This parameter has been created as an internal field, which helps you to analyse which questions are asked more frequently and which tickets types require the most time to be solved.
Examples of tickets types:
- An unexpected error;
- Recurring request;
- Our error;
The types can be chosen in the system settings: Management ->Tickets settings ->Types.
It is also possible to display the types choice for the Customer, if necessary (for the customer to choose the necessary type). This field is defined as internal by default and only agents have access to it.