Ticket Systems in Manufacturing: Boost Efficiency and Productivity

Efficient processes, motivated employees, and transparent communication are key success factors for any modern production environment.

More and more companies are therefore turning to digital ticket systems to structure workflows, avoid bottlenecks, and unlock productivity potential consistently.

➞ Go directly to FORCAM ENISCO’s ticket system here.

Why Ticket Systems Are Essential in Manufacturing

To fully leverage the advantages of Industry 4.0, production processes must be networked, and manufacturing must be organized in a data-driven manner.

Modern ticket systems help translate this networking into tangible efficiency gains by enabling:

Faster response to disruptions
Automated workflows and prioritization
Better communication between shop floor and top floor
Transparent responsibilities and traceability

Experts confirm from experience that digital ticket systems can help achieve productivity increases of up to 20 percent or more—a key goal of smart manufacturing.

Market Pressure Accelerates the Shift Toward Smart Manufacturing

Market pressure is rising: In many manufacturing industries—such as automotive and mechanical engineering—product life cycles are becoming drastically shorter.

To keep up with the pace of technological innovation, processes must be more flexible and digitally managed.

At the same time, idle times caused by machine malfunctions must be further reduced. Ticket systems help ensure that employees use waiting periods productively and that pending tasks are efficiently distributed.

In addition, valuable shop floor knowledge can be documented centrally.

Implementing a Ticket System in Three Steps

1. Machine Connectivity and Data Acquisition

The foundation is the interconnection of machines. Modern solutions such as AC4DC enable connectivity for both new and legacy equipment.
Collected machine signals are harmonized within a unified data model. This semantic data model serves as a “single source of truth,” forming the basis for real-time analyses in advanced systems such as:

a Manufacturing Execution System (MES),
an Enterprise Resource Planning (ERP) system, or
IIoT applications for AI or predictive maintenance.

2. Data Analysis and Evaluation

Real-time data evaluation enables a transparent flow of information.

➞ Added value: MES systems or IIoT applications such as predictive maintenance immediately detect deviations, provide recommendations for action, and reduce or even prevent downtime.

3. Ticket System Deployment

The ticket system completes the loop: notifications, tasks, and incidents are automatically sent as digital tickets to the responsible employees—delivered directly to their smartphone, tablet, or terminal as required.

➞ Advantages:

Decentralized access to information
Automatic assignment based on qualification
Internal knowledge base through ticket history
Ability to define and adjust rules and workflows

The result is an agile, service-oriented production environment.

How a Ticket System Works in Daily Production

Example from practice: When a malfunction occurs or a tool is missing, the system automatically creates a ticket with a unique identification number (ID).

A ticket typically includes:

Creation date and responsible person
Priority (high, medium, low)
Problem description
Status (open, in progress, closed)
Category and affected area

Tickets are automatically assigned to the responsible employees, avoiding duplication of work and communication gaps. Teams save valuable time and increase their responsiveness.

The SOLVE4SF Ticket System – Efficiency on the Shop Floor

The FORCAM ticket system SOLVE4SF is designed specifically for manufacturing and meets all requirements of modern shop floor organization.

It ensures clarity, accountability, and traceability, the foundation for continuous improvement (CIP).

Use Case

A missing tool at a workstation threatens on-time delivery.

The operator triggers a support request directly at the terminal.
The experts responsible in maintenance or logistics receive the notification through the preferred channel—for example, via email or Microsoft Teams message.
They can provide feedback and initiate immediate measures.
Managers gain an overview of duration and frequency of recurring disruptions and can ensure that these are permanently resolved.

The result: Greater transparency, higher productivity, and sustainable process improvements.

Change Management – The Key to Success

Implementing a ticket system is more than just introducing new software—it requires a cultural shift. Structured change management ensures that employees are actively involved and take advantage of the new processes.

Conclusion: Digitalization Starts with Structure

A modern and easy-to-integrate ticket system such as SOLVE4SF is far more than a digital task list—it becomes the backbone of efficient production.
Those who invest early lay the foundation for long-term success in Industry 4.0.

Do you want to know more about this topic or our products?

We will be happy to answer any open questions.

Contact us

Customer Relations

customerrelations@forcam-enisco.net

Questions about the ticket system

After a customer or internal request is received, it is created as a ticket in the helpdesk system. Each access built is given a unique ticket number. This makes the critical individual and can be found quickly in the system. After it has been created, it is assigned to a responsible employee in production.

A ticket system should have a high degree of automation, authorization management, and sophisticated role management. Once the ticket has been assigned to an employee, it is immediately blocked. This prevents several employees from working on the same key, which would lead to pure communication chaos in the latter case. The helpdesk system thus saves the teams time and resources. As a rule, a ticket system leads to the request being processed and solved promptly. Once the ticket has been processed, it is closed. However, a sound system has a ticket history so that access can still be viewed afterward and reopened if necessary.

A sound ticket system also allows assigning the ticket to the corresponding production employee according to the type of request.
A ticket electronically records a request made by a customer or employee. This can be a malfunction or general information about the product or service.

The ticket itself contains, for example:
- A unique number (unique ID), the ticket number
- Who created the key
- When the ticket was created
- The employee who is to process the ticket
- The priority of the access (high, medium, low)
- Contact details of the person who created the ticket
- The ticket status (open, in progress, closed, etc.)
- Description of the problem
- Category of the problem
The following areas are ideal for a helpdesk system:
- All sites related to customer service
- Production
- Security management area
- Facility Management
- HR department
- Call centers and hotlines
- IT departments
- As a flexible system for document management
- As a transparent system for housing management
- As a flexible solution for fleet management
- As a monitoring tool to avoid bottlenecks in resource management
- Ordering system
- Technical projects
Manufacturing that is designed to be service-oriented with the help of a ticket system offers the following advantages:
- Productivity of work is increased through agile ways of working
- Work is independent of time and location
- All activities with their status can be viewed
- Clearly defined organizational processes with different escalation levels
- In imminent machine failures, timely or proactive intervention is possible
- Employees can be trained in a short time
- The tick history creates a knowledge database for employees to consult past approaches to solving problems in the case of current issues
When choosing a ticket system, the following conditions should be met to ensure that the design best fits the needs of the organization:

1) Good usability of the ticket system:

It is also essential that the helpdesk system is easy to use. A good user experience (UX) ensures that support staff can easily find their way around and thus master the whole system in a short time. As a result, staff work through customer queries more quickly. In addition, an easy-to-use user interface reduces training costs for staff.

2) Compare prices:

There are several ticket system providers on the market. Therefore, the company should compare the different providers in terms of tariffs and scope of services. It must be checked whether the range of services offered corresponds to what the company needs. In many cases, a low-cost or even free solution is sufficient.
The ticket systems on the market all have different functionalities. One approach has more functions, the other more minor. The following functionalities should be present in a ticket system in any case so that the process within the production runs smoothly:

1) Automatic processes:

Suppose the ticket system has a high degree of automation (for example, triggers that are time or event-driven) of the various tasks. In that case, this saves valuable time in the overall support process. Automation ensures that specific rules are created for different methods, so that customer requests are already correctly assigned to the respective employee or team. Support at the level of deadlines and escalations through specific rules is also helpful to improve support quality.

2) Support reports:

The ticket system should have extensive analysis and reporting functionality. This way, employees can be evaluated in detail, and the quality of the product can be improved. If the company already uses analysis software, care must ensure that the existing solutions can be easily integrated into the ticket system.

When evaluating the various reports, it is essential to ensure that all labor and data protection aspects are considered.