Spoke: Highly recommended for work request efficiency
September 05, 2019

Spoke: Highly recommended for work request efficiency

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Spoke

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..."

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

Cons

  • I don't have any feedback for this area as the product is still very new to us.
  • 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!
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.

Do you think atSpoke (discontinued) delivers good value for the price?

Yes

Are you happy with atSpoke (discontinued)'s feature set?

Yes

Did atSpoke (discontinued) live up to sales and marketing promises?

Yes

Did implementation of atSpoke (discontinued) go as expected?

Yes

Would you buy atSpoke (discontinued) again?

Yes

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.

atSpoke (discontinued) Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Comments

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