Customer Support System Implementation Guide
32 min
Created by: Knowledge Engineering Team on: 12/12/2020 10:47 AM

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How to use this implementation guide

Phase 1 – Define which channels will be used

Phase 2 – Map the tools you will integrate to Movidesk.

Phase 3 – Data loading and migration planning

Phase 4 – SLAs

Phase 5 – System configuration and static data

Phase 6 – Automation setup

Phase 7 – Integrations

Phase 8 – Go live!

 

You probably spent quite a bit of time to choose the customer support, customer service, or help desk tool that seemed right for your organization. If you chose all the features and unbeatable value of Movidesk, we are sure you have made the right decision! As with most software, however, you will only start to reap benefits once you put it to work.

No matter what your situation is, this guide is a great tool to get you through the implementation process, bringing reminders, tips, and a logical sequence of activities for the important things that have to be done.

Should you feel that some live guidance would be helpful, you can use Movidesk’s assisted onboarding for a small flat fee, but we recommend you first read this entire article before asking for help that you may not even need.

 

How to use this implementation guide

We suggest doing a read-through of the entire guide before jumping into the details. Leave the articles referenced in this guide for when you are working on each step.

When you’re ready to execute each step, we strongly recommend reading the related articles carefully—this brief time investment will give you valuable information on how to better explore your new tool and save you a lot of rework.

 

Phase 1 – Define which channels will be used

You can provide your customers with all sorts of easy access to your services, but different circumstances will make some communication channels more desirable (and cost-effective) than others. Analyze both your business and your customers’ needs so you can pick and choose the best channels for your organization.

For information on how to implement and use each channel, see the following articles:

You can also integrate external tools, such as chatbots and home-grown tools, through Movidesk’s open API for tickets.

 

Phase 2 – Map the tools you will integrate to Movidesk.

Movidesk has standard interfaces for popular task management and CRM tools. It also integrates with other market and home-grown tools through open APIs.

Map all the integrations you’ll need, so you can plan for them accordingly. Typical integrations include:

  • Software development/maintenance workflow tools (such as Jira and Redmine).
  • ERP and CRM (for customer data).
  • Telephony.
  • Asset management.
  • Active Directory and other domain controllers for user authentication.
  • Chatbots.

 

Phase 3 – Data loading and migration planning

Given that data loading and data migration from your previous system may be a significant portion of the effort to get Movidesk up and running, some dedicated planning for this activity is well worth the time.

Tickets

Existing tickets are loaded in three component sets:

    1. Tickets – open tickets, or both open and closed tickets
    2. Ticket notes
    3. Ticket note attachments

You can have your tickets loaded in one of these three ways:

  1. Use our Tickets API.
  2. Prepare our data migration spreadsheet and send it to our Customer Support team, who will check it for consistency and upload its content for you overnight, at no cost to you.
  3. Have Movidesk’s migration team migrate all your data straight from Zendesk or Freshdesk into Movidesk. This service is provided to you at a low, flat fee. Please contact our support team for details on how we can be of assistance.

People

The People master file contains most entities in the system:

Customers

Customers are loaded into Movidesk’s People master file, including:

  • End users
  • Organizations
  • Departments

Agents

Similar to Customers, Agents are also loaded into Movidesk’s People master file, including:

  • End users – agents, system administrators, supervisors, managers, etc.
  • Organizations – business units, for example.
  • Departments – your own company’s departments, such us customer support, sales, services, customer success, R&D, and accounts receivable.

 

You can have the People master file loaded in one of these three ways:

  1. Prepare our data migration spreadsheet, import it, check the on-screen report for inconsistencies, and complete loading.
  2. Use the People API.
  3. Have Movidesk’s migration team load all your data straight from Zendesk or Freshdesk into Movidesk—including tickets from your previous system—for the same flat fee.

 

Services

Use the Services open API to import:

  • Multi-level services catalogs.
  • Multi-level product catalogs.
  • Multi-level mixed catalogs.

Alternatively, if using a smaller catalog, you can configure it manually in the system.

 

Billing agreements

If you have a high volume of billing agreements, you can use the Billing Agreements API to upload agreement conditions; similarly, you can use the Tickets API to upload time tracking and expenses related to tickets.

Alternatively, if using a smaller volume of billing agreements, you can configure them manually in the system.

 

Assets

The integrated Asset Management module allows you to design a structured catalog of assets and create master files of manufacturers, brands, models, statuses, and locations. Assets are then individually identified and can be linked to customers, organizations, and tickets.

You can easily import assets using the Asset import spreadsheet.

Importing assets will automatically update your master files of manufacturers, brands, models, statuses, and locations. Based on your spreadsheet, existing items will be updated and non-existing items will be created.

If you’ll use the Asset Management module, get familiar with its concepts and resources by reading the Introduction to Asset Management article.

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  • Remember that manually inputting low-volume data may be faster than analyzing and migrating some data sets.
  • Save effort by migrating only the data you really need. In some cases, storing historic metrics and data outside your customer support system may be worthwhile.
  • Use the Save and create new option for fast manual input when creating items in the system. For large volumes of items, use Movidesk’s open APIs.

 

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NOTE

These are the Movidesk open APIs. Note that some are only used to extract data from Movidesk.

 

 

Phase 4 – SLAs

Map and gather the required information about your existing SLAs with customers. Also, get all contracted hours agreements.

Read the Understanding SLAs article carefully to understand how Movidesk manages SLAs, so you can identify what information you will need to configure your SLAs in the system.

 

Phase 5 – System configuration and static data

Movidesk comes pre-configured with the most popular and easy-to-use settings to help you quickly get up and running.

The following integrated modules come pre-configured and enabled, so you can see where they fit into your Movidesk extended functionality for optimal customer support, customer services or helpdesk activities.

  • Asset Management
  • Time & Expenses Tracking
  • Satisfaction Survey
  • Ticket Approval
  • Chat
  • Telephony
  • Knowledge Base
  • Pinboard

If you decide not to use some of them, you can simply disable them. You can also reenable them at any moment if they become necessary.

Besides standard settings, Movidesk comes pre-loaded with some popular items to help you understand the system and get started faster. You will find common records and configurations for access profiles, ticket priorities, ticket categories, ticket statuses, support email accounts, knowledge base ratings, time types, units of measure, asset statuses, and customer satisfaction surveys.

Now you have defined how you’ll operate and gained a better understanding of the key Movidesk features. Moving forward you will review and complete system settings to address your specific needs and have Movidesk helping you just the way you want.

The next steps will guide you through what you have to do, and in what sequence.

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Carefully read the on-screen tooltips, as they will provide you with an explanation of the functionality and any configuration parameters—as well as useful tips throughout the system.

 

Account configurations

 

  1. Complete your organization’s identification and contact information in Configurations > Account > Company.

Find additional information about these parameters in this article.

 

  1. Review all parameters in Configurations > Account > Parameters.

Find additional information about configuring complex scenarios or complex combinations of parameters in this article.

 

  1. Set up your holidays in Configurations > Account > Holidays.

See this article for more information on how to configure fixed and variable holidays.

 

People settings and master files

 

  1. Create your People > Access profiles.

Reconfigure or delete the pre-loaded profiles. Add other profiles as needed.

Carefully read the on-screen tooltips and find additional information about configuring complex scenarios or complex combinations of parameters in this article.

 

  1. Create your People > Classifications.

Classifications included in the People import spreadsheet will create new records in this master file automatically.

 

  1. Create your People > Roles.

Roles included in the People import spreadsheet will create new records in your master file automatically.

 

  1. Create your People > Teams.

If you want to limit which statuses a team can assign to a ticket, make sure to review the ticket statuses before creating your teams (see the Ticket settings section below).

See this article for more information on how to create and configure teams.

 

  1. Create your custom fields for People.
  2. Create your display rules for People.

 

 

  1. Populate your People master file in People > People.

Remember that your People master file will contain:

Customers:

  • End users
  • Organizations
  • Departments

Agents:

  • End users
  • Organizations
  • Departments

To respect dependencies, load the above in the following order:

    1. Companies.
    2. Departments
    3. Users

 

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If using the People import spreadsheet, you can include the above types of users and organizations in a same spreadsheet, as long as you respect their order (companies > departments > users).

 

For better performance and security, each spreadsheet can contain 1,000 items at most. To load more than 1,000 records, organize them in multiple spreadsheets and load one spreadsheet at a time.

 

  1. Create your People > Association rules.

Use association rules to automatically associate created users to their organizations, assign them an access profile, and a classification.

 

Ticket settings

 

Before reviewing and completing this set of settings, read the article:

Understanding and classifying tickets – services, categories, priorities, statuses, reasons, tags, customer fields, SLAs.

  1. Review and complete the pre-loaded Ticket classification > Priorities.
  2. Review and complete the pre-loaded Ticket classification > Categories.
  3. Review and complete the pre-loaded Ticket classification > Statuses.
  4. Review and complete the pre-loaded Ticket classification > Reasons.
  5. Create Ticket classification > Tags that you already know will be necessary for further identification or ticket automations. Read this article to better understand the various uses of tags.

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You can create tags as you go. Use them to address new requirements and subjects that may arise, and tackle further automation opportunities.

 

  1. Create your Custom fields and configure your ticket form using Custom fields > Display rules for tickets.

See the Custom fields for tickets and  Custom field display rules articles for detailed instructions and tips.

 

Service catalog, product catalog, or mixed catalog settings

 

  1. Configure your service catalog, product catalog, or mixed catalog in the system.

Find additional information about how to create your catalog in this article.

 

  1. Create the macros you will use along with your services catalog items.

Find additional information about how to create macros in this article.

 

Email settings

 

Before completing email-related settings, read the following articles:

 

 

  1. Update and add your support email accounts. Go to Email > Accounts.
  2. Identify and catalog email addresses and domains you want to block. Go to Email > Blocked addresses.
  3. Identify and catalog content in emails that you want to filter or block. Go to Email > Filtered content.

 

Time tracking and billing agreement master files

 

If you are going to use the Time Tracking module, read the following articles before creating records in the time tracking master files:

 

 

  1. Review and complete the pre-loaded Time types.
  2. Create your Activities.
  3. Review and complete the pre-loaded Units of measurement.
  4. Create your Expense types.
  5. Input or load all Billing agreements you have in place.

 

Chat settings

 

If you are going to use the Chat module, read the following articles before configuring your chat support channel:

 

 

  1. Create your Chat > Chat groups.
  2. Create your Chat > Widgets.
  3. Integrate your chat widgets to your website, customer portals, and anywhere you deem appropriate.

 

Telephony settings

 

If you are going to use the Telephony module, read the following articles before creating your Telephony groups:

  1. Create your Telephony groups.

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High volumes of phone calls require an IVR system for ideal productivity and control. If you don’t currently use an IVR, consider one of the many providers in the market. VOIP service providers make the whole process simple and you can easily integrate Movidesk with them using the Telephony API.

 

Asset management settings and master files

 

If you are going to use the Asset Management module, read the following articles before configuring your asset categories and creating your records in the assets-related master files:

Importing assets will automatically update your master files of manufacturers, brands, models, statuses, and locations. Based on your spreadsheet, existing items will be updated, and non-existing items will be created.

Before importing assets, the following data must be created in the system:

  • Asset Categories.
  • Vendors. Note that vendors are optional. They must be created in the People master file before they can be set as the vendor on an asset.

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When creating vendors in the People master file, we recommend setting the Type as Company and the Profile Type as Customer.

 

  1. Create your asset Categories.
  2. Create your asset Manufacturers manually if desired or when necessary (importing your spreadsheet will create them automatically).
  3. Create your asset Brands manually if desired or when necessary (importing your spreadsheet will create them automatically).
  4. Create your asset Models manually if desired or when necessary (importing your spreadsheet will create them automatically).
  5. Review and complete the pre-loaded Statuses (importing your spreadsheet will add new statuses automatically).
  6. Create your asset Locations manually if desired or when necessary (importing your spreadsheet will create them automatically).
  7. Create your Asset import spreadsheets and import them into the system. Use as many spreadsheets as necessary to import or update assets.

 

Workflow and approval rules settings

 

If you decide to implement one or both of these control features, read these articles before configuring Workflows or Ticket approval rules:

  1. Configure your Workflows.

Use workflows when a pre-determined sequence of activities must be performed by a pre-determined sequence of people. You may configure workflows that cover part of your process flow or all of it.

You can set conditions for each workflow, so they are only triggered to control the flow of work when appropriate.

 

  1. Configure your ticket approval rules. Go to Approval > Ticket approval rules.

Work with the conditional and flexible approval rules to make sure services can’t start before being approved by the right people—whether they are part of your organization or your customer’s organization.

 

Customer satisfaction survey settings

 

If you want to automatically send satisfaction surveys to your customers, read these articles before configuring your Customer satisfaction survey:

  1. Configure your survey in the system. Go to Customer satisfaction survey > Survey settings.

 

Knowledge base design and settings

 

If you already have a knowledge base in place, you may want to continue using it while building your new Movidesk knowledge base.

You can set up a brand-new knowledge base or easily mimic the one you currently have in place. Before designing and configuring your new Knowledge base, read the following articles:

Now that you’re familiar with what Movidesk has to offer for your knowledge base, let’s design and implement your knowledge base:

 

  1. Start by creating your article Categories. They will define what type of content your knowledge base will have.

Keep in mind that the content you publish under each of these categories can be configured so that:

  • Access is limited to customers and employees. You can select all customers or employees, specific Access profiles, or even a single customer or a single department of your organization.
  • Content may be related to specific items of your service catalog (or product catalog).
  • You can create flexible references using Tags on articles.

 

 

  1. Create one or more Menus to organize and simplify access to the content in your knowledge base.

Create headers, mix and match categories and articles, add links to external webpages, and use lines to visually separate content.

 

  1. Create your content using Articles.

Clone articles and use bulk actions to expedite article creation and ongoing article maintenance.

 

  1. Design your Help Center.

To quickly create your knowledge base without the help of a web designer, use the HTML code you will find in the article Implementing a sample help center design. From there you can easily change colors, logo, links and content to reflect your business.

Use the help of a web designer if you have to incorporate your knowledge base into other websites, or if you need more complex changes to the sample help center design.

 

  1. Enable the article rating module and configure how you want article rating prompts and questions to appear at the bottom of your articles. Go to Configurations > Knowledge base > Article rating.

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If you want your knowledge base and articles to be indexed by search engines, make sure to enable the SEO option in Configurations > Knowledge base > Article rating.

 

 

SLA settings

 

If you have SLAs with your customers, you can create one or more SLAs with specific policies and targets and then assign the applicable customers to each SLA policy.

 

You will need at least one SLA policy configured in the system to calculate metrics and goals.

 

Before inputting your SLAs into the system, read the following articles:

  1. Create as many SLA policies in the system as necessary to cover your SLAs with customers. Explore the flexibility of multiple and conditional policies to meet your needs.

 

Authentication settings

 

  1. Perform a directory import from your Active Directory or other domain controller, if applicable. See the article User provisioning and authentication for details.
  2. If you designed your processes to use an authorized IP list, go to Configurations > Company > Parameters and create the list in the Authentication tab. See the article Authorized IPs for details.

 

 

Phase 6 – Automation setup

Now that you have completed your static data files, reviewed your system settings, and explored internal productivity mechanisms, it’s time to review and complete the two key resources for automation: triggers and macros.

As mentioned earlier, some commonly used triggers and macros have been pre-loaded to your system. Our goal is to both save you time and provide you with in-system references for your understanding these features.

 

Still, before configuring triggers and macros, we urge you to carefully read the following articles. The right configurations will boost your productivity, but mistaken configurations may affect a large number of tickets and cause you significant rework (and potential embarrassment!).

 

Below are a number of important articles about automation features, and resources to simplify integrations, in case you have not seen them so far.

  1. Adjust the pre-configured Triggers and add any triggers of your own that you see fit.
  2. Delete the Macros you won’t use, adjust the ones you would like to keep, and add any other macros that you already identified as useful.
  3. Reorganize the automatic distribution of tickets as you see fit. Go to Configurations > People > Teams.

 

Phase 7 – Integrations

You now have your processes designed—or at least thought out—and all your system configuration and setup is ready. It is now time to put your integrations in place so that both Movidesk and your other tools can do more for you.

 

As mentioned before, Movidesk has standard integrations designed to work with other popular tools. Movidesk also has open APIs, allowing you to integrate Movidesk with any market or home-grown systems.

 

Before working on your integrations, read the article Integrating Movidesk to other systems for more information. From there, you will be directed to these articles that will help you with your specific needs:

  • Integrating two instances of Movidesk
  • Integrating Movidesk to Active Directory
  • Integrating Movidesk to chatbots
  • Integrating Movidesk to Redmine
  • Integrating Movidesk to Jira
  • Integrating Movidesk to Pipedrive
  • Integrating Movidesk to WhatsApp using Twilio

Now let’s put those integrations in place:

  1. Make a list of all integrations you intend to set up. Identify which ones you want in place before you start using the system. Then design a plan for the later adoption of the remainder.

Warning
WARNING

Use the least amount of data required and be mindful of redundant requests to Movidesk’s APIs to avoid negative impacts to your system’s performance.


Unlike most SaaS solution providers, Movidesk understands that each organization has its own needs. We’ve been working with customers closely to address those needs without extra charges for higher transaction volumes or inflexible throttling policies.

 

However, should Movidesk deem any use of APIs abusive, we will activate reasonable throttling or—in extreme cases—limit API access.

 

For atypical usage, such as large migration loads, please plan such tasks for late night hours or weekends.

 

  1. Integrate your Chat widgets to your website, customer portals, and anywhere you see fit.

 

Phase 8 – Go live!

  1. Train your end user on how to use Movidesk
  2. Complete loading / update of dynamic data – tickets, ticket notes, and attachments.
  3. Go live.
  4. Celebrate!

 

Related Topics Movidesk implementation guide. Support system implementation guide. How to implement a customer support system. How to implement a customer services system. How to implement Movidesk. How to implement a helpdesk system. Customer support workflow. Designing a customer support workflow.

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