---
title: "Raising Tickets and Reporting Issues"
description: "How to report bugs, request features, or get support help through the NICE HMS in-app ticketing system."
date: 2026-07-19
lastModified: 2026-07-22
category: "getting-started"
author: "Dr. Umesh Bilagi"
beta: false
---

## Overview

NICE HMS has a built-in ticketing system accessible from the Admin sidebar. Submit a ticket to report bugs, request features, or get help. The NICE HMS support team tracks and resolves every ticket.

## Submitting a Ticket

1. Log in with any account.
2. From the sidebar, click **Admin** > **Contact Us**.
3. Fill in the ticket form:

| Field | Description |
|-------|-------------|
| **Mobile** | Your contact number for follow-up |
| **Category** | Bug (Product Issue) / Billing Issue / Feature Request / General Inquiry |
| **Priority** | High / Medium / Low |
| **Content** | Detailed description — what happened, what you expected, steps to reproduce |

4. Click **Submit**.

The **Subject** is auto-generated from your organization ID and name — you do not need to fill it in. After submission, you will see a confirmation message. A NICE HMS team member will follow up with you.

## Tracking Your Tickets

All your submitted tickets appear in the **Your Tickets** table below the ticket form. Each ticket shows its ID, subject, category, priority, status, and creation date. Click **View** on any ticket to see the full details including the original message, resolution notes, and timestamps.

Tickets move through the following pipeline:

- **Open** — Ticket received, awaiting review
- **InProgress** — Team is actively working on it
- **Resolved** — Fix deployed or question answered
- **Closed** — Confirmed and completed

Use the **Refresh ticket list** button to fetch the latest status. You will also receive an email notification when your ticket is resolved or closed.

## Best Practices for Bug Reports

To help us resolve your issue quickly, include:

- **What you were doing** — e.g., "Creating an OPD registration for patient ID 12345"
- **What happened** — e.g., "Got an error message: 'Failed to save'"
- **What you expected** — e.g., "Registration should have been created"
- **When it happened** — Date and approximate time
- **Browser** — Chrome / Firefox / Safari / Edge
- **Screenshot** — If possible, attach a screenshot of the error

## Support Channels

| Channel | Use For |
|---------|---------|
| **In-app ticket** | Bug reports, feature requests, account issues |
| **Email** (admin@nicehms.com) | Urgent issues, billing inquiries |
| **Phone** (+919611560555) | Critical / system-down emergencies |

## FAQ

**Q: How long until my ticket gets a response?**
A: Most tickets receive a first response within 24 hours. Critical issues flagged as high priority are addressed sooner.

**Q: Can I check the status of my ticket?**
A: Yes. All your tickets and their current status are visible in the **Your Tickets** table on the Contact Us page. Click **View** to see full details including resolution notes.