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Your Epic Tier 1 help desk, answered instantly, all year
The same AI Command Center that ran your go-live becomes your steady-state Epic help desk. Every call answered instantly, 24/7, at a fraction of the cost of a traditionally staffed Tier 1 desk.
- 0Minutes on holdEvery call answered instantly. No hold queue.
- 24/7Tier 1 coveragePhone, Teams and web chat, around the clock.
- 0Times a caller repeatsWarm transfers arrive with the ticket attached.
- 100%Sev 1 to a personPatient-safety issues bypass the AI.
A new model for Tier 1 support
Healthcare carries the highest cost per help desk ticket of any industry, an estimated $20 to $45 per ticket.* Most of those tickets are the same questions, asked again.
Health systems are signing multi-year, people-heavy outsourcing contracts to keep Tier 1 covered, often trading away Epic expertise and control in the process. There is another way.
- A fraction of the cost of a traditionally staffed Tier 1 desk. The AI absorbs the repetitive volume, so you pay for people only where people are needed.
- A real alternative to multi-year Tier 1 outsourcing. An annual plan, with your Epic expertise and your control kept in-house.
- Your analysts move up the value chain. Tier 2 gets clean, complete tickets, and super users stay on the floor.
- Your knowledge stays yours. Answers come from your approved materials, and your leaders approve every broadcast.
Two front doors. Three outcomes. Nothing dropped.
Every contact ends resolved, ticketed, or with a person.
Two front doors
- How-to answers from your tip sheets
- Live known-issue matching
- Guided Tier 1 diagnosis
- Ticket status on request
Three outcomes, every time
Compared with outsourcing Tier 1
| Multi-year Tier 1 outsourcing | AI Command Center, annual plan | |
|---|---|---|
| Commitment | Multi-year, people-heavy contract | An annual plan |
| Answer time | Hold queue grows with call volume | Every call answered instantly, 24/7 |
| Epic expertise | Often traded away with the contract | Stays with your analysts |
| Knowledge | Lives with the vendor's staff | Your approved materials, under your control |
| Tickets to Tier 2 | Quality varies by analyst and shift | Complete every time, routed to the right queue |
| Cost model | Headcount scales with volume | People only where people are needed |
What your help desk gets
How-to answers on the spot
“How do I release these orders?” is answered from your approved tip sheets and training materials.
Known-issue matching
Checks every problem against your live known-issues list and gives the approved workaround immediately.
Guided diagnosis
Asks what a Tier 1 analyst would: application, workflow, error message, and what the user already tried.
Automatic, complete tickets
User, department, location, workstation, module, severity and steps tried, routed to the right Tier 2 queue.
Warm transfer to a human
Live analysts receive the ticket context first, so the caller never repeats themselves.
Immediate escalation
Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.
Ticket status, self-serve
“What's happening with my ticket?” is answered by phone or chat without waiting on the help desk.
Real-time pattern detection
Flags the same issue surfacing across units and alerts command center leads as it happens.
Tip sheet and broadcast drafting
Drafts tip sheets and floor-wide updates for recurring issues. Your leads approve before release.
AI at Tier 1. Senior analysts behind it.
The AI Command Center handles the front line. Tier 2 can be your own analysts, or FIT's dedicated team of senior Epic analysts through Managed Services. Either way, they start every ticket with the full picture.
How you get there
Start with a go-live
A one-time, time-boxed Go-Live Command Center engagement, measured on your own scorecard.
Move to an annual plan
The command center your users already know becomes your Tier 1 help desk. The go-live fee is credited toward Year 1.
Keep it current
New tip sheets and known issues are added as your build changes. Your leads approve what goes out.
Extend it
Add IT support and patient-facing MyChart help when you are ready.
No go-live on the calendar? Talk to us about starting with your current help desk.
More places to put it to work
The same AI Command Center, pointed at every desk that answers the same questions all day.
Go-Live Command Center
Every go-live call answered instantly. A one-time, time-boxed engagement.See how it worksIT Help Desk
Tier 1 for IT managed services: accounts, devices, printing and network.See how it worksMyChart Patient Support
Patient-facing help with MyChart sign-in and how-to questions, around the clock.See how it works
Questions buyers ask
Is this a replacement for our analysts?
No. The AI absorbs repetitive Tier 1 volume. Your analysts move up the value chain and receive clean, complete tickets.
What does an annual plan include?
Tier 1 coverage by phone, Teams and web chat, 24/7, with the capabilities on this page. We walk through scope and pricing in the demo.
Who handles Tier 2?
Your own analysts, or FIT's senior Epic analysts through Managed Services.
What happens with patient-safety issues?
Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.
How does the knowledge stay current?
Answers come from your approved materials and live known-issues list. The command center drafts new tip sheets for recurring issues, and your leads approve before release.
Do we have to start with a go-live?
Most health systems do, because it proves the model in a time-boxed engagement. If you have no go-live coming, talk to us about starting with your current help desk.
See what Tier 1 could look like
Schedule a 30-minute walkthrough and live demo.
* Cost-per-ticket range based on 2026 industry help desk benchmarks (ScreenMeet; BizAILast). Cost outcomes vary by organization and are measured during your engagement.