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
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
Active voice call in Tickets
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,
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
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 se
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
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
01 - Active call
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
04 - Reopen tickets
In this article, you will learn how to reopen tickets
To reopen a ticket, you need to have permission in the access profile. To do this, you must go to settings > people > access profiles. In the tickets tab, enable the parameter allow reopen tickets.
It is possible to set a time limit for reope
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
08 - Schedule
The agenda allows you to schedule events in Movidesk. These events can be linked to a ticket, enabling you to keep a history of all interactions on your ticket.
Using the Movidesk agenda, you can organize meetings, scheduled maintenance, among other events, with the ability to select people or teams
08 - How to allow customers to remove copy emails (Ccs) from the ticket
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
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
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
09 - Delete tickets
In this article, you will learn how to delete tickets
There are two ways to delete a ticket: one through the ticket view panel and another through the ticket itself.
To delete a ticket, you need permission on the access profile. To do this, you should go to settings > people > access profile
Setting up the satisfaction survey module
An important tool for your service center is the ability to measure the level of satisfaction of your customers with the service you are providing.
Often, a customer's dissatisfaction is not perceived by your organization and ends up manifesting in the worst possible way, which is the loss of the cu
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
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.
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
Multi-Factor Authentication (MFA)
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
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
Widget NLU
The NLU Widget facilitates contact with your customers and opens tickets practically using the Zenvia NLU chatbot.
The functionality is located on the Zenvia Service (Movidesk) home screen. To use it, simply click on the NLU Widget icon.
⚠️ Attention : To use the features of this functionali
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
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,
02 - Categories
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
Registering Teams
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
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
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
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
03 - Which tickets do I have by service?
-Ticket Summary by Service
With the ticket report by service, we can get a quantitative view of all tickets for the period, grouped by service, status, and SLA deadlines.
Report Overview
Allow Report Access
Filters and Periods
Export Data
Generate Report
Report Overview
To view your report, go t
09 - Expenses
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
07 - Workflow
Workflow is a feature that enables the automation of processes either fully or partially, where activities are transferred from one participant to another, so that actions can be taken according to a set of rules and procedures, enhancing them through two intrinsic components: technology an
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
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
02 - How much time is being spent to complete each ticket?
Time worked on tickets
Movidesk provides some management reports to control the time worked by agents.
Important: To ensure that the worked time is accurately recorded, it is essential that time tracking is enabled in Movidesk. To learn how to enable it, access the link: Time Tracking.
Report Overv
07 - What were the results of my satisfaction surveys?
Satisfaction Survey Result
The satisfaction survey result report allows monitoring evaluations and comments on the tickets.
Report Overview
Allow Access to the Report
Filters and Periods
Export Data
Generate Report
See also: How to use the satisfaction survey indicator?
Report OverviewReport
To ch
04 - What is the duration of tickets at each stage of the service?
Ticket Duration by Status
With the duration report, we can see how long each ticket remains in each stage of the service.
Report Overview
Allow Access to Report
Filters and Periods
Export Data
Generate Report
Report Overview
To check your report, go to Movidesk Side Menu -> Icon -> Reports.
Allow
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.
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
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
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'
Configuring the Flags
Flags are very important to have greater and faster control of tickets.
With the help of the Flags, you can configure them to receive sound notifications and/or browser notifications in the form of a balloon. You can receive real-time notifications of any changes in Movidesk, such as: any modifica
05 - Chat Distribution
If you thought of dynamism in customer service, you thought of the automatic chat distribution module. Another great feature of your Movidesk, automatic chat distribution adds a lot of quality and agility to chat distribution in a simple, fair, and effective way, aiming for an equal distri
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
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
Webhook
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
11 - Visualization: Kanban
The Kanban system offers more detailed control over your tasks, providing a clear and organized view of the entire process. It is widely used alongside Scrum, two agile software development methodologies. In Movidesk, you can choose the Kanban model to view your tickets, in addition to the tradition
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,
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 - 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
05 - Urgencies
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
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
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
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
06 - Tickets Approval
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
04 - Justifications
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
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
Importing people
Movidesk allows you to automate the registration of people, who are your clients or agents. By using the import feature, we can associate companies with the people linked to each company.
It is important to understand the Movidesk workflow related to this registration before importing people. Cl
02 - Sending and receiving emails
In this article, you will learn how to send and receive emails through Movidesk, according to the following topics:
How email sending and receiving works in Movidesk
Sending emails
Receiving emails
How to block addresses
How to manage email sending and receiving
How email sending and receiving wor
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 - 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
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 - 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
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
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
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
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
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 limits
https://api.movidesk.com/public/v1
People
Note
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