It is possible to allow customers to remove CCed emails from a ticket through access profile settings. This way, you ensure more security and freedom for your customer, so that only those who need to receive the ticket's email updates will follow them. There are two ways to allow your customers to r

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

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

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

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

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

To more conveniently track tickets in relation to their due dates, add the column: “SLA Solution Indicator” to your ticket views in the List view type. If you use Kanban views, you can track this information on the ticket card.

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

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

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,

Triggers What do I need to know to create a trigger? How to automatically change the ticket owner via a trigger? How does the editing and/or deletion of triggers work? How to direct an open ticket to a team via trigger? What is the difference between "responsible team" and "team owner" in a trigger

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,

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

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

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

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

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

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

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

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

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

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

    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

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

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

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 se

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

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

          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