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.
Spoke: Highly recommended for work request efficiency
Spoke is the best ticketing system!
Great tool for increased productivity!
Spoke is a great new ML-assisted service desk system!
Pricing
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
Offerings
- 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 |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(10)Community Insights
- 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)Spoke: Highly recommended for work request efficiency
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.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 80%8.0
- Service restoration
- N/AN/A
- Self-service tools
- 80%8.0
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Configuration mangement
- N/AN/A
- Asset management dashboard
- N/AN/A
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 80%8.0
- Change calendar
- 80%8.0
- Service-level management
- 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!
Spoke is the best ticketing system!
- 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.
- Organize and prioritize service tickets
- 50%5.0
- Service restoration
- N/AN/A
- Self-service tools
- N/AN/A
- Good cost for the value.
- Great reporting features.
- Great AI-driven auto responses to commonly asked questions.
Great tool for increased productivity!
- 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.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 90%9.0
- Service restoration
- N/AN/A
- Self-service tools
- 90%9.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- N/AN/A
- Configuration mangement
- 90%9.0
- Asset management dashboard
- N/AN/A
- Policy and contract enforcement
- 90%9.0
- Change requests repository
- 100%10.0
- Change calendar
- 90%9.0
- Service-level management
- N/AN/A
- Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
- 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.
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!
- Organize and prioritize service tickets
- 70%7.0
- Service restoration
- 100%10.0
- Self-service tools
- 100%10.0
- Subscription-based notifications
- 90%9.0
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 80%8.0
- Change requests repository
- 90%9.0
- Service-level management
- 80%8.0
- 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.
- 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