DeskRoll Remote Desktop vs. Spoke

During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.

Incentivized

Spoke is well suited to ingesting the myriad questions and requests I get throughout my workday. If I receive requests directly, they make it easy to change those requests into tickets, which helps my team track and demonstrate the work that we do. Spoke is also great for auto-answering common issues and questions. It only takes three of the same general question for it to start recognizing and offering the answer from our KB. Spoke has also been a great partner in helping our team be more efficient and more effective, something we never got with our old provider. I can’t emphasize enough that Spoke is NOT for external-facing helpdesks. It’s just not. It works best for teams that are supporting their own colleagues. I would also say that, at the moment, it doesn’t scale well past a few hundred users. They’re implementing features this year that will be more helpful for that sort of thing. But it does work great for remote support!

Incentivized

• Ability to remote in at any time
• Can support unlimited clients with hardware and software issues
• Multiple remote client logins
• Cost!

Incentivized

• Routes questions to the right team or person via Slack, email or text
• Obtain status updates on current job requests
• Allows IT to follow up more efficiently on the job requests from employees

Incentivized

• It could be more cost-effective.
• It could include better "help" or "how-to" sections for people who are not as tech savvy.

Incentivized

• Newer company, a lot of features on the road map that aren't yet available.
• A few bugs with the Slack integration.
• Filtering/searching tickets is not intuitive.

Incentivized

Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide

Incentivized

Cost, ease of use, file transfer and chat capabilities.

Incentivized

Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and didn’t require us to purchase an implementation package and/or a multi-day training package to roll-out. It’s not rocket science!

Incentivized

• It saved time, which always saves money!
• It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
• DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.

Incentivized

• Spoke has been very cost efficient, more than paying for itself in gained productivity hours.

Incentivized