Elevator Ticketing System
Tickets that raise themselves.
When a lift throws a fault, the suite opens a ticket automatically, categorised, prioritised and routed to the right technician, with the decoded controller data already attached. No phone call needed to start the clock.
The problem
The clock was already running. You just were not counting.
In most elevator operations a ticket only exists after a human writes it down. A call comes in. Someone notes it on a pad. Someone else assigns it later. By then an hour of the response window has gone unmeasured, and the record starts at the wrong moment.
Complaints live in WhatsApp threads. Priority is decided by tone of voice. And when a client challenges a response time at contract review, the defence is memory against memory.
A ticketing system that starts at the fault rather than the phone call changes the numbers and the argument at the same time.
Today
A complaint sits in a WhatsApp group for two hours before anyone opens a record
With the suite
The ticket exists the moment the controller faults, before the building manager reaches for the phone
Today
Priority is whoever shouted loudest this morning
With the suite
Priority comes from fault severity, contract tier and SLA exposure, applied the same way every time
Today
A client disputes response time and the argument comes down to memory
With the suite
Every state change is timestamped and the report is pulled in seconds
Today
The technician arrives without knowing what the lift was doing before it stopped
With the suite
The decoded fault and the signal history are attached to the job card before dispatch
Three ways in
Every complaint lands in one queue.
Automatic, manual and customer-raised tickets share the same states, the same categorisation and the same SLA rules. There is no second list to check and no format to reconcile at the end of the week.
Automatic, from the controller
The interface board reads the fault register directly. When the drive throws a code, the firmware decodes it and a ticket opens with the unit, the site, the fault code in plain language and the signal history around it.
Logged by your call desk
A building manager phones in. The operator picks the site, the unit auto-fills with its live status, and the ticket lands in the same queue with the same categorisation rules.
Raised by the customer
A facility team submits through a portal scoped to their sites. They see status and updates without an email chain, and your team sees the ticket alongside everything else.
Life of a ticket
Six states. Every one timestamped.
State names and transitions are built to your process during the engagement. This is the shape most elevator operations land on, and the audit trail behind it is what turns a dispute into a document.
Raised at the fault, SLA clock starts
Routed to a technician by skill and load
Arrival captured from the mobile job card
Work, parts, and findings recorded
Confirmed and written to service history
Raised
Ticket created with source, unit, site, contract and priority. The SLA clock starts here, at the fault, rather than whenever someone got round to writing it down.
Categorised
Door fault, drive fault, levelling, noise, brake, display, call registration. Category comes from the decoded fault where the ticket is automatic, and from a controlled list where it is manual.
Assigned
Routed to a technician by skill, current location and open workload. Assignment writes a job card into dispatch rather than sending a message someone has to act on.
On site
The technician marks arrival from the mobile job card. Arrival time is captured against the ticket, which is what a response-time SLA is actually measured on.
Resolved
Work done, parts used, findings recorded. If the visit uncovered chargeable work, a proposal is raised from the same screen without retyping anything.
Closed
Closure notes, customer confirmation where the contract requires it, and the whole thread written into the unit service history permanently.
Send us your SLA schedule. We will show you exactly how the ticket clock would run against it.
Book a Session →SLA tracking
Escalate before the breach, not after it.
An SLA report that tells you last month was bad is an autopsy. The value is in seeing which open tickets are heading for a breach while there is still a technician available to move.
Targets, exceptions and escalation ladders are written to your contracts during the build, because a four-hour urban response and a next-day rural response are not the same promise and should not share a rule.
Response and resolution targets defined per contract tier, not per system default
Clocks that pause and resume against agreed exceptions such as site access or awaited parts
Escalation ladders that fire at configurable thresholds before a breach, not after
Breach risk visible on the queue while there is still time to move someone
Timestamped state history on every ticket, exportable as a client-ready report
Performance rollups by technician, site, city, contract and client
A sample elevator dashboard. Real targets and results are built to your contract tiers.
Why RnD Square
The ticket is only as good as the signal behind it.
Automatic ticketing only works if something is genuinely reading the lift. RnD Square designs the interface hardware and writes the controller firmware in house, so the fault that opens the ticket is a decoded controller event rather than a guess from a generic gateway that measures voltage and hopes.
Everything above the hardware is engineered to your specification. Your states, your categories, your escalation ladder, your report formats. Where a fixed platform would ask you to approximate your process with the fields it happens to have, this is scoped as a build.
Ticketing is usually the first module we deliver, because it is where the pain is most visible and where a working system pays back fastest. See the full elevator management software suite for how the rest connects.
FAQ
Common questions
Yes. Automatic tickets from controller faults, tickets logged by your call desk, and tickets submitted by building managers through a customer portal all land in the same queue with the same states and the same SLA rules. There is no second inbox to remember to check.
Related
Connected modules.
Start the clock at the fault.
Tell us your controller types and your SLA tiers. We will come back with what automatic ticketing would look like on your elevators.