Told to the first person you find
There is no clear process, so issues are reported verbally to whoever is nearby — and the information does not reach the person who can actually solve it.
Issue reporting & follow-up for production plants
Every problem on the floor reaches the right person.
Today issues travel by phone call, maintenance sheet and hallway conversation — and half of them disappear. FactoryTicketing turns them into tracked tickets that route themselves, escalate on their own and only close when the reporter says the problem is really gone.
Set up on one area in a day. No per-operator fees, ever.
- Report by QR in under a minute
- Auto-routed to the responsible
- Closed only when confirmed
Line 4 · Test bench
Test equipment problem
AcceptedProduction Engineer · 3 min
Built with production teams in assembly, machining and test
- NORDPRESS
- VALTEC ASSEMBLY
- KRONA MOTORS
- HELIOS PLASTICS
- BALTIC FORGE
< 60 s
to report an issue with a QR scan and a photo
100%
of tickets carry a named owner from the moment they are created
1 day
to configure areas, categories and responsibles for a pilot area
0 €
per operator — reporters are always free
Figures are pilot design targets, not audited customer averages.
The problem
Sound familiar on your shop floor?
These are the failure modes we mapped in real production plants before building anything.
Nobody available, nothing recorded
"The engineer doesn't answer the phone." If nobody picks up when the problem happens, the issue is simply forgotten — and there is no sign it was ever noted.
People stop reporting
"I've said it so many times already." When nothing visibly happens, operators stop raising problems at all and the plant loses its best early-warning system.
Collecting issues eats time
Maintenance sheets, personal notes and spreadsheets have to be gathered manually, and it is impossible to tell a one-off from a recurring failure.
No follow-up for the reporter
The person who raised the problem cannot see whether anyone owns it, what the status is, or when it will be fixed.
Management flies blind
Leaders cannot see all open issues across the plant, so prioritisation is guesswork and responder workload is invisible and unmeasurable.
The solution
One place for every issue, from a puddle on the floor to a failing test bench
The right person, automatically
Area plus problem category decides the default responsible. Substitution rules cover holidays and shifts, so a ticket never waits for someone who is not on site.
Nothing gets lost
Every report becomes a record with status, full history, photos, location, order and material numbers, and a list of everyone affected.
Escalation built in
An issue open too long is escalated to the area supervisor, then up the management pyramid. Nobody has to chase.
Forward, never dead-end
Support users hand over to the right specialist, or move the issue into the long-term pool when it cannot be fixed today — the reporter still sees where it went.
Make it measurable
Reaction time, lead time, recurring issues per area, workload per responder and department. Real numbers instead of impressions.
Works on the phone in their pocket
Mobile-first, sign in with the company email address, no separate registration, minimal training. Faster than making a phone call.
Product
One system, three very different jobs
Operators get a form that takes seconds. Responders get a prioritised queue. Managers get the plant-wide picture they never had on paper.
Scanned: Line 4 · Station 12
Category
MachineTest equipmentMaterialSafety
Short description
Test bench fails calibration step 3
Photo attached (1)
How it works
From problem to confirmed fix, in five steps
- 01
Report
Scan the station QR code or pick the area, choose the category, add a short and a detailed description and a photo.
- 02
Auto-route
The system picks the default responsible for that area and category and sends a push notification instantly.
- 03
Accept
The responsible accepts the ticket — or re-categorises and forwards it. The reporter sees who owns it.
- 04
Solve or forward
Status comments keep everyone informed. Need a specialist? Forward. Not fixable today? Send it to the long-term pool.
- 05
Confirm
The originator confirms the fix or refuses it with a comment. Only a confirmed issue becomes Closed — and it can be reopened.
Ticket statuses:NewAcceptedForwardedCompletedSent backClosed
Built for every level
Four authority levels, one workflow
Operator
- Start an issue with location, category, description and photo
- Follow the progress of everything they reported
- Confirm or refuse the fix before the ticket closes
- Restart a closed issue in one tap when it comes back
Group leader, engineer, technician, inspector
- Push notification for issues in their area of responsibility
- Accept, comment, complete — with or without instructions
- Forward to the right department when they cannot solve it alone
- Convert to a long-term task and set a substitute when away
Department leader
- Plant-wide overview of all open and closed issues
- Filter by department, area and category
- Automatic escalation for issues with long lead time
- Data for improvement work and resource planning
Selected users
- Manage areas, categories and default responsibles
- Full access to data and configuration
- Onboard and support colleagues
- Export to BI tools for deeper analysis
Coverage
Your areas, your categories, your responsibles
We configure the plant structure with you. Each category in each area has a first-level responsible, so routing is right from day one — and you can change it any time.
Example categories and default responsibles
- Assembly problemTeam Leader
- Aesthetic problemIn-production Quality
- Picking related issueLS Operator
- Equipment problem — generalTeam Leader
- Equipment problem — softwareProduction Engineer
- Test equipment problemProduction Engineer
- Documentation / BOM problemProduction Engineer
- Broken tool or equipmentMaintenance
- Missing tool or equipmentTeam Leader
- Tool developmentProduction Engineer
- Safety problemSHE Coordinator
- General problemMaintenance
Example areas
- Production lines and cells (QR coded)
- Incoming goods
- Incoming quality
- Quality laboratory
- Compressor room
- Offices and meeting rooms
- Common areas
- Hallways, stairs and other
Comparison
Better than a maintenance sheet, simpler than a helpdesk suite
| Paper sheets & verbal | WhatsApp / email | FactoryTicketing | |
|---|---|---|---|
| Reporting an issue | Find someone and tell them | Free-text chat message | QR scan, category, photo |
| Who owns it | Whoever remembers | Unclear | Auto-assigned responsible |
| Reporter sees progress | |||
| Escalation when nothing happens | |||
| Recurring issues visible | |||
| Workload per responder | |||
| Closing needs reporter confirmation | |||
| Cost per operator | — | — | Free |
Measurable
The data you never had before
Every ticket carries timestamps, owners and outcomes. That turns everyday firefighting into an improvement backlog you can prioritise — and export to your BI tool.
Reaction time
From report to accepted, per area, category and responder.
Lead time
How long issues stay open before the reporter confirms the fix.
Recurring issues
Which stations and categories generate the same problem again and again.
Workload
Open and closed tickets per person and department, so resourcing is a fact.
What the floor, the workshop and the office each get out of it
“I scan the code, take a photo and go back to work. Before, I had to walk the line to find the right person and hope they remembered.”
Assembly operator
Line 4, final assembly
“My morning starts with a list instead of five people telling me things at once. I can see what is urgent and what has been waiting.”
Maintenance team lead
Technical support
“For the first time I can show which stations generate the most stoppages, and how long we actually take to react.”
Plant manager
Operations
Illustrative pilot feedback, shown as an example of each role's experience.
Trust
Safe enough for IT, simple enough for the shop floor
EU data hosting
Ticket data, photos and user identities stay on European infrastructure.
GDPR ready
Data processing agreement, retention rules and deletion on request.
SSO on Enterprise
Sign in with your corporate identity provider; email identity for everyone else.
Role-based access
Operator, support, manager and super user see exactly what they need.
99.9% uptime target
Monitored availability with status reporting for plant-critical use.
Your data, exportable
Full ticket export and a BI connection so nothing is locked in.
Pricing
Reporters are free. You only pay for the people who solve.
Operators are the majority of your headcount and charging for them kills adoption. So every plan includes unlimited reporting accounts and is priced per site by the number of responder seats.
Starter
One line or a pilot area
€99/ month per site
Start a pilot- Unlimited operator (reporter) accounts
- Up to 10 responder seats
- QR coded locations and photo reports
- Push notifications and issue history
- Basic reporting
Factory
A full plant
€299/ month per site
Book a demo- Everything in Starter
- Up to 40 responder seats
- Escalation rules and substitution
- Long-term task pool
- Department filters and analytics dashboard
- Data export
Enterprise
Groups with several plants
Custommulti-site agreement
Talk to us- Unlimited seats and sites
- SSO and API access
- BI / Power BI connection
- Custom categories and workflows
- SLA support, onboarding and training
| Feature | Starter | Factory | Enterprise |
|---|---|---|---|
| Unlimited operator reporters | |||
| Responder seats included | 10 | 40 | Unlimited |
| QR locations & photo reports | |||
| Push notifications & history | |||
| Escalation & substitution rules | |||
| Long-term task pool | |||
| Analytics dashboard & export | Basic | Full | Full |
| SSO, API & BI connection | |||
| Custom categories & workflows | |||
| Onboarding & SLA support | Optional | Optional | Included |
Extra responder seats
€8 per seat / month
Onboarding & plant setup
One-off fee, areas and categories configured with you
Annual billing
Two months free
First 30 days free on one area, so you can prove it before you roll it out. Prices are indicative list prices, excluding VAT.
Frequently asked questions
Start with one area. Prove it in 30 days.
We will map your areas, categories and responsibles, print the QR labels and run a pilot with your operators, support team and managers. If it does not reduce lost issues, you walk away.
- · 30 minute walkthrough, no slide deck
- · Setup on one area within a day
- · Unlimited operators, always free