Spoke is being used by our IT department, as well as subsets of HR and facilities. We initially looked at Spoke because we were unsatisfied with the way our existing ticketing software worked with communication channels such as Slack. We wanted a ticketing platform that would reach our team and our users where they communicated most, as well as one that was all inclusive and cost-effective -- a far cry from the prominent platforms of today, which have tons of add-ons and charge exorbitant costs for “agents." For an internal facing helpdesk, Spoke is cost-effective, easy to use, and easy to administer. As a new technology, they also have a short development cycle, and implement improvements and new features frequently, as well as taking the time to form relationships with their customers.
- Machine learning: Spoke learns the answers to common questions and will offer answers when people submit requests.
- Simple licensing: Straightforward, per-user licensing, that doesn’t require add-ons or hidden costs to use it fully.
- Great customer relationship: Spoke is a hands-on partner in our organization, listening to our feedback and implementing our ideas.
- Fast development cycle: The process, from the conception of new features to their general release, can be as short as a few weeks.
- Some limited functionality: As a new product, Spoke came to the table with a pretty limited set of features, but they are adding more all the time!
- Not suitable for customer-facing support! I don’t feel that this is a negative thing, but something for people to understand before they buy.
