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Operation interrupted (Partially or Completely)
5 min
Created by Alyne Regina Ruggiero Fanfa on 11/28/2022 8:18 AM
Updated by Karine Moreira on 9/24/2024 4:02 PM
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:

1- Notice Board
The Notice Board is the most recommended communication channel to inform your clients about changes in your company's service hours. To do this, navigate to the left side to Notice Board and then New Notice -> Enter your message, as well as which agents and clients will receive this email.
Important: Use @movidesk email accounts to avoid consuming the daily sending limit some providers have! Our accounts do not have a limit, so it is possible to send to everyone in your base!

Remember that for the email account to be displayed on the Notice Board for sending, it is necessary in Settings > Email > Accounts, select your email > Enable “Show this account in the email sending functionality of the Ticket”:

Important: This article can help you set up an account with @movidesk domain, and you can link it to sending notices from your Notice Board.
Article 01 - Email Account Settings

 
 
2 - Chat Service Hours
If your operation involves chat support, you can adjust the service hours for this channel by following these steps:
It is important that a user with Administrator permissions performs these changes in: Settings> Chat > Applications > Access the used application > Open the "Service Hours" tab
 
 

Important: Change this setting only during the week of the event or in the days leading up to it, then return to the original configuration.

 
2.1 - WhatsApp Service Hours
If this is one of the available service channels in your base, you can also adjust the service hours for this channel, just like in the Chat application in the previous section.
You can access the settings at: Settings > Chat > WhatsApp
 
 

Important: Change this setting only during the week of the event or in the days leading up to it, then return to the original configuration.


2.2 - Message in Chat Groups (Chat and WhatsApp)
You can also communicate with your clients through automated messages at the start of service, so they are not caught off guard on the event day.
In: Settings > Chat > Chat Groups
  • Select the groups you want to modify.
  • Go to the tab: Default Messages
  • Message on start of service


Also in the Chat Group, you can add the option for the offline message via chat to communicate that the service has been interrupted and guide your client:

In: Settings > Chat > Chat Groups
  • Select the groups you want to modify.
  • Go to the tab: Default Messages
  • When agents are offline
 

Important: Change this setting only during the week of the event or in the days leading up to it, then return to the original configuration.

 
3 - Maintenance on SLA Rules with Inclusion of Holidays and Removal After Operation Resumption.
If your operation will be interrupted all day, we recommend using the Holiday option, but if it is only momentarily, just during game hours, it is useful to use a Pause Status, moving your tickets to it.

VIDEO FULL OPERATION INTERRUPTION
VIDEO PARTIAL OPERATION INTERRUPTION by Alyne Regina Ruggiero Fanfa
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