Raising Tickets and Reporting Issues

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

Log in with any account.
From the sidebar, click Admin > Contact Us.
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

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.