# Support Tickets

Submit a support ticket through JSM when you need help from the Welkin Health technical support team with platform issues, bugs, or configuration questions.

***

## When to submit a ticket

Use a support ticket for:

* Unexpected errors or system behavior
* Data discrepancies or sync issues
* Questions about platform configuration not answered in the documentation
* Issues affecting patient care workflows

{% hint style="info" %}
For new licenses, user provisioning, or configuration change requests, use the [Work Requests & Licenses](/support/submit-a-request/jsm-work-requests.md) portal instead.
{% endhint %}

***

## How to submit a ticket

1. Navigate to the **Welkin JSM support portal** (link provided by your implementation team or CSM)
2. Click **Create ticket** or **Submit a request**
3. Select the appropriate issue category
4. Fill in all required fields – the more detail you provide, the faster the resolution:

| Field                  | What to include                                   |
| ---------------------- | ------------------------------------------------- |
| **Summary**            | One-line description of the issue                 |
| **Description**        | What you expected vs. what actually happened      |
| **Steps to reproduce** | Exact steps to recreate the issue                 |
| **Environment**        | Affected tenant, user roles, browser/device       |
| **Attachments**        | Screenshots, error messages, or screen recordings |

5. Submit and note your ticket number for tracking

***

## Tracking your ticket

Once submitted, you can view status updates directly in the JSM portal. You will also receive email notifications when the status changes or when the support team responds.

***

## Escalating a ticket

If a ticket is not progressing or the issue is critically impacting patient care:

1. Reply to the ticket with updated context and urgency
2. Contact your **Customer Success Manager** directly
3. Reference the ticket number in all escalation communications

***

## Related

* [Support Plans & SLAs](/support/about-support/support-overview.md) – understand response time commitments
* [Work Requests & Licenses](/support/submit-a-request/jsm-work-requests.md) – for operational changes, not bugs
* [Product Feature Requests](/support/submit-a-request/product-feature-request.md) – for product improvement ideas


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.welkinhealth.com/support/submit-a-request/support-tickets.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.