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
15 - Knowledge Base
The knowledge base is an important resource for creating a repository of information that can be accessed by agents, customers, or the general public. In this video, you'll learn step by step how to publish your first article.
We have some articles that can help you set up your knowledge base and a
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
10 - Activities
The activity registration covers the types of hours available for each activity, allowing for the entry of a standard value for each type of hour.
To access the activity registration, click on "Settings >> Records >> Activities".
Just below the "Name" field, the "Allow all teams" option allows you
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 - 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
10 - Email Accounts
Set up your email accounts so that Movidesk can start monitoring them and create tickets for incoming messages.
Watch the video below or check out this complete article on the topic.
Acompanhe o vídeo abaixo ou confira este artigo completo sobre o assunto.
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
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
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.
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
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 - 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 - 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
02 - Filters in the indicators
In this article, you will learn how to apply filters when using the indicators in Movidesk
What are filters?
Filters refer to a tool included in the indicators menu, which allows for a more detailed specification based on the selection made by the chosen indicator. Click here to see how to use the i
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 - 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
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
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
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
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
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
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
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
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
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
Submit ticket action as an article
In this article, you will learn how to use the ticket action as an article.
As an agent, you can suggest creating an article from a ticket. This feature can be very useful in the case of an agent's response to a customer about a specific feature or information that does not yet have an articl
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
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
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
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
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,
Definitions: Logged hours, Worked hours, and accounted time
The logging section within the tool aims to show the effort spent by the agent on each ticket. For this, we have:
Logged hours: Shows the "Logged time" within the ticket, whether manually or by the start and end of the activity.
Worked hours: Only considers the time logged in that schedule; to be co
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
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
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
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
01 - Hours Contract
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
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
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
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
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
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'
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
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,
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
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
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
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
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
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,
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,
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
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/ ):
04 - Registering a rule within the SLA Contract
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,
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
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 - 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
07 - Chat hours log
In this article, you will learn how to use the chat hours logging assistant (play/pause button)
The chat hours logging assistant is a play/pause button that allows you to pause the time tracking during support when there are multiple chats being handled in parallel.
How to configure the play/pause
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.
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
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
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