Spoke Reviews and Ratings

Rating: 9.1 out of 10

Score

9.1 out of 10

Community insights

TrustRadius Insights for Spoke are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

4 Reviews

Spoke: Highly recommended for work request efficiency

Rating: 7 out of 10

Incentivized

September 5, 2019

Use Cases and Deployment Scope

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:<ol><li>"I don't know if you can answer this question but...</li><li>"How do I get help with..."</li></ol>

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.

Likelihood to Recommend

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.

Verified User

Employee in Marketing (201-500 employees)

Vetted Review

1 year of experience

Spoke is the best ticketing system!

Rating: 10 out of 10

Incentivized

June 27, 2019

Use Cases and Deployment Scope

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.

Pros

AI driven auto-responses based on KB entries.
Simple, intuitive user interface.
Built for all teams in your organization, not just Information Technology.

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.

Likelihood to Recommend

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.

Verified User

Employee in Information Technology (51-200 employees)

Vetted Review

1 year of experience

Great tool for increased productivity!

Rating: 9 out of 10

Incentivized

May 28, 2019

Use Cases and Deployment Scope

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.

Pros

Setup and training when first launching.
Learning how to make itself better over time.
High efficiency for a low investment.

Cons

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.

Likelihood to Recommend

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.

Kristen Houston

Registrar & Director of Academic Services in Professional Services at The Seattle School of Theology & Psychology (51-200 employees)

Vetted Review

2 years of experience

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Spoke is a great new ML-assisted service desk system!

Rating: 10 out of 10

Incentivized

May 27, 2019

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

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!

Rose Layton

Strategic Technology Partner in Information Technology at Strada Education Network (501-1000 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Spoke is a great new ML-assisted service desk system!

Rating: 10 out of 10

Incentivized

May 27, 2019

Use Cases and Deployment Scope

Pros

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.

Cons

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.

Likelihood to Recommend

Rose Layton

Strategic Technology Partner in Information Technology at Strada Education Network (501-1000 employees)

Vetted Review

1 year of experience

View profile