14 - Hour Contract
The Hour Contract module allows for complete management of the values of hours worked on tickets, as well as enabling the control of the hours contracted by the client, so they can see how those hours are being consumed.
Watch the video or check out our complete article on the topic: Hour Contract
17 - Calendar
The calendar module allows you to add convenience to your service management by controlling your appointments directly in Movidesk. You can now link events to your tickets and assets.
Check out the full article on this feature in this other article or watch the video below.
15 - Knowledge Base
The knowledge base is an important resource for creating a repository of information that can be accessed by agents, customers, or the general public. In this video, you'll learn step by step how to publish your first article.
We have some articles that can help you set up your knowledge base and a
16 - Satisfaction Survey
Learn how to configure the satisfaction survey module and get feedback from your customers about your team's performance.
Watch the video below or read this more detailed article on the topic: Satisfaction Survey.
18 - Expenses
The expenses module allows for greater control over the extra costs involved in your service.
With this feature, you can create units of measure and set standard values for each one, so that when a certain quantity of one of these units is entered, the system automatically calculates the amount to b
Forwarding e-mails
In this article, we will break down the configurations into steps so that you can successfully set it up and make it work correctly.
1° You must create an email account of the type "Movidesk Account" (@cliente.movidesk) with the same name as the previous account, only changing the email (@cliente.mo
03 - Ticket distribution
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,
01 - The notion of a ticket
The Notion of Ticket.
In this article, you will learn the general aspects of a ticket.
What Are Tickets?
Tickets represent each of the requests received in the support service. With an automated ticketing system, each customer contact with support through any of the available channels—chat, email,
04 - Reopen tickets
In this article, you will learn how to reopen tickets
To reopen a ticket, you need to have permission in the access profile. To do this, you must go to settings > people > access profiles. In the tickets tab, enable the parameter allow reopen tickets.
It is possible to set a time limit for re
01 - Start here!
Welcome to the First Steps with Movidesk!
Here, you will find a series of organized articles and quick videos to help you get started on your journey with us.
In this first article, you'll learn a bit more about the initial process we call Implementation:
What is Implementation?
How does Implement
Hi, nice to see you here 🙂
Welcome to the Movidesk Knowledge Base! 🚀
This knowledge base has been created to assist you in finding information, resolving doubts about the product, helping you configure features when necessary, and providing relevant knowledge about the system.
The base is divided into searchable topics, avai
Suggestions Wall
This is the Movidesk Suggestion Wall!
Here, you can suggest new features and improvements to the system.
It’s helpful to maintain a standard format for creating your suggestion,
Automations
Triggers
What do I need to know to create a trigger?
How to automatically change the ticket owner via a trigger?
How does the editing and/or deletion of triggers work?
How to direct an open ticket to a team via trigger?
What is the difference between "responsible team" and "team owner" in a trigger
Hi, nice to see you in the FAQ! 🙂
Welcome to the Movidesk Frequently Asked Questions! 🚀
Here, you will find answers to the most common requests in our support.
Click on the categories in the sidebar menu to navigate through our content!
Follow our updates and check out our knowledge base!
Remember: this section is constantly being
Hi, nice to see you in the Updates! 🙂
Welcome to Movidesk Updates! 🚀
Here, you can follow our deliveries with each version, both of the product and the app.
Click on the categories in the side menu to check everything that has been done.
If you want to know how to use the features, visit our knowledge base and our frequently asked qu
02 - Ticket-related variables
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
05 - Merge and Unmerge Tickets
Important Notice about Ticket Merging
When you merge a ticket with another and then undo that merge, it's normal for the merged ticket's history to show it was “deleted,” even though it was only merged and unmerged. In the ticket that received the merge, the information that the merge occurred appea
06 - Tickets Approval
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
07 - Scheduled ticket opening
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
04 - The Service Catalog
This video describes the procedures related to the registration of your service catalog, one of the most important classifications in your Movidesk.
We have complete documentation on the service catalog, which you can view in this other article.
03 - Registering People
Continuing with the procedure to set up your Movidesk, in this video we will cover the registration of people, who are your customers and also your team of agents.
You can also see our complete article on people registration by clicking here.
02 - Initial Parameterization
In this article, you will learn a bit more about the basic initial concepts of the system and the initial parameterization of the too.
06 - Statuses and Justifications
Understand the importance and how to configure the statuses and justifications in your Movidesk.
Watch the video below or check out the article for each topic.
Statuses
Justifications
07 - Tags
Learn a bit more about Movidesk Tags.
We also have more detailed content about Tags in this other article.
10 - Email Accounts
Set up your email accounts so that Movidesk can start monitoring them and create tickets for incoming messages.
Watch the video below or check out this complete article on the topic.
Acompanhe o vídeo abaixo ou confira este artigo completo sobre o assunto.
11 - Triggers and Macros
Learn how to create automations so that the system executes tasks automatically when the established conditions are met using triggers, and how to configure macros, utilizing this important feature to automate and speed up your daily activities.
You can watch the video below or check out the article
05 - Categories and Urgencies
In another video of the series for the implementation of Movidesk, we will talk about categories and urgencies.
We have articles for both classifications, if you would like to follow along:
Categories
Urgencies
09 - The SLA
Configure the SLA module to set deadlines and monitor their fulfillment.
You can watch the video below and check out a series of articles we created on this topic to help you delve deeper into the subject.
These articles can be found in the knowledge base, under Features > Metrics.
The first article
08 - Access Profiles
In this video, learn how to structure your Movidesk so that each department can view only the tickets for its area.
Check out this other article with more detailed content on access profiles.
12 - Chat Support
Set up the chat support module and provide this important channel so your customers can resolve their issues quickly and efficiently.
Watch the video below and check out a series of articles we created on this topic. These articles can be found in the knowledge base under Features > Channels.
The fi
13 - Time Tracking
The time tracking module is an important tool for measuring your team's productivity and managing the efforts spent on each client.
Watch the video below or check out our more detailed article on the topic: Time Tracking.
10 - Visualization: Listing
In this article, you will learn how to organize a ticket visualization in a listing format. Creating a customized visualization allows you to adjust your workspace according to your needs. In Movidesk, you can organize this visualization in two ways: kanban or listing. In this guide, we will foc
09 - Delete tickets
In this article, you will learn how to delete tickets
There are two ways to delete a ticket: one through the ticket view panel and another through the ticket itself.
To delete a ticket, you need permission on the access profile. To do this, you should go to settings > people > access profile
02 - Time tracking
Being able to control the time worked by the agent on each ticket is essential for many companies, especially those that provide services and charge clients based on hours worked.
By default, this module is disabled, but if you want to use it, simply activate a few parameters so that you can trac
08 - How to allow customers to remove copy emails (Ccs) from the ticket
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
11 - Visualization: Kanban
Using a Kanban system allows for even more detailed control over your service operations, providing a clearer and broader view of the entire process, adding organization to your service flow. Kanban is also commonly used in conjunction with Scrum, as they are two methodologies used in agile sof
01 - Hours Contract
The Hour Contract Module allows for complete management of the values of hours worked on the ticket, as well as additional expenses (toll, food, fuel). It also enables control of the hours contracted by the client and how those hours are being consumed. It can be used for one or more clien
Active voice call in Tickets
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,
01 - Service Catalog
In this article, you will learn how to configure and consult services.
The service catalog is a resource that allows you to clearly organize the activities performed by your company.
This video shows the step-by-step process and parameters for configuring services in your Movidesk base.
Artificial Intelligence (AI) in Tickets
By using Artificial Intelligence in Tickets, it is possible to gain insights, reduce response time, and increase the agility of information exchange between agents and customers in Support Management.
You can use the feature in 3 different ways:
AI-generated Analysis
Questions for AI
Enhance t
Solicitações de Treinamentos ou Reimplantação do Movidesk
Em resposta às necessidades de nossos clientes, apresentamos um novo serviço para apoiar o uso do Movidesk em seu dia a dia: o serviço de Treinamentos pagos ou Reimplantações do sistema Movidesk! 🚀
Por que contratar esses serviços? 🤔
Garantir o aprimoramento contínuo de sua equipe, mantendo-os
05 - Urgencies
The purpose of urgency is to identify the ticket according to its level of criticality. When you created your Movidesk account, the urgencies Urgent, High, Medium, and Low were created. However, you can create new ones or delete the initially created urgencies.
Urgency is a definition that is no
02 - Categories
In this article, you will learn how categories work in tickets
The category identifies the type of request that was made in the ticket. By default, four categories are already registered in the system: question, problem, service request, and suggestion. It is possible to delete them or create new on
03 - Status
In this article, you will learn about the use of statuses in tickets
The status indicates the situation of the ticket and is a mandatory field.
There are six base statuses that relate to the ticket’s behavior. Based on these, it is possible to create different statuses to facilitate organization, bu
04 - Justifications
The justification is a classification used always in conjunction with the ticket status to determine the reason why the ticket is in that status. As the name itself indicates, it justifies the selection of that status. Normally, the justification is associated with the Stopped status, as it requires
06 - Tags
Tags serve as markers, a way to classify tickets.
It can be used to identify a situation, such as an email sent or a version type where a problem occurred.
In this article, you will see:
Parameters for using tags
How to create tags
Usage example: email notification via trigger
Parameters for using
09 - Expenses
The expense module allows for greater control over additional costs involved in your service. With this feature, it is possible to create units of measure and set standard values for each, so that when a certain quantity of one of these units is entered, the system automatically calculates the amoun
10 - Activities
The activity registration covers the types of hours available for each activity, allowing for the entry of a standard value for each type of hour.
To access the activity registration, click on "Settings >> Records >> Activities".
Just below the "Name" field, the "Allow all teams" option allows you
08 - Schedule
The agenda allows you to schedule events in Movidesk. These events can be linked to a ticket, enabling you to keep a history of all interactions on your ticket.
Using the Movidesk agenda, you can organize meetings, scheduled maintenance, among other events, with the ability to select people or teams
11 - Type of hour
The registration of Hour Type allows various types of hours for different times of the day. The idea is to be able to define a grid of hours for each hour type.
To access the hour type registration, click on the menu Settings > Time Tracking - Hour Type.
The hour type registration defaults to Nor
07 - Workflow
Workflow is a feature that enables the automation of processes either fully or partially, where activities are transferred from one participant to another, so that actions can be taken according to a set of rules and procedures, enhancing them through two intrinsic components: technology an
Widget NLU
The NLU Widget facilitates contact with your customers and opens tickets practically using the Zenvia NLU chatbot.
The functionality is located on the Zenvia Service (Movidesk) home screen. To use it, simply click on the NLU Widget icon.
⚠️ Attention : To use the features of this functi
Registering Teams
Here you will learn how to register your teams in Movidesk. You can register as many teams as you want, and in this way manage and define criteria according to the needs of your operation.
To register a new team, you need to have an administrator profile. Go to Settings > People > Teams and click
Collective maintenance - people registration
Practicality in editing records in Movidesk. This is the purpose of the "Collective Maintenance" feature in the people registration. With this feature, it is possible to make simultaneous changes to multiple records with just a few clicks, or even edit a single record directly from the ticket
Importing people
Movidesk allows you to automate the registration of people, who are your clients or agents. By using the import feature, we can associate companies with the people linked to each company.
It is important to understand the Movidesk workflow related to this registration before importing people. Cl
Merge People
Merge People is an important feature to be used in Movidesk that facilitates the organization of people's records. As the email import and chat support features create a new person for each email provided by the user, it's common for people to have duplicate records for different emails if they use
Access profiles
In this article, you will learn how to create and configure your access profiles.
The configuration of access profiles is what allows the administrator to grant or restrict user permissions within the system according to your company's needs.
To configure access profiles, you should select setting
01. Triggers, learn everything here!
Triggers are an important tool for you to customize your Movidesk and automate a series of functions. Through triggers, you can execute actions when one or more conditions are met within a ticket. These can be triggered by a user's action or even by temporal issues, such as reaching a ticket time l
Webhook
In this article, you will learn how to use webhooks in your Movidesk.
Webhooks are automations that allow you to send data from Movidesk to another system instantly, provided specific requirements are met. When the criteria are fulfilled, the information is sent and the receiver must be prepared to
Placeholders
Placeholders are variables that can be used to customize the content of some Movidesk functionalities. You can use these variables in triggers, macros, email sending, chat, and time contracts.
The use of placeholders is essential when it comes to automatic customization of standard messages. You can
Macros
In this article, you will learn about macros and how to use them.
A macro is an important tool for automating tasks when opening or handling a ticket. Whenever you have an action that repeats with some frequency, consider creating a macro.
Macros are templates that can be used by the agent in respo
Additional fields for people
In this article, you will learn how to configure and view information about additional fields for people.
Just like additional fields for tickets, additional fields for people are extra fields that help the system better meet your needs. They allow you to create new informational or registration
People Registration
In this article, you will learn how to register people.
The registration of people is one of the most important modules of Movidesk. People can be both the agents, who provide the service, and their clients. They can be individuals, companies, or departments. It is only a definition in the person'
Additional fields for tickets
In this article, you will learn how to configure and view information about additional ticket fields.
Additional fields are extra fields that help the system better address your needs. They allow you to create new informational or registration fields to collect more relevant and/or detailed da
Setting up the satisfaction survey module
An important tool for your service center is the ability to measure the level of satisfaction of your customers with the service you are providing.
Often, a customer's dissatisfaction is not perceived by your organization and ends up manifesting in the worst possible way, which is the loss of the cu
Configuring the Flags
Flags are very important to have greater and faster control of tickets.
With the help of the Flags, you can configure them to receive sound notifications and/or browser notifications in the form of a balloon. You can receive real-time notifications of any changes in Movidesk, such as: any modifica
System parameters
Most of the Movidesk parameters are linked to the access profile, which is the group of permissions that can be granted to agents and clients.
However, there are some parameters that are relevant to your environment as a whole and cannot vary from agent to agent or from client to client. The parame
Multi-Factor Authentication (MFA)
Multi-Factor Authentication (MFA) is a security method that requires multiple factors to verify a user's identity before granting access to systems or accounts.
In Zenvia Service, MFA adds an extra layer of protection and security as it prevents unauthorized access.
This article provides instructi
Submit ticket action as an article
In this article, you will learn how to use the ticket action as an article.
As an agent, you can suggest creating an article from a ticket. This feature can be very useful in the case of an agent's response to a customer about a specific feature or information that does not yet have an articl
White List: IP Blocking
In this article, you will learn how to restrict agents' access by IP
What is a White List?
It is a Movidesk feature that allows you to restrict agent access only to the IPs listed, enabling you to block access outside your company.
How to restrict access?
To access this blocking feature, you need to
Knowledge Base App: Settings
In this article, you will learn how to configure the application in the knowledge base.
Movidesk provides the Knowledge Base application to enhance customer service. Through the application, it is possible to perform a quick search on a specific topic, which will return the articles from your base.
Article evaluation
In this article, you will learn how to configure and track article evaluations in the knowledge base.
Article Evaluation
To enable article evaluation, you must go to Settings > Knowledge Base > Article Settings. In the article evaluation tab, enable the use the article evaluation module parameter.
Multilingual knowledge base
This article will help in setting up the multilingual knowledge base in your Movidesk.
The multilingual knowledge base, when enabled, can be made available in three languages: Portuguese, English, and Spanish. This means that your customer will have the freedom to choose the most accessible langua
How to add WhatsApp Widget to your knowledge base
In this article, you will learn how to create a WhatsApp button and display it in your KB, where clicking it will redirect the customer to your WhatsApp.
Step-by-Step Video Guide
Follow the step-by-step guide below:
(link commented in the video https://www.convertte.com.br/gerador-link-whatsapp/ ):
Form
In this article, you will learn how to use forms in your knowledge base.
What is the purpose of the form?
The Movidesk form is a structured document designed to record suggestions, feedbacks, questions, or other actions, which can be customizable according to the context and needs of your company.
T
Knowledge Base Layout Model - Movidesk
To help build a knowledge base in your company, we provide the codes used in Movidesk's knowledge base.
Attached is the file ("Base.zip") that contains the codes to set up the knowledge base.
In this article, you will see:
What you need to do before transferring the codes to Movidesk
How to insert
Installation of Google Analytics in the Knowledge Base
Google Analytics is a free service from Google that provides tracking data for your Knowledge Base, such as page views, audience location, average time on page, most accessed time, device used, among other information.
If you don’t have a Google Analytics account created yet, follow Google’s article
Article publication
In this article, you will learn how to publish articles.
To publish articles in the knowledge base, you need to have your base already set up. Click here to learn how to do this.
Once your base is set up, to publish your first article, go to the menu and click on Settings. In the Knowledge B
SEO and article indexing
Article indexing helps to facilitate Google search and improve search results.
To do this, you need to enable SEO in Movidesk and register with Google Search Console to perform page indexing.
In this article, you will see:
How to enable SEO for articles in Movidesk
How to integrate with Google Sear
Internal message
Messages enable communication between system agents, facilitating communication among them and consequently speeding up internal ticket handling. It is possible to send messages both from the messages menu and directly from the ticket, keeping the conversation history associated and giving the r
Bulletin board
The bulletin board is a fixed panel on the home page that allows you to create a note containing announcements and general news.
Get to know the bulletin board
This tool allows for more direct communication with your audience, whether they are agents or clients, enabling dynam