# 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](https://help.stringeex.com/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).

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/AWp0L1GBig20KuiUxV2i/image.png" 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="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/C2QZFxaD2yQO4jGMcT0P/image.png" 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**](https://help.stringeex.com/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)**:** 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="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/eZ7hua2vILxzGpeAbaJB/image.png" 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.