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
Multilingual knowledge base
This article will help in setting up the multilingual knowledge base in your Movidesk.
The multilingual knowledge base, when enabled, can be made available in three languages: Portuguese, English, and Spanish. This means that your customer will have the freedom to choose the most accessible langua
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.
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
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
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
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/ ):
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
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
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
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
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
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 - 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
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,
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
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
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
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
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
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
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
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
03 - How to set up a redirect for a Movidesk email account
Create a new Movidesk email account (with sending and receiving enabled), using the same beginning of the account you want to configure, example:
your account: teste1@gmail.com
Movidesk account you will create: teste1@suabase.movidesk.com
Access your email settings in the browser and set up a redi
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,
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 - 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 - 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,
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
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 - 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
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
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
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
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
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.
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
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
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 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