Spoke Reviews

4 Ratings
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Score 9.0 out of 101

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Reviews (1-4 of 4)

Rose Layton profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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!
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Kristen Houston profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We like Spoke because you are able to customize the needs of your specific organization and goals—from where are the light bulbs to how to host a meeting. It was fun to set up as a team and anticipate the questions that employees and students would want to ask and the software learns as it goes along and just gets better at its job.
  • Setup and training when first launching.
  • Learning how to make itself better over time.
  • High efficiency for a low investment.
  • It was a bit labor intensive to set up, but as mentioned they were very hands-on and fun to work with so it went very well.
Spoke works really well when you have questions, processes, etc.. that are frequently needed. It takes a lot of wasted time to answer these over and over and this tool cuts that way back. If your processes are intricate or not repeatable this may be less efficient.
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Score 7 out of 10
Vetted Review
Verified User
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Our IT department has recently adopted this software as the hub of choice for making, fielding and following up on employee requests for help from their areas of expertise. The email they sent out to all employees:

At ITK we value using new, innovative tools that enable each and every one of us to work better together. This is why we are so excited to launch Spoke, a simpler, smarter way to manage requests for the Service Desk Team.

Spoke is the new way for you to easily get in contact with us!

With Spoke, we avoid two main things:

  1. "I don't know if you can answer this question but...

  2. "How do I get help with..."
  • 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
  • I don't have any feedback for this area as the product is still very new to us.
With our experience, it is very well tailored to organizing our work requests to the IT dept in a very organized, user friendly fashion. The 'smart' technology allows all employees to submit a ticket within their favorite software / process (e.g. Slack vs. email) and IT can field requests in a central location.
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Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use Spoke as our one and only ticketing system. We have every applicable team in there including Information Technology, Legal, Marketing, Human Resources, etc. The business problems that this software addresses are having a unified place where we can track all incoming service requests, track each team's SLA's, and get detailed reporting.
  • AI driven auto-responses based on KB entries.
  • Simple, intuitive user interface.
  • Built for all teams in your organization, not just Information Technology.
  • 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.
Spoke is great for organizations that have a need to track tickets for multiple departments in one centralized place. It is also a good fit for places that have people that may be technically-challenged as the user interface is very easy to use. Also, AI auto-responses are great. Spoke might not be the best fit who are looking for more features.
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Feature Scorecard Summary

Organize and prioritize service tickets (4)
7.3
Expert directory (2)
8.5
Service restoration (1)
10
Self-service tools (3)
9.0
Subscription-based notifications (3)
8.7
ITSM collaboration and documentation (3)
8.3
ITSM reports and dashboards (2)
8.0
Configuration mangement (1)
9
Policy and contract enforcement (1)
9
Change requests repository (3)
9.0
Change calendar (2)
8.5
Service-level management (2)
8.0

About Spoke

Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.

Spoke Technical Details

Operating Systems: Unspecified
Mobile Application:No