Epic Support & Help Guide
What is Epic Support 2026: Complete Guide to Getting Help with Epic EHR?
Everything about Epic support - from internal help desks to Epic UserWeb and Galaxy. Learn how to get help with Epic EHR issues, access support resources, and troubleshoot...
Epic does not have a public help desk you can call. Support flows through your organization first. Here is how the tiered model works and which resources are actually available to you.
Epic Support Levels
Epic routes everything through your internal team first. You will never call Epic directly unless your org's analysts have already exhausted their options. Here is each tier and what it handles:
Tier 1: Internal Help Desk
Your organization's IT help desk - first point of contact
Handles: Password resets, basic navigation, common workflow questions
Response Time: Minutes to hours
Tier 2: Internal Epic Team
Your organization's Epic analysts and support staff
Handles: Build issues, workflow changes, reporting, optimization
Response Time: Hours to days
Tier 3: Epic Technical Services (TS)
Epic's support team for customer organizations
Handles: Complex technical issues, bugs, system problems
Response Time: 24-72 hours (varies by severity)
Epic Development
Epic software engineers for product issues
Handles: Software bugs, enhancement requests, root cause analysis
Response Time: Varies by priority
Epic Support Resources
Epic UserWeb
userweb.epic.com
Online portal for Epic-certified staff
- • Training materials
- • Documentation
- • Release notes
- • Nova notes
- • Best practices
Access: Epic certification required
Epic Galaxy
galaxy.epic.com
Community forums for Epic customers
- • Peer discussions
- • Solution sharing
- • Best practices
- • Implementation stories
Access: Epic customer organization
Epic Sherlock
Internal tool
Knowledge base for Epic staff
- • Troubleshooting guides
- • Known issues
- • Solutions database
Access: Internal IT staff
Epic Playground
Organization-specific
Training environment for practice
- • Safe testing
- • Training scenarios
- • Build testing
Access: End users via IT
Common Epic Issues & Solutions
| Issue | Solution |
|---|---|
| Login problems | Contact internal help desk for password reset or account unlock |
| Slow performance | Clear cache, check network, contact IT if persists |
| Missing buttons/features | May need security role update - contact Epic team |
| Documentation not saving | Check for required fields, try different browser |
| Reports not running | Verify parameters, check for data access issues |
| Interface errors | Contact IT for interface/integration troubleshooting |
Getting Help Effectively
Document the Issue
Write down the exact error message, steps to reproduce, patient MRN (if applicable), timestamp, and what you were attempting. Vague tickets get deprioritized.
Start with Internal Resources
Check tip sheets, quick reference guides, and your internal knowledge base before submitting a ticket. Most common issues are already documented — your analysts will send you back to those resources anyway.
Use the Right Channel
Emergency patient safety issues: Call immediately. Workflow questions: Email or ticket. Match urgency to channel.
Emergency Support
For patient safety issues or system outages, contact your organization's emergency IT line immediately.
Epic provides 24/7 emergency support for critical issues through Technical Services.