IT support workflow for Tallyfy

Turn bug reports into fixed issues with a repeatable process

Bug reports come from everywhere, get lost in different systems, and frustrate both reporters and developers. This workflow captures issues consistently, checks for duplicates, routes to the right team, and tracks resolution through QA approval.

13 steps
4 fields
12 automations
Import into Tallyfy Preview steps
Information Technology Support

Run this workflow in Tallyfy

1
Import this template into Tallyfy and assign support staff, developers, and QA testers to their respective steps in the resolution chain
2
Configure Tallyfy's conditional automations to show duplicate checking steps and route new bugs vs troubleshooting requests to different paths
3
Track each issue through triage, development, QA testing, and client notification in Tallyfy with full visibility into priority, severity, and resolution status
Import this template into Tallyfy

Process steps

1

Determine channel of reporting

1 days from previous step
task
Figure out if this issue was reported by a client or an internal employee.
Form fields in this step
Who reported the issue?
When was this issue reported?
Summarize the issue
2

Check for duplicate/similar bugs

1 hours from previous step
task
Figure out if this is actually a bug or something that just needs troubleshooting based on previous incidents.
Form fields in this step
Is this is a new bug?
3

Send helpful notification to client

1 hours from previous step
task
If the issue reported is an old/common incident, send support articles and troubleshooting help to the client in an email. If it's a new issue, let them know you're addressing it.
Form fields in this step
Body of the email to be sent
Screenshot for reference
Links to related support article(s
Link(s) to related support article(s)
4

Create a new ticket

1 hours from previous step
task
Please create a new ticket for this request:
Name:
{{reported-by-name-7643436}}
Email:
{{contact-email-7643437}}
Issue:
{{what-is-the-issue-7643435}}

Please describe the issue in detail:
  • What happens?
  • When does it happen?
  • Does it always happen?
  • Under what circumstances is it happening now?
  • What steps can you take to reproduce the event?
Form fields in this step
Describe the issue in detail
Enter issue number/URL
5

Prioritize and assign

2 hours from previous step
task
Get the issue ready for the dev team to fix by adding more details:
Ticket Number:{{enter-issue-number-url-7643440}}
Issue:
{{describe-the-issue-in-detail-7643439}}

Form fields in this step
Priority
Owner
Severity
Status
Version to fix it in
Application
Module
Category
6

Send confirmation to client

2 hours from previous step
task

Acknowledge receipt of communication and a summary of the issue ({{enter-issue-number-url-7643440}})
Give the client their ticket number for future reference and the expected turnaround time.
Form fields in this step
Expected turn around time (in days)
7

Fix issue

1 days from previous step
task
The dev team analyzes and fixes the issue:

Ticket number:{{enter-issue-number-url-7643440}}
Description of the issue:
{{describe-the-issue-in-detail-7643439}}
Priority:
{{priority-7643464}}
Owner:
{{owner-7643467}}
Severity:
{{severity-7643466}}
Status:
{{status-7643468}}
Version:
{{version-to-fix-it-in-7643465}}
Application:
{{application-7643470}}
Module:
{{module-7643469}}
Category:
{{category-7643471}}
Form fields in this step
Notes
8

Send to QA team for testing

1 days from previous step
task
The QA team tests the fix for the reported issue.
Notes from the dev team:
{{notes-7643475}}
Form fields in this step
Why was the issue occuring and how was it fixed?
9

Review and approve fix

2 hours from previous step
task
Review and approve the fix:
{{why-was-the-issue-occuring-and-7643458}}
Form fields in this step
Is the issue resolved?
Approval Notes
10

Review feedback and fix issue

1 days from previous step
task
If the issue isn't fixed as expected, the dev team works on the solution to provide a final fix.

Review the approval notes and fix the issue:
{{approval-notes-7643462}}
11

Send notification to client

1 days from previous step
task
Let the client know the issue's been resolved, and send them support articles and troubleshooting help by email.
12

Send notification to team member/QA

1 days from previous step
task
13

Close ticket

1 days from previous step
task
Record the feedback and rating you've received from the client.
Form fields in this step
Feedback from client/team member
Link to updated support article for this issue

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