Spoke Reviews & Product Details


What is Spoke?

Spoke is the modern internal ticketing system built for today’s forward-thinking companies. Unlike traditional ticketing tools, Spoke delights employees with its intuitive design and built-in A.I. – sparking adoption while allowing you to track everything on your plate.

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Provided by:
Jenny Ngo

Website
www.askspoke.com
Related Links
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Languages Supported
English
Vendor
Spoke
Company Website
Year Founded
2016
HQ Location
San Francisco, CA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
31
Twitter
@askspoke
Twitter Followers
815
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Spoke Reviews

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1-19 of 19 total Spoke reviews

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1-19 of 19 total Spoke reviews
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Senior Manager, Workplace Infrastructure
Mid-Market
(51-200 employees)
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"Great missing piece for SME orgs looking to bring more structure to request management."

What do you like best?

Spoke is a well thought out tool that offers a really useful level of function -vs- complexity for knowledge and request management. It's a much easier tool to run and administer than competing helpdesk solutions, and has a killer Slack integration front-and-center.

The team all through the sales and spin-up process is top notch and extremely responsive.

What do you dislike?

It's a fairly young product, so they're still polishing a few rough edges on the backend. I've not hit anything that even comes close to work-stopping, and they're smart and responsive with breakfix and feature roadmapping.

What problems are you solving with the product? What benefits have you realized?

Spoke fills a great niche in the 50-250 person space in that it allows companies to do more with less support/admin heads. At this size, you need to have a system to create and action on requests, but probably don't need the features, complexity or cost of something like Zendesk. Once you approach 250+ heads, you may need some additional workflow or ticket automations that Spoke doesn't offer.

The biggest draw to Spoke for me is that from a user experience perspective, 99% of the interactions with the tool can happen in Slack, which most folks are in all the time in any case.

The team at spoke is one of the best I've ever worked with at any SAAS provider in any space. They're fast, smart, engaging, and have a genuine drive to set clients up for success.

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Service Desk Engineer
Telecommunications
Mid-Market
(51-200 employees)
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"We LOVE Spoke!"

What do you like best?

As an application goes, the transition has been pretty seamless. I guess that's just what happens when you make simple, easy-to-use, straightforward software? Also the Spoke team is fantastic - they're definitely one of my favorite vendors to work with, and it always feels like they take our feedback seriously. They're quick to respond to questions and easy to schedule check-ins with. The whole experience is really lovely.

What do you dislike?

The software is relatively new so some features are limited. But their development cycle is very fast! So it hasn't slowed us down much.

Recommendations to others considering the product:

Spoke is not for external-facing Help Desks! It's only for use within a company or organization, at least for the foreseeable future. The team will tell you this, but I wanted to make sure I mentioned it.

If you have a lot of routing customizations for agent or complicated ticketing workflows, you'll want to spend some time sorting through how that will translate over to this system. But what sold us wasn't how our workflows improved (although we've seen some improvement there also) - it was how our daily menial request handling improved. So give that some thought.

What problems are you solving with the product? What benefits have you realized?

We wanted a service desk that is easy to use and easy to maintain. We also wanted something that could reduce time spent on menial tasks, and could track the requests we get all the time in various places in our daily schedules. Spoke works much more smoothly with Slack than other products we have tried, and we have witnessed it auto-answering tickets and prompting users for more information. After a couple of months we probably have saved... hours already, in time spent on prompting users for info and disseminating repetitive information.

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Internal IT Admin
Human Resources
Mid-Market
(201-500 employees)
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"Spoke makes ticket resolution wonderful!"

What do you like best?

Spoke makes it easy for us as a company to get our requests and respond to them in the easiest way possible. Our people use slack all day long and to be able to remove the pain point of asking them to file tickets somewhere else makes it easier for us as a helpdesk to get them the assistance they need quickly and resolve their problems efficiently.

What do you dislike?

I wish that there was a dedicated mobile app for tickets rather than just their web app.

Recommendations to others considering the product:

Spoke makes it easy for us as a company to get our requests and respond to them in the easiest way possible. Our people use slack all day long and to be able to remove the pain point of asking them to file tickets somewhere else makes it easier for us as a helpdesk to get them the assistance they need quickly and resolve their problems efficiently.

What problems are you solving with the product? What benefits have you realized?

We are using it in such a way that workflow interruptions are minimized. not only for those creating tickets but also for us as technicians resolving them.

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A
Mid-Market
(51-200 employees)
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"Support Re-imagined"

What do you like best?

-Very fast support from the business account side and the engineering side

-Spoke support has been open to all requests and features, it hasn't felt like they get thrown into a feature requests queue where they'll be stuck for the next decade, like Atlassian.

What do you dislike?

Early on, there were some hiccups with the way we were specifically sending messages to Spoke. We used Google Groups which forwarded to Spoke, but Spoke saw all the tickets coming in and assigned them to the google group rather than the individual. That's since been fixed for us and was specific to our environment.

What problems are you solving with the product? What benefits have you realized?

Spoke takes a holistic approach to issue ingestion. It's no longer "use this helpdesk for IT, this helpdesk for People support, this helpdesk for Finance, oh and office administration has no helpdesk so go see this person". We've literally been able to tell the entire organization - Oh, you have any kind of problem whatsoever? Just email support@ (or message Spoke in Slack) and it gets routed to the right team. Plus the auto responses are just KILLER. Think about how long you have to wait for IT to get back to you? It hands out basic information to get staff the information they need immediately without having to crawl through an intranet.

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U
Mid-Market
(201-500 employees)
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"A tool to integrate and relate at work"

What do you like best?

It is a multifunctional tool in my opinion very useful especially to manage information, share it and spread it to your employees. Through it you can train your staff and provide the necessary tools for their training. This in some way allows the experience to be more bearable, Spoke facilitates learning, keeps employees interested in the variety of tools it provides. For the organization, it can mean a lot since new measures could be implemented to fulfill the goals practically made to measure and of course to solve any inconvenience or incident that may arise.

What do you dislike?

For now we do not have any kind of negative comment since we have used it for a short time, it is still too early to draw conclusions. So far has fulfilled our expectations.

Recommendations to others considering the product:

I believe that whenever a tool provides the necessary support to make it easier and practical to operate the business, it is always a great help. I always make the same recommendation, be open to new experiences, populate new tools, expand our field of vision. In doing so, we experience new experiences that we do not know where they can take us. That's why I always try to try new things that facilitate my day to day. In this way they can come across tools as useful as these.

What problems are you solving with the product? What benefits have you realized?

For the moment we have solved communication problems, operational issues that have been raised due to lack of communication or merely technical issues. In some way this tool allows the transmission of information or share it more practical.

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A
Mid-Market
(201-500 employees)
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"Cristina's Spoke Review"

What do you like best?

Spoke has decreased the amount of questions the team receives since employees can search the knowledge base. Also, if an employee does send the team a question, we can attach the answers straight from the knowledge base.

What do you dislike?

If an employee emails a question, we need to manually enter it into Spoke. Not sure if an email and Spoke integration is actually possible.

Recommendations to others considering the product:

Great, really decreases time spent on answering employee questions since information can be preloaded onto the knowledge base and answers pop up when an employee uses key words.

What problems are you solving with the product? What benefits have you realized?

We are saving Spoke has decreased the amount of questions the team receives since employees can search the knowledge base. Also, if an employee does send the team a question, we can attach the answers straight from the knowledge base. time with Spoke since employees can search the knowledge

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AI
Mid-Market
(51-200 employees)
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"Helpdesk with AI"

What do you like best?

Having the ability for Spoke to answer questions before we can is game-changing. Having been short staffed, automated and accurate responses to commonly asked questions are where Spoke shines.

What do you dislike?

I sometimes miss having all the bells and whistles of a full-blown helpdesk but Spoke does have request types, filtering, auto-assignment, goals, and a knowledge base. Spoke is always open to suggestions and feature requests.

Recommendations to others considering the product:

Consider it carefully but recognize its power and potential. You'll likely find it works best with Operations and HR teams where common questions are asked. IT has some gains but not quite as much.

What problems are you solving with the product? What benefits have you realized?

Given users and an easy way to reach out and offer solutions to problems in short time frames. We've been able to reduce the repeat questions and streamline our support in all areas internal to the business.

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Manager, Workplace Infrastructure
Mid-Market
(51-200 employees)
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"Easy to use, easy to deploy"

What do you like best?

How easy it was to get set up and our users into the platform.

What do you dislike?

Still a little light on certain features, but they take ideas from their community and run with them

What problems are you solving with the product? What benefits have you realized?

AI and ML save me a ton of time with repetitive questions.

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A
Mid-Market
(201-500 employees)
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"Spoke x Glossier"

What do you like best?

I love the machine learning feature that answers users. If you take advantage of this feature, it will make your life easier.

What do you dislike?

Adding users through Slack is my least favorite feature.

Recommendations to others considering the product:

Spoke has added many features in a short amount of time since we started utilizing the product. They've taken our feedback and followed through with the features requested.

What problems are you solving with the product? What benefits have you realized?

We're solving all IT, Facilities and People related issues with Spoke.

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AA
Mid-Market
(51-200 employees)
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"Great internal ticketing system"

What do you like best?

Organization of internal requests and allows us to keep conversations together about the same issue

What do you dislike?

Slack integration doesn't allow us to reply to a request directly through Slack-- the app must be opened to that specific request. Some of our team members get confused by this.

What problems are you solving with the product? What benefits have you realized?

We are able to complete requests by our team members in a more orderly fashion. They keep all communication about internal issues in one place with the correct team member.

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manager
Mid-Market
(51-200 employees)
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"spoke"

What do you like best?

I really like spoke for HR because it allows employees to use a FAQ essentially to get answers rather than meeting with hr reps.

What do you dislike?

I dont like the fact that spoke doesnt have the answer to everything which defeats the purpose.

Recommendations to others considering the product:

get slack as well and use them hand in hand

What problems are you solving with the product? What benefits have you realized?

I used spoke as a centralized place to go to for HR and company related questions whether its sick policy or harrassment handback

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A
Mid-Market
(201-500 employees)
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Verified Current User
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"Spoke the only Helpdesk you will ever need"

What do you like best?

It is so easy and friendly to setup and use. Our users love it! It far surpasses our last Helpdesk software.

What do you dislike?

I really don't have any dislikes at this point. Usually I have something to say but using Spoke has been flawless. Support is awesome.

What problems are you solving with the product? What benefits have you realized?

It replaced our helpdesk software and we are realizing that we might be bale to use it for our other support as well.

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U
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
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"Spoke Software"

What do you like best?

It is very easy to submit a request and get the answers/assistance I need--even if I am working remotely.

What do you dislike?

Sometimes I miss a message because Spoke does not notify you when someone replies.

What problems are you solving with the product? What benefits have you realized?

Anything IT related gets resolved very quickly and past answers are saved so a lot of times you can see what you need to do without asking.

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cpa
Enterprise
(1001-5000 employees)
Validated Reviewer
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"spoke review"

What do you like best?

I like spoke because it integrated into slack messaging to ask spoke HR related questions

What do you dislike?

I didnt like spoke because it was highly expensive to launch and we havent seen a huge ROI

Recommendations to others considering the product:

start with a trial

What problems are you solving with the product? What benefits have you realized?

We introduced spoke in order for employees to get HR questions answered on the fly without going to a business partner

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Office Manager
Mid-Market
(51-200 employees)
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"Great Product for Office Management"

What do you like best?

Gets the team immediate answers. Takes a lot off my plate as office manager

What do you dislike?

Adding new information to the knowledge base, but that was easier after an in-person demo with our account managers.

What problems are you solving with the product? What benefits have you realized?

Huge help with streamlining office management and even ticketing for light IT.

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U
Mid-Market
(201-500 employees)
Validated Reviewer
Review Source
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"Spoke Review"

What do you like best?

We use spoke to organize and filter messages within our company. My favorite feature is the ability to chat with team members while simultaneously looking at requests they have sent.

What do you dislike?

I sometimes work from home or if I'm on the road. There is not an easy way to access while on the road.

What problems are you solving with the product? What benefits have you realized?

We are using Spoke to complete tasks faster as well as communicate better through our company.

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AI
Enterprise
(1001-5000 employees)
Validated Reviewer
Review Source
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Great Time Management "

What do you like best?

I use to use spoke for about a year. By utilization forces us to have a much better organization for our knowledge. The more the company interacted with Spoke the smarter it got!

What do you dislike?

Building the KB can be a bit time consuming

Recommendations to others considering the product:

To make it a bit more user friendly

What problems are you solving with the product? What benefits have you realized?

It saves a lot of time in the office Syncing with Slack is incredible!

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U
Small-Business
(11-50 employees)
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"Great for large enterprises"

What do you like best?

The system is simple and easy to use. There aren't a ton of unnecessary functions and buttons that users and admins have to learn to navigate in order to leverage this system.

What do you dislike?

There isn't much to dislike. It takes a while to learn the system, but the support team is very helpful.

What problems are you solving with the product? What benefits have you realized?

Manage internal news, updates and training.

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A
Mid-Market
(51-200 employees)
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"Great! But you have to put in the work."

What do you like best?

It's AI ability to adjust questions and find similar answers.

What do you dislike?

It's hard to adjust if this is not something your staff are used to. The culture adjustment can be hard. It does take away a personal element as well.

What problems are you solving with the product? What benefits have you realized?

The overwhelming amount of one-off request and storing important information that all staff need.

Spoke Features

  • Ticket creation user experience
  • Ticket response user experience
  • Workflow
  • Response Automation
  • Attachments/Screencasts
  • Ticket Collaboration

Spoke User Ratings

9.4
Ease of Use
Average: 8.3*
9.6
Quality of Support
Average: 8.5*
8.9
Ease of Setup
Average: 7.8*
* Service Desk Category
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