> ## 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.

# Understand the ticket types

> What each ticket type means: callback, emergency/entrapment, deferred, maintenance, modernization, inspection, and repair.

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.

<Note>
  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.
</Note>

## The seven ticket types

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

### 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.

| Type                     | What it means                                                                                                                          |
| ------------------------ | -------------------------------------------------------------------------------------------------------------------------------------- |
| **Regular Callback**     | A standard service call to address a reported problem.                                                                                 |
| **Emergency/Entrapment** | A high-priority response, such as a passenger trapped in a car, requiring immediate attention.                                         |
| **Deferred Callback**    | A non-urgent service call scheduled for later. Response and downtime are measured against business hours rather than around the clock. |

### 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**.

| Type                  | What it means                            |
| --------------------- | ---------------------------------------- |
| **Maintenance Visit** | A routine, preventive maintenance visit. |
| **Modernization**     | Upgrade or modernization work on a lift. |
| **Inspection**        | A regulatory or safety inspection.       |
| **Repair**            | A specific repair activity.              |

## How the type changes a ticket

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

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

<Tip>
  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](/portfolio/property-kpis). See [Track maintenance performance from tickets](/tickets/maintenance-performance).
</Tip>