: Ticket management

To send emails from the ticket form, simply follow these steps: Select Options on the upper-right corner and then select Send email. Select which support account to send the email from. Select the email addressees. You can also select CC/BCC to add CC and BCC recipients. Enter the email subject, bod

On this page Setup – Always bypass resolution confirmation Setup – Selective bypass of resolution confirmation   The default Movidesk support workflow requires customers to confirm a ticket’s resolution before the ticket can be closed. This means an agent can resolve a ticket, but the ticket will no

Internal messages are used by agents like internal emails within Movidesk. Messages can be sent from the message console, or from within the ticket form. When you send a message from the ticket form, the message will be linked to that ticket. See the Working with internal messages article for more i

The approval details screen displays all information related to the ticket’s approval process. To view ticket approval details, select Options on the upper-right corner of the ticket form. Under the Options menu select Approval details. NOTE The Approval details option will only be displayed on tic

On this page Granting permission to delete tickets Deleting a ticket from the ticket form Deleting tickets from the ticket panel   In some scenarios canceling a ticket that was opened erroneously is not sufficient. In these cases, agents can instead delete the ticket. Deleted tickets and any data on

On this page Understanding the kanban view Creating a kanban view   Kanban views display a number of ticket cards in a kanban board, which can be dragged to move tickets between different statuses. If you have not read the Understanding ticket panels and ticket views and Managing ticket panels and v

On this page Resolving a ticket Cancelling a ticket Closing a ticket Bypassing the resolved status Preventing agents from canceling and resolving tickets   Tickets are considered closed when they have a base status of Closed. Note that this base status is different from Resolved and Canceled. Agents

The SLA details screen displays all information related to the ticket’s SLA targets, including any changes to the resolution due date. To view ticket SLA details, select Options on the upper-right corner of the ticket form. Under the Options menu select SLA details. See the Understanding SLAs  artic

To view additional ticket details on the ticket form, select Options on the upper-right corner. In the Options menu select Ticket details. Under Ticket details you can find: General information about the ticket Assigned agent history of the ticket Status history of the ticket List of merged tickets

Ticket panels and views are the primary way to filter and navigate between tickets in Movidesk. A ticket panel of the type Customer can be made available to a specific set of customers. See the Understanding ticket panels and ticket views article for more information.