary by Service
With the ticket report by service, we can get a quantitative view of all tickets for the period, grouped by service, status, and SLA deadlines.
Report Overview
Allow Report Access
Filters and Periods
Export Data
Generate Report
Report Overview
To view your report, go t
04 - Registering a rule within the SLA Contract
The SLA module in Movidesk manages deadlines for ticket response and resolution.
Main Definitions:
Rules
Service Hours
Holidays
SLA Pauses
Rules
Rules define criteria and settings to determine ticket due dates, considering different scenarios. A contract can contain multiple rules.
To create a rule,
05 - Solution SLA applied to the tickets
After registering and configuring the contracts and SLA rules, the system will be ready to define the due date on the tickets.
Within the ticket, the Solution SLA is presented in the “Solution Forecast” field. This field will be automatically filled in whenever the ticket meets the conditions of any
06 - Creating Notifications for the SLA
Movidesk enables the creation of various automations, including SLA alerts that can be sent via email and/or internal message.
To create a notification trigger, click on Settings > Automations > Triggers.
Select the criterion “Ticket: Due Date” and one of the available operators, such as the percent
09 - First Response SLA
With Movidesk's SLA module, it's possible to create rules stating that when a ticket is opened with certain criteria, it will have a time limit for the agent to respond to the customer.
The first response SLA is calculated from the date and time of ticket creation until the moment the agent adds the
Operation interrupted (Partially or Completely)
Aiming to improve the service hours for our users, in scenarios of operation interrupted either fully or partially, citing the current example: World Cup games, we are creating this material to support you in the following routines:
Pre-communication to clients and suppliers about the availability
Processing Center
The processing center enables asynchronous data extraction and makes the file available for download for 30 days.
Export Data
Processing Center
Export Data
When requesting the export of report data to the file, it will be generated and made available through the Processing Center. Through an asyn