Zendesk captures customer support tickets across channels but lacks the ability to orchestrate structured multi-team workflows needed for complex issue resolution which is where Tallyfy serves as an orchestration layer to launch investigation workflows assign accountable tasks enforce escalation deadlines and manage post-resolution processes like root cause analysis and knowledge base updates.
Freshdesk
Freshdesk streamlines helpdesk operations with ticket management, automations, and a knowledge base. But tickets remain fundamentally unstructured - they capture conversations, not the multi-step workflows needed to resolve complex issues.
When a Freshdesk ticket requires investigation by engineering, approval from management, or coordination across departments, the ticket becomes a conversation thread. Freshdesk tracks what was discussed. It doesn’t orchestrate the work that needs to happen.
What Freshdesk manages:
- Ticket creation and assignment
- SLA tracking and automation
- Customer communication
- Agent productivity metrics
What falls through the cracks:
- Multi-team resolution workflows
- Approval chains for exceptions
- Structured data collection at each step
- Post-ticket follow-up processes
- Systematic improvement workflows
- Cross-department handoffs with accountability
Freshdesk organizes your support queue. Tallyfy structures the work that resolves complex tickets completely.
Tallyfy serves as the orchestration layer that connects Freshdesk tickets with the structured workflows needed for complete resolution.
When tickets require multiple teams, Tallyfy:
- Launches parallel workflows to involved departments
- Assigns specific tasks with deadlines
- Tracks completion across all contributors
- Aggregates results back to the support team
When tickets need special handling, Tallyfy:
- Routes approval requests to appropriate managers
- Handles multi-level approval chains
- Documents decision history
- Enforces compliance requirements
When patterns emerge from tickets, Tallyfy orchestrates:
- Root cause analysis workflows
- Product bug tracking processes
- Documentation improvement workflows
- Training needs identification
Middleware: Connect via Zapier or Make to trigger Tallyfy workflows from Freshdesk events.
API: Build custom integration using Tallyfy’s API with Freshdesk’s REST API.
See also: Tickets vs. Processes - Why structured processes beat unstructured tickets.
Book a consultation ↗ to discuss connecting Freshdesk with your Tallyfy workflows.
Tallyfy complements Help Scout by providing structured workflow orchestration and multi-team coordination for complex issues that extend beyond the conversational inbox where Help Scout excels at humanizing customer support interactions.
Connect your existing business systems with Tallyfy to orchestrate cross-department workflows that vendor platforms cannot coordinate on their own - bridging CRM, Helpdesk, HR, Finance, RPA, and Operations teams.
Tallyfy complements Intercom by providing structured workflow orchestration for the multi-team work and follow-up actions that happen after customer conversations end since Intercom handles chat and messaging well but cannot coordinate cross-department processes or track accountability for feature requests and customer success handoffs.
Was this helpful?
About Tallyfy
- 2025 Tallyfy, Inc.
- Privacy Policy
- Terms of Use
- Report Issue
- Trademarks