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Tickets are the raw material behind Lift AI’s performance numbers. Each ticket’s type, times, and hours roll up into the maintenance-completion and callback metrics you see on the Tickets page, the property KPIs, and the Insights dashboards. Use this article to understand how that flow works.
The ticket performance summary and portfolio KPIs described here are available to the consultant role.

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Read the summary on the Tickets page

The Tickets page shows a summary bar above the table that totals the currently filtered set of tickets:
  • Tickets — the number of tickets in view.
  • Total Hrs. — total time on site across those tickets.
  • Maintenance Hrs. — the share of that time spent on maintenance.
  • Regular Callbacks, Deferred Callbacks, and Emergency/Entrapments — callback counts by type.
Because the bar reflects your current filters and date range, narrowing the table to one property or type updates these totals to match.

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How tickets become KPIs

The fields you record on a ticket drive the metrics:
1

Entry type sets the metric

A Maintenance Visit counts toward maintenance completion, while Regular, Deferred, and Emergency/Entrapment callbacks count toward callback rates. Choosing the right type matters — see Understand the ticket types.
2

Times drive response and downtime

For callbacks, the Call Time, Response Time, and Resolution Time determine response time and downtime. Deferred callbacks are measured against business hours.
3

Hours roll into totals

Time on site and maintenance hours feed the Total Hrs. and Maintenance Hrs. figures and the completion rate.
Because editing a ticket can change these numbers, saving a ticket refreshes the related KPIs. Correcting a ticket’s type or times is the way to fix a metric that looks wrong. See Edit a ticket and its fields.

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See the rolled-up numbers

  • Per property — callback rate, emergency calls, and maintenance completion appear on the property KPIs.
  • Across the portfolio — open Insights to view interactive analytics reports for your portfolio. The reports available to you depend on your plan and what’s been set up for your account; if you don’t see one that covers maintenance trends, you can request a report.
If a property’s maintenance completion or callback rate looks off, start from its tickets: filter the Tickets table to that property and check that each ticket’s type and times are correct.