Category: 01 - Tickets

Tickets represent every request received by support. Whenever a customer reaches out, whether by chat, email, phone, or form, it becomes a ticket in the system. If the customer has direct access to the platform, they can open a ticket themselves. How to access a ticket In the side navigation menu,

In this article, you will learn how to set up automatic ticket distribution Automatic ticket distribution involves assigning tasks equally among each agent on a team. This operation prevents agents from choosing the tickets they will resolve. You can edit the order of agents for ticket distribution,

The Kanban system offers more detailed control over your tasks, providing a clear and organized view of the entire process. It is widely used alongside Scrum, two agile software development methodologies. In Movidesk, you can choose the Kanban model to view your tickets, in addition to the tradition

In this article, we will explain how to merge and unmerge tickets, helping you organize and optimize customer service. In some situations, a customer may open multiple tickets about the same issue. To make management easier, you can merge duplicate tickets, consolidating the information into a singl

Scheduled ticket creation is another very interesting feature available in your Movidesk. This functionality adds greater dynamism to the system regarding ticket creation, making it perfect for situations with periodically repeated activities, preventing forgetting or even redoing the creation of a

If you use Movidesk internally in your organization, or even if you are a service provider performing activities based on the requests of your clients' employees, the ticket approval module can be an important tool for your organization. With it, you can establish specific criteria where tickets can

Serve your customers by making active voice calls through Movidesk. Monitor and record information at the end of all calls in your service Tickets. Calls can be made in new tickets or in existing tickets that contain the phone number of the contact registered in our system. To use this feature,

This article teaches you how to organize a ticket view in a listing format. Creating a custom view allows you to adjust your workspace according to your needs. In Movidesk, you can view tickets in two formats: kanban or listing. In this guide, we will focus on how to create a detailed listing of tic

Variables Related to Tickets Variables Related to Tickets Here you can find all the ticket variables that can be used in Movidesk. It is possible to use these variables in ticket macros, in the configurable messages of the chat group, and in the HSM templates of ©WhatsApp Business Movidesk. GENERA

It is possible to allow customers to remove CCed emails from a ticket through access profile settings. This way, you ensure more security and freedom for your customer, so that only those who need to receive the ticket's email updates will follow them. There are two ways to allow your customers to r