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

 Here you will learn how to register your teams in Movidesk. You can register as many teams as you want, and in this way manage and define criteria according to the needs of your operation.   To register a new team, you need to have an administrator profile. Go to Settings > People > Teams and click

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

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'

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

In this article, we will present the main scenarios in which our team is available to handle your requests. Below, we list the services performed by the team. If your request is not on the list, please contact us! 😊 Free Service Requests Paid Service Requests Free Service Requests Queue cleanup (

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

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

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

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

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

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

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

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

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

          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

          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

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

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

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

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

 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.  

      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

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

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

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

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

  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

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

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 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

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,

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