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
12 - How long did each user stay on the support platform?
Access Control
The access control report allows you to view user access according to the applied period.
Report Overview
Allow Report Access
Filters and Periods
Export Data
Generate Report
Report Overview
To check your report, go to the Movidesk Side Menu -> Icon-> Reports - > Audit and Contr
Movidesk API - Maintenance and manipulation of additional fields
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/ticketCustomFiel
Operation interrupted (Partially or Completely)
Aiming to improve the service hours for our users, in scenarios of operation interrupted either fully or partially, citing the current example: World Cup games, we are creating this material to support you in the following routines:
Pre-communication to clients and suppliers about the availability
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,
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
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
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
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
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
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'
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
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.
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
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
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
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
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
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
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
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
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
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
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
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 see
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
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
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
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
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.
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
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
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.
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
Bulk Ticket Actions: How to Execute Batch Actions in Movidesk
What is Bulk Action?Bulk Action is a Movidesk feature that allows you to update or apply the same action to multiple tickets simultaneously [cite: 1]. This batch action feature optimizes operation time, eliminating the need to open and edit tickets one by one [cite: 1].
What batch actions can be ex
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
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
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
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
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
05 - Technical information about emails and accounts in Movidesk
This article aims to detail technical and security aspects that involve the flows of sending and receiving emails during the operation of a Tenant (support base) in Movidesk.
Here, you will see:
Mailgun
Direct Access
Mailgun
The email accounts provided by Movidesk are a subdomain registered for th
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
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
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 - 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
02 - Call Reception
Unify and simplify the management of services on a single platform. This is the goal of the Movidesk - Telephony integration. Transform phone calls into new tickets (or link them to existing tickets) with links to the call recordings, monitor the flow of services in real time, and gain gre
Step-by-step guide for Zenvia Voice/Movidesk settings
This article will help with the configuration and integration between Zenvia Voice and Movidesk
Configurations Made in Zenvia Voice
Phone Numbers
Extensions
Queues
IVR
Tip
Configurations Made in Movidesk
Configurations Made in Zenvia Voice
The first parameter we need to define is the one that
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
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 - 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
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
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
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 - Services
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
Services
URL: /service
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
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