TrustRadius Insights
Spoke has proven to be a valuable tool for organizing platforms and enhancing the user experience. Users have praised its ability to …
Overview
What is 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.
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What is 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.
Entry-level set up fee?
- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Tech Details
What is Spoke?
Spoke Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Reviews and Ratings
(10)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Spoke has proven to be a valuable tool for organizing platforms and enhancing the user experience. Users have praised its ability to streamline navigation and make information more easily accessible for associates. The platform has been particularly effective in delivering professional development opportunities across multiple campuses, ensuring a consistent learning experience for teachers regardless of their location or employment status. By reducing training time and improving retention rates, Spoke has enabled new hires to gain a better understanding of their role and contribution within the organization. Its accessibility and utilization of training materials have also significantly improved employee and customer training. The customization options provided by Spoke allow organizations to tailor the platform to meet their specific needs and goals, resulting in continual performance improvements over time. Furthermore, users appreciate the intuitive design of the user interface, which caters to the preferences of the millennial workforce and facilitates self-learning. Spoke's functionality extends beyond learning management as it serves as a comprehensive ticketing system that various departments such as IT, HR, and facilities can utilize effectively. By acting as a centralized hub for managing service requests, team SLAs, and generating detailed reports, Spoke has enhanced communication and efficiency within IT departments. Users have also praised Spoke for its simplicity and ease of use from both user and administrative perspectives. The software's frequent updates and introduction of new features demonstrate its commitment to continuous improvement while maintaining strong relationships with customers. Overall, Spoke has received positive feedback for its effectiveness in addressing various organizational needs related to training, education, communication, and service management.
Real-time Slack Integration: Users have found the real-time Slack integration to be helpful, allowing them to feel that their issues are being attended to promptly and making it easy for them to share relevant information. Several reviewers mentioned the value of this feature in improving communication and efficiency.
Easy Ticket Submission via Slack Integration: Reviewers appreciate the easy way to submit tickets and requests through Spoke's Slack integration, which streamlines the process of tracking and managing everything as companies scale. This feature has been praised by multiple users for its convenience and effectiveness.
Excellent Customer Support: The customer support team at Spoke has received commendation from users for their efforts in understanding company needs and providing timely feedback. Multiple reviewers have highlighted the exceptional level of support they received, emphasizing the responsiveness and willingness of the support team to assist with any inquiries or issues.
Difficult to find tickets: Some users have mentioned that the ticketing system in Spoke LMS is not searchable and it can be challenging to locate specific tickets, making it harder for them to manage their support requests efficiently.
Lack of intuitive features: Users have expressed that some features in Spoke LMS are hard to find or not intuitive initially. However, once they become familiar with the product, it becomes easier to use.
No app available: One user has wished for a mobile app for Spoke LMS as they believe it would enhance the learning experience. They also mentioned that notifications on the website could be more noticeable.
Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
September 05, 2019
Spoke: Highly recommended for work request efficiency
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:
"I don't know if you can answer this question but...
- "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.
68.57142857142857%
6.9
N/A
N/A
80%
8.0
- It allows not only IT, but all other employees as well, to work more efficiently. But namely, IT no longer has to engage in conversation explaining who to send what questions to — Spoke takes care of it!
June 27, 2019
Spoke is the best ticketing system!
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.
16.666666666666668%
1.7
N/A
N/A
N/A
N/A
- Good cost for the value.
- Great reporting features.
- Great AI-driven auto responses to commonly asked questions.
Spoke outperforms ManageEngine Service Desk Plus on all levels. The user interface is a lot more user-friendly. Service Desk Plus did not offer any AI-driven auto-responses. They also did not offer any Slack integration which is the primary way (and preferred) that our employees prefer to put in tickets. This alone is worth its weight in gold.
May 28, 2019
Great tool for increased productivity!
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.
64.28571428571429%
6.4
60%
6.0
63.33333333333333%
6.3
- Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
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.
86.66666666666666%
8.7
N/A
N/A
85%
8.5
- Improved workload tracking: More requests are tracked because of available communication channels.
- Saved time with auto resolves: Because Spoke can answer common requests with no interaction from us, we have more time to spend on other work.
- De-formalising the ticket process: IT are people too! And now our users feel more comfortable when ticketing is simplified.
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!
Yes
We replaced Zendesk, and we wanted to replace it for a couple of reasons:
- Administering it and learning to administer it was incredibly tedious. There were so many options and plugins to add on more options, and it was a hassle.
- New features were almost always added for an additional cost, so we basically never got anything new because we didn’t want to spend the money.
- It was expensive. We were on grandfathered pricing that was much cheaper than current list prices, and it was still more expensive to have around a dozen agents than the pricing for 500 users on Spoke, which is priced per user.
- The admin UI sucked. Seriously, if looking at a something reminds me of Windows XP, it can’t be called modern.
- Price
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
We were blown away by how easy Spoke was to set up and use, and were willing to pay quite a bit for it. But then we discovered that it was actually less expensive than our current product, with no extra add-ons for premium features like auto-answer or limits on the number of agents. Incredible.
I mean... we could have evaluated more products, but we actually weren’t looking to replace or existing product when we stumbled onto Spoke. We tested, prepped, and rolled it out in less than four weeks. If your primary need is something that’s easy to use, this is it.