# Report of ticket by drop-down field

## Definition

The report of the ticket by the drop-down field will list the entire number of [tickets with the information of the drop-down field](/stringeex-tong-dai-cham-soc-and-quan-ly-khach-hang/en/ii.-system-features/9.-settings/9.1-service-management-customer-service/9.1.5-ticket-configuration/ticket-field-configuration.md).

<figure><img src="/files/MYXhIwEI26lsxTpdTaRM" alt=""><figcaption><p>Image 1: Report of ticket by drop-down field</p></figcaption></figure>

## Filter for report of ticket by drop-down field

Currently, the system has 3 main filters: by time, by drop-down fields in the ticket, and by Agent.

<figure><img src="/files/LThtWzqHEroM9mDxzIJo" alt=""><figcaption><p>Image 2: Filter for report of ticket by drop-down field</p></figcaption></figure>

**(1) Time:** the system returns information according to the date, week, and month (Note: the maximum period of each filter is 31 days).&#x20;

**(2) Fields:** is the field name in the drop-down format in the ticket, multiple fields can be selected in one filter.&#x20;

**(3)** [**Agent**](/stringeex-tong-dai-cham-soc-and-quan-ly-khach-hang/en/ii.-system-features/9.-settings/9.2-hr-and-team-management/9.2.1-personnel.md)**:** Agents have accounts on the system can choose many Agents at one filtering. Note: If you do not select any filter information, the system will return all results according to all filter fields.

***Note:** If you do not select any filter information, the system will return all results according to all filter fields.*

## Information Fields for report of ticket by drop-down field

<figure><img src="/files/mQ3Ahyfc7TjnQl524YJe" alt=""><figcaption><p>Image 3: Information Fields for report of ticket by drop-down field</p></figcaption></figure>

**(1) Field name:** the name of the field in the drop-down format in the ticket.&#x20;

**(2) Number of tickets coming from the call:** the tickets generated from the inbound calls, the outbound calls contain the information of the drop-down field.&#x20;

**(3) Number of tickets:** all the system's tickets (call channels, chat, mail, ...) have information of the created drop-down field.&#x20;

**(4) Total talk time:** the total talk time of calls of incoming call records with drop-down field information.


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