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,

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 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

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

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,

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

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

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

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 limits https://api.movidesk.com/public/v1 People   Note