We've made it easier to stay informed when something comes up with your solar system. Whether our monitoring team detects an issue or you reach out to us directly, you can now track the status of your support request in real time — right from your Palmetto account.
Note: This feature is being released in phases and may not yet be available to all customers.
What Is a Ticket?
A ticket is a support request tied to your account. Whenever a request is created, by you or our team, it becomes a ticket.
Tickets let you easily see:
• The current status of your request
• Updates from our team
• Any next steps needed from you
There’s no need to call or follow up separately. Everything is available in one place.
When Will I See a Ticket?
A ticket is created in the following situations:
Our monitoring team detects an issue — If we identify a problem with your system, we open a service case on your behalf. That case will automatically appear as a ticket in your account.
You contact us through chat — If you reach out via the Messenger in the Palmetto app or on our website and a case is created, you'll be able to track it as a ticket.
You contact us by email — If you email our support team and a case is opened, that will also show up as a ticket so you can follow along without needing to check your inbox for every update.
You contact us by phone — If you call us and a case is created, it will appear as a ticket in your account so you can track it.
Where to Find Your Tickets
You can view your open tickets in two places:
Palmetto mobile app — Navigate to the Support section to see your active tickets and their current status.
Desktop (help.palmetto.com) — Log in and go to the Support area to access the same view from your browser.
You must be logged in to see a list of your open requests. This feature is unavailable for users who are not logged in when contacting support.
Understanding Ticket Status
Each ticket displays a status so you know exactly what's going on with your support case. The status labels you'll see depend on how your request was submitted.
New/Open — Your request has been received and our team is on it.
In progress — Active work is underway on your case.
Waiting on you — We need a response from you to continue. Check your inbox or the Messenger for our latest message.
Resolved — The issue has been addressed OR the conversation has been closed due to inactivity.
If anything comes up again after a ticket is resolved, simply reach out to us and we'll open a new one.
Frequently Asked Questions
Do I need to do anything to set this up?
No. If you have an active support case, it will appear in your account automatically. Just log in and go to the Support section.
Will I still get email updates?
Yes. Email notifications aren't going away. Tickets are an additional way to track your case — you don't have to choose one or the other.
I emailed support. Will I see that as a ticket?
Yes. When you contact us by email and a case is opened, that will show up as a ticket in your account just like any other support request.
My ticket says "Waiting on you" — what does that mean?
It means our team has reached out and needs a response from you before we can continue. Check your email or the Messenger for any messages from our support team.
I don't see a ticket but I think there's an issue with my system. What should I do?
Reach out through the Messenger in the app or on our website and we'll take a look. If a case needs to be created, it will appear as a ticket right away.
If you have questions about a ticket or want to check on the status of a service request, our support team is ready to help.