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
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
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
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
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
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
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
04 - What is the duration of tickets at each stage of the service?
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
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
01 - Indicators
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
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
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
Solution SLA Indicators
Movidesk has several indicators to facilitate the analysis of Solution SLA data. Check out some of them below:
Main indicators
Pending tickets by due date
Ticket resolution indicator by due date
Ticket resolution indicator by team and due date
Ticket resolution indicator by agent and due date
Resol
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
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
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,
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💡 Tip: The Suggestions Wall was developed using the UserReport tool. If you’re inter
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
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
Movidesk API - People
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 access hours and limitshttps://api.movidesk.com/public/v1People
Note: T
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
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
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
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
03 - How to use statuses in tickets
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
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
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
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
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
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
01- How many tickets do I have per customer?
Tickets per Customer
The Tickets per Customer report allows you to view the list of tickets that each customer has opened in your support structure, according to the applied filters.
Report Overview
Filters and Periods
Export Data
Generate Report
Report Overview
To review your report, access the
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
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
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
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
PinBoard
The Pinboard is a fixed panel on the home page that allows you to create a note containing announcements and general news.
Get to know the Pinboard
This tool allows for more direct communication with your audience, whether they are agents or clients, enabling dynamic, fast, an
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
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
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
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'
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
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
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
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,
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
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,
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
Asset management
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
02 - Sending and receiving emails
In this article, you will learn how to send and receive emails through Movidesk, according to the following topics:
How email sending and receiving works in Movidesk
Sending emails
Receiving emails
How to block addresses
How to manage email sending and receiving
How email sending and receiving wor
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
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
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
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