---
title: "Reseller Panel"
description: "How resellers create and manage client organizations in NICE HMS — register new organizations, view client accounts, send renewal emails, and manage payments."
date: 2026-07-19
lastModified: 2026-07-20
category: "reseller"
author: "Dr. Umesh Bilagi"
beta: false
---

## Overview

The Reseller Panel lets you create and manage client organizations under your reseller account. As a reseller, you can register new organizations, view your client list, send subscription renewal emails, and manage payments.

## Accessing the Reseller Panel

1. Log in with your reseller account.
2. From the sidebar, use these links based on your role:

| Sidebar Link | Roles | Purpose |
|-------------|-------|---------|
| **Admin** | Owner only | Create and manage resellers, diagnostic tests, posts, testimonials, AI tokens, and insurance |
| **Reseller** | Owner, Reseller | Manage your client organizations and payments |
| **Cloud Functions** | Owner, Employee, Reseller | View API usage analytics per organization |
| **Tickets** | Owner, Employee | View and manage support tickets submitted by organizations |

The **Reseller** manage page has two options:

- **Create New Organization** — Register a new client organization
- **My Organizations** — View and manage your existing client organizations

## Creating a New Organization

1. From the manage page, click **Create New Organization**.
2. Fill in the organization details — name, type, address, state, district, contact information.
3. The organization is created under your reseller account.
4. The admin user receives setup instructions via email.

## Managing Your Organizations

Click **My Organizations** to see a table of all your client organizations:

| Column | Description |
|--------|-------------|
| ID | Organization ID |
| Organization | Organization name |
| Validity | Subscription expiry date |
| Last Login | Most recent login to the organization |
| Send Email | Send a renewal reminder email with your contact details |
| Price Plan | Current pricing plan (Free, Starter, Professional, etc.) |
| Phone | Organization contact number |
| Email | Organization email address |
| Max Users | User limit under the current plan |
| ResellerID | Your reseller ID |

### Sending Renewal Emails

From the My Organizations table, click **Send Email** for any organization. This opens a pre-filled email with:

- The organization's subscription expiry date
- Your name, mobile, and email as the reseller contact
- A reminder to renew to avoid service interruption

You can edit the email body before sending.

### Managing Payments

Click an organization's ID in the table to open the payment page. Here you can:

- View the organization's current plan
- Calculate pricing based on plan and extra users
- Process plan upgrades and payments

See [Reseller Pricing](/docs/reseller-pricing) for plan details.

## Managing Tickets

The **Tickets** sidebar link opens a searchable table of all support tickets submitted by your client organizations. This is available to owners and Nice HMS support staff.

### Ticket List

The table shows:

| Column | Description |
|--------|-------------|
| ID | Ticket number |
| Subject | Auto-generated from organization ID and name |
| Organization | The client organization that submitted the ticket |
| Category | Bug, Billing Issue, Feature Request, or General Inquiry |
| Priority | High, Medium, or Low |
| Status | Pipeline stage as a colored badge |
| Created | Submission date |
| Action | **View** button to open ticket detail |

Use the page buttons at the bottom to navigate. Each page shows up to 20 tickets. Click **Refresh** to reload the list.

### Ticket Detail

Clicking **View** on any ticket opens the detail page with:

- **Left panel** — Full ticket content, organization name, submitter name, email, mobile, and role
- **Right panel** — Category, priority, status badge, created/updated/closed dates
- **Status Update** — Dropdown to change the pipeline stage and an optional resolution note

### Updating Ticket Status

The pipeline stages are:

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

When you set a ticket to **Resolved** or **Closed**, an email notification is automatically sent to the submitter with the resolution details.

### Resolution Note Guardrails

Resolution notes are validated before saving. The system rejects notes that contain code, file paths, stack traces, or other internal implementation details. This ensures end users receive clear, human-readable responses.

## Cloud Functions

The **Cloud Functions** sidebar link provides access to API usage analytics. Owners and employees see all organizations; resellers see only their own client organizations.

### Month Wise API Count

Displays a table of organizations with their API call counts for a given month and year. This helps track which client organizations are actively using the platform and their API consumption levels.

## FAQ

**Q: Can I set different pricing for different organizations?**
A: Yes. Pricing is configured per organization based on the plan and number of users. See [Reseller Pricing](/docs/reseller-pricing).

**Q: How do I know when a client's subscription is expiring?**
A: Check the **Validity** column in My Organizations. You can send a renewal email directly from the table.