---
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: 2026-09-30
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

### Reporting a PatientOS issue

PatientOS (the AI consultation assistant) reports its own failures to our team automatically, so you do not need to reproduce the error. To let us match your ticket to that report, always include:

- **Document type** — prescription, OP consultation, referral letter, medical certificate, or lab order
- **The exact error text** — e.g. "Could not save the consultation: [ENCOUNTER_REQUIRED] An open encounter is required…". Keep any `[CODE]` prefix and the text after the colon
- **Create or edit** — and, if editing, which record you picked
- **Date and approximate time** of the attempt

The full conversation is stored with the consultation; open it from PatientOS's **Conversations** sidebar to copy the exact exchange into the ticket.

## 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.