> ## Documentation Index
> Fetch the complete documentation index at: https://help.liftai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Track maintenance performance from tickets

> How tickets feed completion-rate and callback KPIs.

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.

<Note>
  The ticket performance summary and portfolio KPIs described here are available to the **consultant** role.
</Note>

## Read the summary on the Tickets page

The [Tickets page](/tickets/browse-tickets) 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.

## How tickets become KPIs

The fields you record on a ticket drive the metrics:

<Steps>
  <Step title="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](/tickets/ticket-types).
  </Step>

  <Step title="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.
  </Step>

  <Step title="Hours roll into totals">
    Time on site and maintenance hours feed the **Total Hrs.** and **Maintenance Hrs.** figures and the completion rate.
  </Step>
</Steps>

<Note>
  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](/tickets/edit-a-ticket).
</Note>

## See the rolled-up numbers

* **Per property** — callback rate, emergency calls, and maintenance completion appear on the [property KPIs](/portfolio/property-kpis).
* **Across the portfolio** — open [Insights](/insights/open-a-dashboard) 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](/insights/request-a-report).

<Tip>
  If a property's maintenance completion or callback rate looks off, start from its tickets: filter the [Tickets table](/tickets/browse-tickets) to that property and check that each ticket's type and times are correct.
</Tip>