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Every ticket in Lift AI has an entry type that describes the kind of service it records. The type controls which fields a ticket has and how it counts toward performance. Use this article to learn what each type means.
Ticket types are visible to anyone who can see tickets. Choosing or changing a type when creating or editing a ticket is limited to the consultant role.

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The seven ticket types

Lift AI supports seven entry types, grouped into callbacks and scheduled work.

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Callbacks

Callbacks are service responses to a problem. They capture a Call Time, a Problem Type, and a Problem Description, and they drive callback and response-time performance.

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Scheduled and project work

These types record planned visits and longer work. They capture Arrival Time and Departure Time instead of a call time, and the corrective-action field is labeled Work Performed.

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How the type changes a ticket

The entry type determines what a ticket asks for and how its times are labeled:
1

Callback types

Show Problem Type and Problem Description fields, a Call Time, and label the work field Corrective Action. The time fields read Response Time and Resolution Time.
2

Scheduled and project types

Omit the problem and call-time fields, label the work field Work Performed, and label the time fields Arrival Time and Departure Time.
Pick the type that matches what actually happened. Because callbacks and maintenance visits feed different KPIs, the type you choose affects the completion-rate and callback numbers on the property KPIs. See Track maintenance performance from tickets.