atSpoke Features

atSpoke

Reduce Internal Repetitive Requests

4.68/5 (37 reviews)

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Event Triggered Actions
Help Desk Management
IT Asset Management
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Interaction Tracking
Issue Auditing
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Knowledge Base Management
Knowledge Management
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API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Asset Tracking
Assignment Management
Auto-Responders
Automated Routing
CMDB
CRM
Call Center Management
Change Management
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Configuration Management
Content Management
Contract/License Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Management
Document Storage
Drag & Drop
Email Management
Email Templates
Event Triggered Actions
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Machine Learning
Mobile Access
Multi-Channel Communication
Multi-Language
Natural Language Processing
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Process/Workflow Automation
Procurement Management
Project Management
Projections
Real Time Analytics
Real Time Data
Real Time Notifications
Real-Time Chat
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Third Party Integrations
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Asset Tracking
Assignment Management
Auto-Responders
Automated Routing
CMDB
CRM
Call Center Management
Change Management
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Configuration Management
Content Management
Contract/License Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Management
Document Storage
Drag & Drop
Email Management
Email Templates
Event Triggered Actions
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Machine Learning
Mobile Access
Multi-Channel Communication
Multi-Language
Natural Language Processing
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Process/Workflow Automation
Procurement Management
Project Management
Projections
Real Time Analytics
Real Time Data
Real Time Notifications
Real-Time Chat
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Third Party Integrations
Widgets
Workflow Configuration
Workflow Management
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atSpoke Feature Reviews

25 reviewers had the following to say about atSpoke's features:

Joseph S.

Simplicity of IT Help Desk

2019-08-28

Business analytics are clean, simple, and easily pulled.

Pros

The AI and Slack integration was the primary reason we moved off of our previous system.

Cons

I would like the asset tracking and JIRA integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Temeka C.

Implementation was almost too easy.

2018-04-24

Knowledgebase management, Improved customer service Training content management.

Pros

Easy to use software, seamlessly communicates with the Slack platform, which contributes to the quick ramp-up time. Our end users enjoy all that Spoke has to offer.

Cons

Spoke is in an infancy. It has the capability to become a great knowledge base, with constant communication between the Spoke team and it's customers, this software has staying power.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Troy P.

Great missing piece for SME orgs looking to bring more structure to request management.

2019-06-26

Once you approach 250+ heads, you may need some additional workflow or ticket automations that Spoke doesn't offer.

Pros

It's a much easier tool to run and administer than competing helpdesk solutions, and has a killer Slack integration front-and-center.

Cons

I've not hit anything that even comes close to work-stopping, and they're smart and responsive with breakfix and feature roadmapping.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Gil B.

spoke

2019-01-30

Pros

machine learning, slack integration, support from customer success team

Cons

reporting, lack of features from traditional ticketing systems, some flows for user, admin portal

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
( company, 51-200 employees)

It's been a dream! Spoke gives our ops team time back by answering staff's questions for us!

2018-04-24

Pros

Customer service is top notch, they made implementation so easy, it's easy to use, Slack integration

Cons

No real complaints, just excited to see the tool get smarter!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Lucia S.

Amazing tool for everyday working-life with amazing customer service

2019-09-02

Frequent requests are solved with the AI answering it, the more complicated gets sorted by the team. Tracking of what is happening in the team, transparency.

Pros

Cannot forget the in tool analytics which help us understand where we are lacking or doing just fine.

Cons

In the beginning, you could feel that it is a new tool, however so many great changes happened that we are not even able to keep up (in a good way :) )

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Myles R.

Spoke x Glossier

2019-06-25

Pros

The machine learning feature is still my favorite feature.

Cons

Currently that slack is the way to import users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Samridh C.

Easiest Ticketing Software

2019-03-22

Solid product with constant innovation accompanied with a stellar customer enablement team makes it an essential tool.

Pros

Software is easy to use and helps track productivity of the whole team. Collaboration is easy for each case and features are being rolled out regularly.

Cons

Knowledge Base feature still needs some attention.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Heather B.

So far this seems to be just what we were looking for to help reduce repetition and wasted time!

2018-04-26

We are new to Spoke but we are anticipating increased response times, clarified work flow and a reduction in wasted time and effort with repeat questions.

Pros

We also love that this helps us see one another's workflow so that we can be sure all needs are getting met equally.

Cons

We would like some more back-end boundary restrictions built in so that we can control which populations in our entire user group can see which information, (i.e. separate knowledge-base for staff, students, etc.)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Shannon W.

Very simple to use and a great addition to our company!

2018-04-24

Ease of use and helps answer questions for staff.

Pros

I think it works great to interact staff and management.

Cons

I think that possibly sending links to staff that will not go directly to junk mail. Maybe discuss that obstacle when introducing the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Information Technology and Services company, 51-200 employees)

Absolute Time Saver!

2019-03-22

Overall, Spoke has saved my back many times and reduced walk-up requests. People know they can get their answers quickly if they simply "Ask Spoke!"

Pros

Our users live heavily in Slack and thanks to Spoke's seamless integration with Slack, my users are able to ask questions and get answers before even talking to a real human. If they still prefer human interaction, they can raise a request right in the same window!

Cons

However, Spoke is constantly evolving and open to feature requests.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Financial Services company, 501-1000 employees)

Great AI Helpdesk System

2021-03-23

It has allowed us to have users take care of an issue themselves instead of having to submit a ticket and wait for us to get to it.

Pros

I liked that Spoke learns over time and it's easy to change keywords that it looks for.

Cons

It didn't always update tickets when using the Slack add-in. That feature needed some work and refinement.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
kimbowa i.

atspoke is great to our environment

2021-05-21

we get the questions to the right person quickly since anyone can be assigned aticket, i totally belive that that this tool is making it easier for people in our region to get question and answers without having to wait for longtime for response.

Pros

spoke is the best knowledge base we have found after testing various applications.it is easy to learn,it allows the employee to ask questions and teams responds by creating anew knowledge based to that question.it also has functionalities to setup automation and workflows to make support even more efficient.it is quick to get an answer on questions .

Cons

it encourages collaboration between employees and provides security and information for anew employee to perfom tasks and finds answers to their questions

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Jared F.

Made it fun to build out our knowledge base

2018-04-24

Pros

Great for remote teams. Easy to onboard.

Cons

Needs more robust onboarding tutorials, quick responses, feedback controls. Needs integration with cloud storage like Dropbox.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 51-200 employees)

The best way to ask questions in an organization, period.

2019-04-11

Pros

The interface itself is super easy to use as well, it's just a giant search bar and a chat box style ticket.

Cons

Sometimes it's unclear if that search bar is going to create a ticket.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rose L.

We LOVE Spoke

2019-01-30

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.

Pros

I guess that's just what happens when you make simple, easy-to-use, straightforward software?

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ralphael H.

SPOKE is amazing

2019-06-26

SPOKE is the best HelpDesk ticketing system I have ever used.

Pros

I love the Analytics breakout.

Cons

Merging requests is a minor piece that is missing currently. I know that SPOKE dev team will work it in.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Cristina P.

Spoke Review

2019-03-22

Suggestion: making an integration between emails and spoke.

Pros

I also like the spoke and slack integration and the new thread feature.

Cons

The thread feature has decreased this a bit.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason W.

Outstanding. A very targeted software that fits a specific need perfectly.

2018-04-24

It is an excellent training and teaching tool to streamline users needs for information.

Pros

We utilize Spoke to centralize domain knowledge that would otherwise be lost during a turn over or that needs to be communicated to a variety of users. Assigning teams, building out KB articles and letting users generate content is very simple.

Cons

The only con of this software is the approach is so novel to many of our users that there has been a steep learning curve in documenting their domain knowledge using the tool. It is simple to use and operate but our users are use to silo-ed knowledge that using Spoke has been a big change for them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Molly E.

Great customer service, easy to use

2018-04-24

Pros

The simplicity of the product and ease of implementation. Our customer service rep, Riciel, is very responsive and always willing to go above and beyond.

Cons

There are a few small things which have been difficult such as the welcome email always being routed to our junk email, users not being alerted when I reply to their requests.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Joe R.

The Best Transition I've Ever Had Help With!

2018-04-24

Cutting out some of the basic tickets helps save me and my team time by almost having an extra set of hands.

Pros

AI does help answer tickets, users can close their own tickets, the built in knowledge base is great.

Cons

At the current time there's not much info on metrics or tickets tied to inventory items such as computers /printers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg C.

Overall experience has been positive. Love the product!

2018-04-24

Unified support processes and a 'ticketing' system that doesn't make me want to claw my eyes out.

Pros

We are able to help shape the future of the product with feature requests.

Cons

There is a lack of slack integration, but we know they're actively working on it so I'm pleased there.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Heather G.

Great product!

2019-08-27

Making it easier to keep track of all our requests.

Pros

I really like how great our rep is at Spoke. She is full of energy and very helpful.

Cons

I don't think the software is very easy for employees to adapt to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jay S.

Spoke is awesome!

2019-01-30

Using it has been the easiest tool that we use currently.

Pros

It makes traditional software look like stone knives and bear skin rugs. Our users love it!

Cons

At this point I have no cons.... I really don't have a single thing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tyler S.

Good

2019-01-30

Pros

Very easy for customer to use in slack.

Cons

It is hard to get people to complete the forms when they have to click on the link and log into the web browser. I don't think they understand there is a form attached.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more