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

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

    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

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

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

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

In this article, learn how to use and configure ticket statuses in Movidesk. Statuses are essential for managing the lifecycle of a ticket, helping to organize, prioritize, and track services. Each ticket must have a status, indicating its current situation. In addition to the default statuses, you

  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

In this article you will learn: - How to enable the asset management module - How to assign permissions for asset registration - How to perform additional registrations - How to register an asset - How to apply an asset to a ticket - How to apply an asset to a macro - How to apply an asset to a trig

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

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

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

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

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

Ticket Time per Responsible This report provides information about service efficiency by tracking the time each ticket spends under the responsibility of different agents. Report Overview Allow Access to the Report Filters and Periods Export Data Generate Report Report Overview To view your report,

Ticket Duration by Status With the duration report, we can see how long each ticket remains in each stage of the service.   Report Overview Allow Access to Report Filters and Periods Export Data Generate Report Report Overview To check your report, go to Movidesk Side Menu -> Icon -> Reports. Allow

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

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

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

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'

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

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

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,

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,

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

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

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

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

In Indicators , it is possible to get an overview of open, resolved, canceled, and reopened tickets from agents and clients in the selected period. The Indicators are presented in a graphical format, structured top-down. By default, there is an agent indicator panel and a client indicator panel. Th

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

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

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