Project Support Tickets

Who it was designed for

Installer company users raising an issue about an accessible project, and Solar Survey AI administrators responsible for following it through.

Sign in to your company workspace and open an accessible project. Company roles, including viewers, can create tickets and reply within their permitted company and project scope. Administrative assignment, priority and resolution controls remain with Solar Survey AI staff.

What it does

Create a ticket from the project’s Project support card for missing deliverables, survey quality, scheduling, billing or another project issue. General complaints attach to the relevant project.

Use Support tickets in the company workspace to find your company’s tickets and open the linked project. Read the conversation, current status and resolution when one has been recorded.

Solar Survey AI administrators use a separate queue with title or address search, status and owner filters, and responsible teammate assignment. Moving a ticket into progress, waiting for the client or resolved requires an owner; resolution also requires an explanation.

A client reply to a resolved or waiting-for-client ticket reopens it. Earlier resolution history remains available while the current issue is followed up.

In-app notifications alert the responsible staff member and the original reporter for relevant public replies and resolution updates. Staff appear to clients as SSAI Support; internal notes, ownership and priority-change history stay private to administrators.

Release review

Reviewed November 3, 2026 against the released web and compatible API. Existing company permissions and private-note boundaries apply; notification delivery is in-app only.

How it fits your workflow

Illustrated workflow. These cards explain the process; they are not screenshots of a customer project.

The practical value

A project-linked conversation and recorded resolution give the receiving team a place to follow an issue. Internal ownership helps staff keep responsibility clear while keeping private notes and staff identities out of the client view.

A concrete use case

An installer cannot find an expected deliverable for a survey. A company user opens a ticket from that project and describes what is missing. Support follows up in the ticket, then records a resolution explanation. If the deliverable still does not address the issue, the client replies and the ticket reopens. This is an illustrative workflow, not a customer record or a promised response time.

Requirements and limits

This release uses in-app notifications only. It does not send ticket notifications by email or SMS, and tickets do not include attachments or signatures.

Tickets are scoped to the project’s current company and the user’s permitted project access. A viewer’s ability to report an issue does not grant permission to edit the project, assign staff or close tickets. Showcase projects cannot receive tickets.

Creating, replying to or resolving a ticket does not change survey delivery, quality approval, billing or scheduling state. A resolved ticket is not proof that a report was generated, a payment was made or a visit was rebooked.

The original reporter receives relevant in-app public updates only while still belonging to the project’s current company. Private staff notes do not notify clients.

Production verification covered the administrator queue, owner choices and project form. Client creation and reply behavior was checked with synthetic local accounts; no production client was impersonated and no test complaint was sent to real clients.

Explore related workflows

• All feature guides
• Site-Specific Survey Support Messaging
• Solar Survey Client Portal
• Survey Data and Downloads
• Installer Survey Scheduling