IT support workflow for Tallyfy

Handle IT support tickets from report to resolution

Help desk requests pile up when there's no consistent process for logging, triaging, and resolving them. Users wait too long, tickets fall through cracks, and the same issues keep recurring. This workflow brings order to IT support operations.

9 steps

Import into Tallyfy Preview steps

Other Support

Run this workflow in Tallyfy

Import this template into Tallyfy and assign your helpdesk team to triage and initial response while specialists handle resolution based on issue category

Use Tallyfy's 9-step workflow to log requests with enough detail to reproduce issues, set priority based on business impact, and route to hardware, software, or access teams

Track every ticket in Tallyfy from submission through user-confirmed resolution, documenting root causes and solutions to build your knowledge base over time

Import this template into Tallyfy

Process steps

Write a concise subject line

5 days from previous step

task

*insert template* Attach video tutorial of step

Use the correct category

5 days from previous step

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*insert template* Attach video tutorial of step

Give a full description of your problem

5 days from previous step

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*insert template* Attach video tutorial of step

Add a screenshot or screen recording

5 days from previous step

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*insert template* Attach video tutorial of step

Log the request

1 day from previous step

task

Capture the issue details when it comes in. Who is reporting it? What is the problem? When did it start? What have they already tried? Get enough detail to reproduce or understand the issue. Vague tickets waste everyone time with back-and-forth. Assign a ticket number for tracking.

Triage and prioritize

1 day from previous step

task

Assess urgency and impact. Is this affecting one person or the whole company? Is there a workaround? What is the business impact of not fixing it immediately? Assign priority level based on your SLA definitions. Critical issues jump the queue, routine requests wait their turn.

Assign to the right team

1 day from previous step

task

Route the ticket to whoever can actually fix it. Hardware issues go to desktop support, software bugs to development, access requests to security. Do not let tickets sit in a general queue - assign ownership. The person assigned is responsible until the issue is resolved or properly escalated.

Resolve and document

1 day from previous step

task

Fix the issue and document what you did. Note the root cause if you found it, the steps to resolve, and any related issues that came up. Good documentation helps next time someone has the same problem. Update the knowledge base if this is a common issue so users can self-serve.

Confirm and close

1 day from previous step

task

Verify with the user that the issue is actually fixed. Do not just close tickets without confirmation - the problem might still exist. Ask if they need anything else. Mark the ticket resolved only after user confirmation. Track metrics like time to resolution and first-contact resolution rate.