IT support workflow for Tallyfy

Turn support chaos into a prioritized queue

When employees email IT directly, requests get lost and urgent issues sit unnoticed. This workflow captures every request, assigns the right priority level, and routes work to specialists based on request type.

16 steps

9 automations

Import into Tallyfy Preview steps

Information Technology Support

Run this workflow in Tallyfy

Import this template into Tallyfy and assign IT manager and support staff roles to handle triage and resolution steps

Set up Tallyfy's conditional rules to route access requests, hardware needs, and troubleshooting to different team members with appropriate SLA deadlines

Track request status, priority levels, and resolution notes in Tallyfy so requestors can check progress without sending follow-up emails

Import this template into Tallyfy

Process steps

Describe IT support request

1 days from previous step

task

Form fields in this step

Request by: Full Name

What is this request about?

Please describe your request

IT manager - review support request and confirm priority

1 days from previous step

task

New support request: From: {{request-by-full-name-7643423}} For: {{what-is-this-request-about-7643421}} Details: {{please-describe-your-request-7643422}}

Form fields in this step

What is the SLA response?

IT manager - review access to a system request

1 days from previous step

task

Request Details: {{please-describe-your-request-7643422}}

IT manager - review new hardware or software request

1 days from previous step

task

Request Details: {{please-describe-your-request-7643422}}

IT manager - review troubleshooting request

1 days from previous step

task

Request Details: {{please-describe-your-request-7643422}}

Priority 1 support request - 1 hour response

1 days from previous step

task

Priority 2 support request - 4 hour response

1 days from previous step

task

Priority 3 support request - 8 hour response

1 days from previous step

task

Configure access to system and inform user(s)

1 days from previous step

task

Form fields in this step

Please provide details of what was configured

Order new hardware/software and inform user(s)

1 days from previous step

task

Form fields in this step

Please provide details of hardware/software ordered

Assign IT personnel to troubleshooting request

1 days from previous step

task

Describe the issue or request

1 day from previous step

task

Explain what you need help with in clear terms. What is the problem? What were you trying to do? What happened instead? Include screenshots or error messages if relevant. Good descriptions get resolved faster than I need help with the thing.

Categorize and prioritize

1 day from previous step

task

Select the right category so the request goes to the right team. Is this IT, facilities, HR, finance? Indicate urgency honestly - everything marked urgent loses meaning. If something is truly blocking your work, say so with context.

Triage and assign

1 day from previous step

task

The support team reviews incoming requests and assigns to the right person. They may ask clarifying questions. Response time depends on priority and workload. Check the status in the system rather than sending follow-up emails that create duplicate work.

Work on resolution

1 day from previous step

task

The assigned person works to resolve your request. They may need more information from you or access to your system. Be responsive when they reach out. Complex issues may require escalation or involve multiple people.

Confirm resolution

1 day from previous step

task

Verify the issue is actually fixed before closing the ticket. Test what was not working before. If the problem persists or returned, reopen rather than creating a new request. Feedback helps improve support - let them know if you had a good or bad experience.