EHR Support Desk Workflows for Healthcare IT Teams
Electronic Health Records (EHRs) are mission-critical systems. When access breaks, performance slows, or integrations fail, patient care is impacted immediately. Healthcare IT teams need an EHR support workflow that resolves issues quickly without creating compliance risk or overwhelming clinical staff.
This use case shows what effective EHR support looks like, and how healthcare IT teams can use Giva to support EHR users safely, efficiently, and at scale.
The Challenge: Supporting EHR Users Without Slowing Down Care
Healthcare IT teams face a unique mix of pressures when supporting EHR systems:
- Clinicians need fast resolution with minimal friction
- EHR issues are often urgent, but not all are true emergencies
- Tickets may contain sensitive information if not handled correctly
- Tier-1 teams lack visibility into recurring EHR problems
- Escalations to EHR specialists happen too often — and too late
Without a purpose-built workflow, EHR support becomes reactive, inconsistent, and risky.
The Challenge: Supporting EHR Users Without Slowing Down Care
Healthcare IT teams face a unique mix of pressures when supporting EHR systems:
- Clinicians need fast resolution with minimal friction
- EHR issues are often urgent, but not all are true emergencies
- Tickets may contain sensitive information if not handled correctly
- Tier-1 teams lack visibility into recurring EHR problems
- Escalations to EHR specialists happen too often — and too late
Without a purpose-built workflow, EHR support becomes reactive, inconsistent, and risky.
What "Good" EHR Support Looks Like
A well-designed EHR support desk workflow helps IT teams respond faster and smarter:
- Clinicians submit issues through guided intake: Requests are easy to submit and structured to capture what IT needs without unnecessary back-and-forth.
- EHR-related tickets are clearly identified: EHR issues are categorized separately from general IT requests for better routing and reporting.
- PHI-safe handling is built into the process: Tickets avoid unnecessary exposure while still capturing meaningful context.
- Smart routing sends tickets to the right team: Tier-1 handles common issues; complex problems go directly to EHR specialists.
- Escalations are controlled and visible: IT leaders can see patterns, bottlenecks, and repeat issues.
- Every action is logged and auditable: Nothing is lost in emails or side conversations.
Common EHR Support Pitfalls
Many healthcare organizations struggle with EHR support because their tools weren't designed for clinical environments:
- EHR tickets mixed in with everyday IT requests
- Free-text tickets that invite oversharing of sensitive details
- Manual triage that delays urgent issues
- Too many escalations to EHR admins
- No clear reporting on repeat EHR incidents or outages
Over time, these gaps increase clinician frustration and make IT harder, not easier.
Common EHR Support Pitfalls
Many healthcare organizations struggle with EHR support because their tools weren't designed for clinical environments:
- EHR tickets mixed in with everyday IT requests
- Free-text tickets that invite oversharing of sensitive details
- Manual triage that delays urgent issues
- Too many escalations to EHR admins
- No clear reporting on repeat EHR incidents or outages
Over time, these gaps increase clinician frustration and make IT harder, not easier.
How Giva Supports EHR Help Desk Workflows
Giva's Help Desk software supports EHR environments by combining structured workflows, strong access controls, and healthcare-ready design.
Guided Intake for Clinical Users
Giva enables structured ticket submission so clinicians can report EHR issues quickly, without guesswork. Required fields and clear prompts help IT capture the right information the first time.
Clear EHR Issue Categorization
EHR-related tickets can be categorized and tracked separately, making it easier to:
- Route requests to the right team
- Identify recurring EHR issues
- Report on EHR performance trends
PHI-Aware Ticket Handling
Giva supports healthcare environments by helping teams control how sensitive information appears in tickets, with role-based access and auditability built in.
Role-Based Routing and Escalation
Tickets can be routed based on issue type, urgency, or user role. This reduces unnecessary escalations and keeps EHR specialists focused on the issues that truly require their expertise.
Visibility During High-Volume Events
During EHR slowdowns or outages, Giva supports coordinated response by allowing related tickets to be linked together. Updates made once can be shared across affected requests, reducing duplicate work and confusion.
Full Audit Trails and Reporting
Every action, from ticket creation to resolution, is logged. IT leaders gain visibility into response times, problem patterns, and support load without relying on manual tracking.
Healthcare IT Teams Using Giva
Healthcare organizations can use Giva to support complex clinical systems while maintaining control and accountability. Teams report faster resolution of EHR issues, fewer unnecessary escalations, and clearer insight into recurring system problems, all without compromising compliance.
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We selected Giva in 2014 because you were $1 million cheaper and had about 80% of the functionality of ServiceNow®, and we could get up and running in many orders of magnitude less time with Giva than ServiceNow.
Mike Norman
Director
Giva's HIPAA compliant cloud IT help desk application has been an important foundation to our new strategy in IT, and has helped us achieve a 90% Service Level Agreement (SLA) compliance.
Louis Duhé
Vice President & Chief Information Officer
Giva is very easy to use and intuitive, and quick and cost-efficient to set up and customize. It is a highly visual product with icons and 'human friendly formats' that remind me of the Apple genre, with a clean, easy, elegant and simple to use interface.
Michael Kircher
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David Burne
IT Leader
Giva is a pleasure to use, it is highly functional, we were up and running fast and the technical support is outstanding. We are very pleased with our choice of Giva.
Chris Jerry
Support Center Manager
Giva is an outstanding IT service desk product and we recommend it to anybody that wants to increase customer satisfaction and IT productivity while lowering costs by saving man-hours.
Eric Taylor
IT Manager
The Giva Service Management Suite is a highly reliable solution which meets the demanding and high expectations of our customers.
Jim Kline
Director of Technology Group Operations
Which Solution Is Right for You?
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EHR support doesn't have to be chaotic or risky. With the right workflow, healthcare IT teams can resolve issues faster while keeping clinicians focused on patient care.
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