Customer Support System Implementation Guide
20 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 – Planning

Phase 2 – Organizational (re)design

Phase 3 – Data loading and migration planning

Phase 4 – SLAs and OLAs

Phase 5 – System configuration and static data

Phase 6 – Automation setup

Phase 7 – Integrations

Phase 8 – Integrated tests, ticket load, and cut-off

Phase 9 – Monitoring and adjustments

Customer support process – Sample workflow diagram

 

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.

If you don’t have a system in place today or you have a simple customer support or customer services operation, you might pretty much skim through this guide, input your agents into the system and start using Movidesk right away (Movidesk can even automatically create new customers in the system just by receiving an email from them!). If you have a complex operation and have already replaced a system, then you know the drill—but this guide may still be of help with tips and configuration sequences. Now, if you have a complex operation and this is the first time migrating your solution, then this guide might be just what you were looking for!

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

The complexity and requirements for the adoption of Movidesk will obviously depend on your organization, products, services, and the scope of work to be managed within Movidesk. They may also become more or less complex if you intend to use adopting a new tool as an opportunity to review some processes and policies. No matter what the case may be, the steps we detail from now on will certainly help you get your team ready and enjoying all of Movidesk’s perks in no time!

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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 – Planning

If after reading the whole article you feel that got a good grasp on the right course of action, just start working on it! You can even save or print this article—so you can make notes.

If you see that you will need to involve more people in different tasks, and have someone coordinate their execution, you may want to transfer the required tasks in this guide to a spreadsheet or scheduling tool. Add the responsible team members, prioritization between tasks, and a time estimate for each one to spell out a project document to share with everyone.

Make sure that processes and policies that you may want to modify along the implementation of your new tool are clearly defined and stated in your planning document.

This quick planning phase will help you present a structured implementation plan to your team and other departments, saving you time when communicating and tracking activities.

 

Phase 2 – Organizational (re)design

Movidesk is pre-configured with common practices of customer support and services to save you time. Before you make adjustments to these default configurations, it’s important to clearly define what we want to do, how we are going to do it, and who will do what in the process.

Let’s get started!

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Document your organizational definitions. Create tables for catalogs, classification types, etc., as you go. This will save you time when configuring the system and communicating definitions to all involved teams.

 

  1. Create your service catalog.

Clearly defining what your organization will—and will not—do is one of the most important steps. This is especially true if you are not just replacing your tools, but also making some organizational changes alongside your implementation.

Define what will—and will not—be done by your department, or other departments that will use Movidesk. Focus on aspects that may not be clear to involved teams, for example:

Customer Support (of a software company) will:

  • Help customers with questions they may have about the company’s products.
  • Address technical problems related to the company’s products.

Customer Support (of a software company) will not:

  • Provide training to end-users.
  • Address product enhancement requests and ideas.

Product Management will:

  • Address product enhancement requests and ideas.
  • Provide support to Customer Support agents regarding requirements and functional design criteria applied to products.

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If you are replacing your system, try to apply Movidesk first to the organizations that use your current system before adding other teams, such as product management or customer success.

Plan for the additional use of the system, but if possible, start simple and build on Movidesk’s capabilities as you get used to all of its features.

 

Define the level of products and services you are going to manage.

  • If all you need are metrics, automation, and controls at product level—then your service catalog may just be a single level.
  • If you need visibility and processes at a sub-set or component level, use more levels when designing your services catalog.
  • If you will let customers select the items in your services catalog, avoid adding more than four levels to your catalog if possible, as it adds complexity and reduces ease-of-use for your customer.

Create your services catalog.

  • Read the Creating a service catalog article carefully.
  • Create the required structure of products and/or services.
  • Define what your customers will—and will not—be able to see and select.
  • Adjust the names or definitions you will use in Movidesk. Aim to make it easy for both customers and agents to identify items (and sub-items) in your services catalog.

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Use Save and create new for fast manual input. For large amount of items (products or services) use the Services API.

 

  1. Define which communication 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:

In-system ticketing

  • Great for frequent tickets, knowledgeable audiences, B2B environments, and long-life-cycle tickets. Facilitates ticket-tracking for customers and saves agent time.
  • Unfriendly for infrequent contact, easily addressable tickets, untrained audiences, and typical B2C environments.

Web forms

  • Easy to configure complex forms and instruct users on how to use them. Easy to access through a simple link.

Phone

  • Requires more complex and dynamic management of incoming calls and agent availability.
  • Great for complex solutions. Synchronous communication expedites understanding and resolving tickets.
  • May be the most cost-effective channel for complex solutions.
  • Best channel for emergency issues.

Chat

  • Great accessibility and ease of use.
  • Easy to replicate solutions by using macros or copying-and-pasting images and text.
  • May be costly for complex solutions due to asynchronous communication.

Email

  • Great accessibility and ease of use.
  • Difficult to gather the desired data upfront to facilitate ticket resolution.
  • May be costly for complex solutions due to asynchronous communication.

Facebook

  • Popular in B2C environments.
  • Enjoys much of the pros—and faces much of the cons—of regular chat tools.

WhatsApp

  • Popular in many markets around the world.
  • Enjoys much of the pros—and faces much of the cons—of regular chat tools.
  • May be more costly for complex solutions due to asynchronous communication.
  • Get a WhatsApp business account from Twilio and enjoy Movidesk’s standard integration.

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.

 

  1. 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.
  1. Design your organizational structure.

Design your “virtual” organizational structure, which will be key when configuring the system to support your processes. Include roles and hierarchies for both your own organization and your customers’ (e.g. “User”, “IT Manager”, “Service requester”, “Service approver”, etc.).

Before you design your organization, we suggest you become familiar with the following features and resources that will allow you to further explore the benefits of a well planned “virtual organization”:

People – customers’ users, agents, organizations, and departments.

Setting permissions and granting access to agents and customers

Approval rules

With the above concepts and features in mind:

  • Define what roles you will use in your organization and processes.
  • Define what customer roles will be used during interactions with the organizations you provide products and services to.
  • Define if and how you will break up your Level 1 staff into teams. Consider specialization aspects such as product areas, service types, customer groups, technical skills, and geography.
  • Define how you will implement a Level 2 team, if required.
  • Define how you will implement other teams, if required. Simple solutions may only need Level 1 teams. Complex solutions can usually be managed effectively with no more than Level 1 and Level 2 teams.
  • Map teams to the products and services they will address.

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Keep in mind that roles and hierarchical levels won’t necessarily reflect your organizational structure—or your customers’. Instead, think of them in terms of what will be required to better manage and automate your processes.

 

  1. Define required classifications for customers (organizations or users) and agents.

To address a single classification, use the standard field Classification provided in People.

To use more than one classification, create custom fields for People.

 

  1. Define what information related to your customers and agents that you’ll need in Movidesk.

In the system, go to People in the sidebar to see the standard data available to you.

You can add additional information by using custom fields for People.

 

  1. Define which groups of people may have to be treated differently by the system, both within your customers’ organizations and your own.

Consider aspects such as:

  • Who will have different sets of permissions.
  • Who will address different groups of services.
  • Who will be authorized to approve the execution of certain services.
  • Who will act as system administrators.
  • Who will be authorized to open tickets for functional questions and potential software defects.
  1. Design the workflow for your entire customer support and customer services cycle.

Include the activities and relationships of your key process areas, such as:

  • Customer support
  • Product maintenance
  • Product documentation and knowledge management

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Attached at the end of this article is a sample process flow addressing popular best practices in customer support for software products for you to reference and peruse. Use Microsoft Visio or Bizagi to edit the VSD file. Use the PDF version for visualization.

 

You may extend this workflow to other process areas, as needed. For example:

  • Product management
  • Billing
  • Customer success and customer relationship management
  • Corporate university and training centers

Define whether a step to ask your customer to close/confirm resolved tickets will be required.

Choose whether or not to send your customers an automated satisfaction survey after each ticket is closed.

 

  1. Define what ticket categories will be required.

Pre-loaded categories are the following. You can add, delete, or modify any of them as you need:

  • Problem
  • Question
  • Service request
  • Suggestion
  • Task

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You can limit which categories can be selected for each service, and also use categories as criteria to automate tasks.

 

  1. Define how you will classify the priority/severity of your tickets.

Pre-configured priorities are High, Medium and Low. Add, delete, or modify them, as necessary.

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Make your priorities as simple and practical as possible, respecting the complexities of your business. Creating too many options will demand more analysis and additional discussions—which are unlikely to be helpful.

 

Three priority levels have proven to be a highly effective approach for software and services businesses:

1 – High (show stoppers!)

2 – Medium (high impact to customers, with workaround)

3 – Low (low impact to customers)

 

  1. Detail the information you will need in a ticket.

Design your desired ticket form and have it reviewed by a few of your team members.

Point out what data will be required, and what data will be optional. Keep in mind that you can control which fields are required for different customers and agents. You can also prevent specific customers and agents from editing key fields in your tickets—or hide the fields altogether.

You can include as much information as needed in a ticket by using custom fields.

 

  1. Define the statuses that can be assigned to a ticket.

Pre-loaded statuses are the following. You can add, delete, or modify any of them:

  • New
  • In progress
  • On hold
  • Resolved
  • Closed
  • Canceled

Statuses are a practical criteria for many automation possibilities. You can start with the statuses required for your obvious needs and add more as you go.

 

  1. Inform Movidesk’s customer support team of who will be your primary and secondary system administrator.

They will be Movidesk’s primary contact for handling tickets you open with Movidesk and will receive important communication about system maintenance and ongoing operational information.

You can provide this information by simply sending an email to support@movidesk.com stating the following (please send this email from the email account of one of the two system administrators):

  • Primary system administrator: <FirstName LastName>
  • Secondary system administrator: <FirstName LastName>

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If both system administrators are absent, the Movidesk support team will respond to the contact of any other person on your team in case of an emergency.

 

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Centralizing the contact between Movidesk and your system administrators will simplify and expedite communication and troubleshooting. It will also provide you with better visibility on any difficulties (and opportunities!) regarding the use of your new system. Lastly, this centralization helps Movidesk with cost reduction, which is returned to our customers in the form of lower subscription fees.

 

  1. Make decisions regarding if and how to send a satisfaction survey after tickets are closed.

Decide whether or not to send a satisfaction survey after tickets are closed.

If so, define what your survey will be. Choose a survey model to apply and create your survey questions.

We recommend reading these two articles carefully to see all the resources, approaches, and models you can use to design your survey in the system:

 

 

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.

 

  1. Identify how you will input or migrate the data you will need to start using the system. The key data sets are the following:

 

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

 

 

Phase 4 – SLAs and OLAs

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

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.

 

  1. If not using SLAs, define what will be your organization-level agreements (OLAs) within your organization. Get the required approval from the responsible managers.

Keep in mind that OLAs are configured as SLAs in the system and use the exact same resources and features.

 

 

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

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 performance and security issues, 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.

However, you will not be able to benefit from all the integrations and automations that the Movidesk knowledge base offers, such as suggested articles in tickets and chats, conversion of tickets into articles, and article ratings.

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:

Here are our suggested steps for designing and implementing a great knowledge base:

  1. Plan for your knowledge base – creation and maintenance.

A little planning doesn’t take long and can save you a lot of time in the short (and long) run. Analyze and define answers to questions like:

Will your knowledge base:

  • Be the full documentation repository for your products and services, or will it complement other documentation (existing or planned), such as software online help?
  • Be a user guide for your products and services, a solutions repository for troubleshooting, or both?
  • Incorporate other kinds of information beyond your products and services, such as training materials, business tips, or market information?

What audiences your knowledge base will serve:

  • Customers?
  • Employees?
  • Partners?

Will your knowledge base content be accessible only to employees and customers, or will it be publicly accessible?

  • You can also use a mixed approach and make some content public, while restricting access to other content.

How can you structure your knowledge base so that:

  • Users can easily find what they need?
  • Content is easy to maintain and update?
  • Will you need a template or a formal structure for your articles, or can their authors create articles free of any pre-established formats?

 

If you intend to create and publish content gradually, consider prioritizing your content to get the most return out of your effort. Prioritizing will benefit most from addressing aspects such as:

  • Products and areas with higher customer support demand.
  • Knowledge your organization already has available
  • Knowledge your teams feel like they are currently missing.
  • Potential demand from future projects, both from employees and customers.
  • Risks to your business due to the lack of documentation or knowledge.

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If you plan to gradually create and publish content to your knowledge base, consider creating an initial critical mass of content before publishing your knowledge base.

This will prevent users from making too many frustrated searches in your knowledge base and giving up on using it in the future. A few frustrated searches may be enough for a user to never try searching in your new information repository again—and instead call your support team or open a ticket.

 

Now that you’re familiar with what Movidesk has to offer for your knowledge base and have thought about your business needs, 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, like instructions, manuals, FAQs, troubleshooting solutions, pricing, policies, processes, etc.

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.

You can create one or more templates according to the different types of content you will publish. For example, you can have a template for instructions (how to use a software or a product feature) and a different template for FAQs or solutions.

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.

 

 

SLAs and OLAs 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. If you don’t use SLAs, but have an established OLA, you can create an SLA policy in the system to address the OLA.

 

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.
  2. If you don’t have SLAs, create SLA policies for your internal OLAs.

 

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.

 

This diagram illustrates what triggers can do for the customer support team of a software organization. The activities represented by the gray boxes illustrate some typical uses of triggers.

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The diagram only includes a small number of examples. You can use triggers—combined with custom fields, macros, webhooks, APIs, etc.—for virtually endless purposes.

 

A larger version of this diagram is available for download at the bottom of this guide.

 

 

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.

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Automate only critical, clearly defined aspects before you begin using the system. Add automations as you go, so you don’t start with an overly complex environment.

 

 

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.
  2. Either configure or design and implement each of the integrations you identified:

1 – Check whether Movidesk has a standard integration with the tool you want. If it does, follow the relevant article to configure the integration. If not, you can use Movidesk’s open APIs to integrate the two systems.

2 – If planning to integrate Movidesk through its open APIs, make sure you also have the necessary APIs and access for the target application.

3 – Configure the Movidesk standard integration, or use or design and implement the integration using APIs.

4 – Document the scenarios you expect to address with your integration and thoroughly simulate and test those scenarios.

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Use your free Movidesk Sandbox once you are in production and need to simulate or test new configurations and integrations. Just ask Movidesk’s support team for a Sandbox, and they will have it set up in no time.

 

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 – Integrated tests, ticket load, and cut-off

The greater your ticket volumes, customer base, and automation scope are, the more careful we must be with simulations and tests.

Organize and carefully execute your tests. If you have a large organization, consider a phased roll-out. Avoid time consuming and costly parallel runs (doing the same thing in two system at the same time). Movidesk allows you to make changes on the flight and offers you a variety of monitoring and control mechanisms, so with reasonable care you will be ready in no time.

  1. Simulate your operation to test your configurations, integrations, and data.
  2. Review your plan for transition and cut-off.

Transition and cut off plan

The next step is to review your alternatives for the system transition now that you have gathered more information about your new system and gained a better grasp on needs and resources.

While large and complex organizations may require careful planning and execution, simple operations may enjoy an easy and quick transition. Short life-cycle tickets may also make data migration unnecessary in certain cases.

Consider the alternatives your organization has. They may range from:

  • A simple and conservative migration of all open tickets from your previous system (an assumption we’ll make for the next suggested steps)
  • A parallel use of systems while you close tickets in your previous system and open new ones in Movidesk—great for simple, short life-cycle tickets.
  • An aggressive communication strategy, requesting that your customer base recreate open tickets in the new system (not our favorite, but a viable approach in certain situations).

Make sure that any data import, input, or automated migration is designed, planned, and ready to be executed (what, who, how).

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If you need help migrating data from a previous system, Movidesk offers services to help you import data from template spreadsheets or migrate data from Zendesk™ and Freshdesk™. Contact our support team for more information.

 

Update training plans as required.

Include all critical aspects in your training plans, such as:

  • Revised processes and policies.
  • Functionality that agents and managers will use in the system.
  • Automated features.
  • The mobile app.
  • How to communicate with your customers regarding the changes you are making in your tools, processes, and policies.
  • How to get help, so they address questions and issues related to the new processes.
  • How to communicate ideas and suggestions to improve the use of the system—and the overall processes.

 

Update communication plans as required.

Depending on your organization, your communication plan could range from a simple email to your customers to an elaborate communication campaign. Consider at least these questions:

  • Who should be informed about the changes?
  • What is the objective of the information provided to each audience?
  • What information should be provided to each audience?
  • What is the best way to reach each audience?

 

Finally, confirm dates with all involved parties.

 

Go live

  1. Execute training plan.
  2. Complete loading / update of dynamic data – tickets, ticket notes, and attachments.
  3. Go live.
  4. Celebrate!

 

Phase 9 – Monitoring and adjustments

As you use Movidesk, you will have insights into:

  • Additional automation.
  • New uses for features.
  • Expansion of the application of the system to other departments.
  • Other opportunities for continuous improvement.

Continuous analysis of the metrics and KPIs provided by Movidesk is a key helper when monitoring and spotting these opportunities.

Get familiar with the reports and dashboards the system offers and use them as tools to facilitate your day-to-day management and critical analysis of metrics.

 

Customer support process – Sample workflow diagram

Attached is a sample process flow addressing popular best practices in customer support for software products for your reference and perusal. Use Microsoft Visio or Bizagi to edit the VSD file. Use the PDF version for visualization.

 

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.