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
05 - Merge and Unmerge Tickets
In this article, we explain how to merge and unmerge tickets to optimize organization and customer support.
Why Merge Tickets?In some situations, a customer may open multiple tickets for the same issue. To simplify management, it is possible to merge duplicate tickets, consolidating the information
01 - SLA (Service Level Agreement)
The Movidesk SLA module helps manage response and resolution times for tickets.
What is SLA?
SLA (Service Level Agreement) is a commitment between the company and the client, defining timeframes for resolving tickets related to the provided services. These timeframes can be formalized in a contract
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,
04 - How to Set Up Chat Groups
Chat groups are teams of agents organized to manage and respond to customer conversations in a chat support environment. Their role is to direct interactions to different departments or teams, ensuring that each request is forwarded to the correct group according to the type of support, specializati
10 - Visualization: Listing
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
Article rating
In this article, you will learn how to configure and track article ratings in the knowledge base.
Article rating
To enable article rating, you must go to Settings > Knowledge Base > Article rating. In the article rating tab, enable the use the article rating module parameter.
Below this parameter,
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
Asset importation
Through this functionality, you will be able to import your assets into Movidesk from an Excel spreadsheet. The system can both create new assets and update already registered assets.
It is necessary that before you perform the asset import, you clearly understand Movidesk's flow regarding this regi
02 - Registration of chat applications
In this article, you will learn about the concept and how to register chat applications.
Chat applications are plugins that can be installed on websites of your choice so that customers can contact your support team.
How to register?
Go to Settings > Chat > Applications. On this screen, you will se
07 - Chat hours log
In this article, you will learn how to use the chat hours logging assistant (play/pause button)
The chat hours logging assistant is a play/pause button that allows you to pause the time tracking during support when there are multiple chats being handled in parallel.
How to configure the play/pause
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.
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.
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
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
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,
06 - Chat operation parameters
In this article you will learn the chat operation parameters.
Parameters
The parameters presented in this article define the chat operation.
Use the chat support module
This parameter indicates whether chat support will be activated in your Movidesk account. If it is unchecked, no options relate
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
Movidesk API: What is it and how does it work?
The API (Application Programming Interface) is a set of rules and protocols that allow communication between different systems.
In the context of Movidesk, the API makes it possible for your system to connect to Movidesk to automate tasks and obtain data, using methods such as GET, POST and PATCH.
A
02. Satisfaction Survey for WhatsApp
Send Satisfaction Survey links for WhatsApp support through Movidesk, in order to gather feedback on your products and services. This allows you to analyze customer engagement and obtain valuable insights into your service.
For example, after resolving a customer’s issue via WhatsApp, your company c
Movidesk API - Knowledge Base Articles Query
The Movidesk API offers features that allow you to consult information from the Knowledge Base directly via HTTP requests. With this API, it is possible to integrate the search for articles into your system, automating queries and retrieving specific content.
API Administration
To use the API, a Au
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
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
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 functionali
03 - Use of the chat application
The chat is a tool for real-time customer service. Below, we explain how you, as a Movidesk user, can configure and use the application in your system or website and start conversations with your customers.
Preparation for online service
After completing all the necessary configurations and inserti
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
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
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
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
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
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
Additional fields for people
In this article, you will learn how to configure and query additional fields for people.
The additional fields for people work similarly to ticket fields. They provide extra information to enhance service, allowing the creation of new informational or registration fields. These fields help collect m
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
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
01 - Active call
The active call is a telephony feature that allows you to make calls from Movidesk and log them as actions in existing tickets.
By default, the active call parameter is disabled. Therefore, to make calls, you need to enable it and link the extension to the agent who will make the calls.
In this arti
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
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
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
07 - Tags
Learn a bit more about Movidesk Tags.
We also have more detailed content about Tags in this other article.
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.
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
02 - How much time is being spent to complete each ticket?
Time worked on tickets
Movidesk provides some management reports to control the time worked by agents.
Important: To ensure that the worked time is accurately recorded, it is essential that time tracking is enabled in Movidesk. To learn how to enable it, access the link: Time Tracking.
Report Overv
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
11 - Visualization: Kanban
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
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
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
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
Movidesk API - Hour contract registration
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage. If you have a specific scenario that requires increased usage, please contact our support team for a feasibility analysis. Learn more about API schedules and limits
https://api.movidesk.com/public/v1
Hour Contract
Movidesk API - Hour Contract - Hour Consumption
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage. If you have a specific scenario that requires increased usage, contact our support team for feasibility analysis. Learn more about API hours and limits
https://api.movidesk.com/public/v1
Hour Contract Consumption
U
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
Additional fields for tickets
In this article, you will learn how to configure and consult the additional fields for tickets.
Additional fields are extras that allow collecting more detailed information during the ticket registration process. They offer flexibility to create custom fields, tailoring the system to your needs. Var
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
Bulk Actions - people registration
Practicality in editing records in Movidesk. This is the purpose of the "Bulk Actions" 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 grid, with
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/ ):
01 - Email Account Settings
Emails are essential for communication with your clients. Therefore, it is important to ensure that the settings are correct. Movidesk can import received messages or use them for sending notifications.
To configure, go to: Settings > Email > Accounts. The system will display a default email account
Movidesk API - Activities
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage. If you have a specific scenario that requires increasing usage, please contact our support team for a feasibility analysis. Learn more about API schedules and limits
https://api.movidesk.com/public/v1
This API can be
Movidesk API - Satisfaction Survey - Responses
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage. If you have a specific scenario that requires increasing the usage, please contact our support team for a feasibility analysis. Learn more about API schedules and limits
https://api.movidesk.com/public/v1
Satisfactio
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
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
07 - What were the results of my satisfaction surveys?
Satisfaction Survey Result
The satisfaction survey result report allows monitoring evaluations and comments on the tickets.
Report Overview
Allow Access to the Report
Filters and Periods
Export Data
Generate Report
See also: How to use the satisfaction survey indicator?
Report OverviewReport
To ch
04 - Sending emails through Mailgun
Important: The feature is being rolled out in stages. If it is not yet available in your system, you will receive an email informing you when the feature is released.
Now, it is possible to send emails faster and more securely through Movidesk.
With our partner Mailgun, your company can now send em
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
02 - Access parameters for SLA settings
The parameters that allow (or deny) access to SLA settings in Movidesk are located in the agent access profile.
You can find these settings by clicking on Settings > People > Access Profile.
Once there, access the desired access profile and navigate to the “Settings” tab, where you’ll find the SLA
Movidesk API - Satisfaction Survey - Questions
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage. If you have a specific scenario that requires increased usage, contact our support team for feasibility analysis. Learn more about API hours and limits
https://api.movidesk.com/public/v1
Satisfaction Survey Questio
Movidesk API - Telephony - No queue control
Important: Our APIs have a limit of 10 requests per minute to ensure healthy usage behavior. If you have a specific scenario that requires increased usage, please contact our support team for feasibility analysis. Learn more about API timings and limits
https://api.movidesk.com/public/v1
Telephony
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
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
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
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
Definitions: Logged hours, Worked hours, and accounted time
The logging section within the tool aims to show the effort spent by the agent on each ticket. For this, we have:
Logged hours: Shows the "Logged time" within the ticket, whether manually or by the start and end of the activity.
Worked hours: Only considers the time logged in that schedule; to be co
10 - First Response SLA Indicator - Pizza
In this article, you will understand how to use the first response SLA indicator with your team and how to create surveys within it.
Within the Movidesk indicators catalog, there are some that are very useful for obtaining data from your team. For those who use SLA in their daily routine, it is esse
Movidesk API - Telephony - With queue control
Important: Our APIs have a limit of 10 requests per minute to ensure healthy behavior in their use. If you have a specific scenario that requires increasing the usage, please contact our support team for feasibility analysis. Learn more about API schedules and limits
https://api.movidesk.com/public
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.
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.
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 reope
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 - 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
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
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
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
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'
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.
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,
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
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
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
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
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.
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.
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
05 - Chat Distribution
If you thought of dynamism in customer service, you thought of the automatic chat distribution module. Another great feature of your Movidesk, automatic chat distribution adds a lot of quality and agility to chat distribution in a simple, fair, and effective way, aiming for an equal distri
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
web Forms
In this article, you will learn how to use web 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 compa
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
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
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.
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