While other firms coordinate their support services to offer customers a fixed amount of hours each month, TopBloc’s Help Desk offers a ticket-based model in which clients submit tickets for any item they wish to seek guidance on. Tickets are unlimited, so customers can submit as many as required and choose the priority of which should be acted upon first. This means that TopBloc’s model enables clients to make the most of their support services without worrying about the amount of time remaining on their support contract within any given month.

Additionally, every Help Desk client benefits from a dedicated Client Partner at TopBloc. This named service team member meets with the client regularly to assist with strategic thought partnership surrounding how to make the most of their Help Desk subscription and optimize their Workday system. 

Our fixed-fee model was designed to alleviate the stress of our clients. While many traditional application managed services offer a time-based structure where clients receive a specific amount of hours per month, TopBloc’s Help Desk enables clients to resolve their issues without worrying about how much time any given task will require to resolve. By eliminating time tracking, our customers receive peace of mind knowing their issues will be resolved regardless of how many hours it may require. No more waiting for solutions on half-fixed problems until next month.

Our flexibility is unparalleled within the ecosystem. Help Desk offers several tiers of service so that our clients can choose the level of support they desire. Not only that, but clients can scale their service up and down at any time. From one month to the next, clients can right-size the support they receive to the support that they need by changing service tiers, pausing, or even canceling their subscription. We’re confident that the quality of services we provide will continue to foster long-lasting relationships with our clients.

TopBloc offers Gold, Silver, and Bronze service tiers, which dictate the number of tickets worked concurrently for our customers. For specific information on our services and what is included in each tier’s package, contact our team.

TopBloc’s Help Desk is based within our Chicago offices, with satellite employees operating throughout the USA to assist clients globally. Despite the name, Help Desk is not a call center; it is an application management service that enables TopBloc’s clients to continually optimize and refine their Workday systems as their business needs evolve and grow.

For “urgent” issues, TopBloc will always work with our clients to resolve these challenges as soon as possible. Urgent tickets do not count towards the open ticket maximums within any tier of Help Desk service.

Regardless of urgency, our clients have no restrictions on the number of tickets that can be submitted. While we cap the number of active tickets a client may have open at any given time, TopBloc always allows our clients to reprioritize their open tickets to focus on what is most important.