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
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
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
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
06 - Statuses and Justifications
Understand the importance and how to configure the statuses and justifications in your Movidesk.
Watch the video below or check out the article for each topic.
Statuses
Justifications
06 - Creating Notifications for the SLA
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
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
18 - Expenses
The expenses module allows for greater control over the extra costs involved in your service.
With this feature, you can create units of measure and set standard values for each one, so that when a certain quantity of one of these units is entered, the system automatically calculates the amount to b
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
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
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 - 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
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
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
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: 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
10 - First Response SLA Indicator - Pizza
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
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
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
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
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
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
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
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
Merge People
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
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
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
Access profiles
In this article, you will learn how to create and configure your access profiles.
The configuration of access profiles is what allows the administrator to grant or restrict user permissions within the system according to your company's needs.
To configure access profiles, you should select setting
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,
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
Bulk Actions - people registration
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
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,
Asset importation
Through this functionality, you will be able to import your assets into Movidesk from an Excel spreadsheet. The system can both create new assets and update already registered assets.
It is necessary that before you perform the asset import, you clearly understand Movidesk's flow regarding this regi
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/ ):
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
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
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
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 - 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
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 - 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
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. 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
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
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
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
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
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