TriageWell reads each Epic® incident as it arrives in ServiceNow, identifies the Epic workflow involved, and assigns it to the correct application team automatically — with a work note explaining every decision.
Runs entirely inside your ServiceNow instance. Ticket text — including any PHI it contains — never leaves your environment.
The problem
“The med isn’t on the MAR” might be a Willow build issue, a ClinDoc problem, or a downed interface. Every Epic incident that lands at your service desk has to reach the right application team — so tickets bounce between Epic teams, each reassignment adds hours to resolution, and clinicians lose time in workarounds while they wait.
Meanwhile, the people doing that manual triage are often Epic-certified analysts — some of the most expensive triage staff in IT, spending their hours reading tickets instead of resolving them.
How it works
A pre-built model of Epic application areas, module vocabulary, and the way clinicians actually describe problems — no months of training on your historical data before it’s useful.
A guided ninety-minute workshop maps TriageWell onto your actual assignment groups — only the Epic modules and teams your organization runs, however you’ve organized them. Split, merged, or shared, the mapping follows your structure.
Start in suggest-only mode. Enable auto-assignment per team above a confidence threshold you control. Borderline tickets get top-candidate suggestions for your service desk — and every action carries its reasoning in the work notes.
Tickets containing patient-safety language are escalated through your safety-event process — routed with raised urgency and an explicit note, never quietly assigned.
Every reassignment your team makes becomes training signal. A nightly reconciliation measures accuracy against where tickets actually settled and tunes routing to your organization automatically.
Security & privacy
Measured on your data
TriageWell’s reconciliation loop compares every prediction against where the ticket finally settled — so the numbers you review are produced by the running application, from your organization’s own tickets.
Design partnership
The product free for twelve months, direct influence on the routing model and roadmap, and founding-customer pricing thereafter.
A baseline export of Epic incident routing history from your ServiceNow reporting (an afternoon of effort), installation in a sub-production instance (under one hour, via a standard update set), and a monthly thirty-minute working session with your Epic applications and service desk leadership.