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
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
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
08 - Access Profiles
In this video, learn how to structure your Movidesk so that each department can view only the tickets for its area.
Check out this other article with more detailed content on access profiles.
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
04 - The Service Catalog
This video describes the procedures related to the registration of your service catalog, one of the most important classifications in your Movidesk.
We have complete documentation on the service catalog, which you can view in this other article.
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
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,
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
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
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
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,
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
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
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
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
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
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
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
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
02 - Access parameters for SLA settings
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
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
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
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
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 - 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
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
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.
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
05 - Solution SLA applied to the tickets
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
Solution SLA Indicators
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
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
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/ ):
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
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,
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
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
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
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.
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
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 - 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
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
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
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 - 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
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
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
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
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
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
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