Likelihood to Recommend 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!
Read full review We use the IT asset management module to great extent, would like to explore the RFID based tracking of assets integrated with Summit ITAM. Would like service requests workflows to be made flexible enough to support any kind of requests and easily route based on criteria's defined. This help in easy approval and reduce the time take for fulfilling the request and adhere to SLA
Read full review Pros 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 Read full review Network Incident to network inventory mapping and workflow management. Priority, Severity wise SLA management. Integration with other systems like CRM, EMS. Read full review Cons 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. Read full review Some standard functionalities don't work. We struggle to get optimum support from their support team. Issues are not resolved within the SLAs. Even escalating to higher authorities do not help. Read full review Likelihood to Renew The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
Read full review Support Rating 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
Read full review Alternatives Considered 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!
Read full review On the demo, we find the system is better than other app. this has better UI and the best workflow available, and the user can define or customize his own report. Users can add more fields in the app. you can define your own workflow .find more user-friendly than another app. user to raise SR/INCIDENT
Read full review Return on Investment Spoke has been very cost efficient, more than paying for itself in gained productivity hours. Read full review Symphony Summit has helped us achieve some automation. Asset management has improved slightly, but lot more was expected. Their standard functionalities, which were promised in newer versions, are not working. Read full review ScreenShots