atSpoke

What do I like the most about atSpoke? the fact that it is simple and easy to use, which allows me to perform all my tasks and activities in a fairly efficient way, the fact that your customer service team accompany you throughout the learning process turns out to be a great attraction that we helps to greatly reduce any communication problem that may arise while using this application, the ease with which I can perform my tasks is quite surprising, so in short I recommend this application to everyone who wants to simplify a large number of processes, the fact that it allows me to configure automatic responses to the most frequent questions that are made within the office is a great help, they have no idea how many times a day we can receive questions such as: "how can I use my wifi printer? " or "what is the Wi-Fi password?", with this I get rid of a huge headache.

The fact that the software is relatively new means that not all its functionalities are 100%, it is understood that they are still in the process of improvement, however I would like to be able to use all the functionalities once I use the application without having to wait for each update to come out to test it in its entirety

It has been of great help to me to manage and simplify the most common questions and answers that come to the human resources department in such a way that we do not have to waste time answering a large number of similar questions, when we can program everything to be answered automatically through our bot, allowing us to obtain more time in the execution of other similar activities.

Spoke works great in our environment. We use slack for in-house communication and Spoke integrates well. It is easy to involve stakeholders in a ticket generated in Spoke without having to spin up new chat groups or channels each time an issue arises. Since everyone in your organization can use Spoke to resolve a ticket or make a request, Spoke works well as an intermediary in all sorts of circumstances.

This is more indicative of our particular environment, but we haven't been able to beef up Spoke's ability to auto-resolve requests. Auto-resolution works well for short, direct answers. In our case, those are few and far between. We still like that the option is there however.

We can get the question to the right person quickly. Since anyone can be assigned a ticket, we don't have to pay extra for agent seats. Custom labels help us prioritize open tickets, and task templates help us stay on track when we're onboarding new users.

Spoke is the best knowledge base we have found, after testing various applications. It is easy to learn, allows the employee to ask questions and the team responds by creating a new knowledge base for that question. But the main thing: it was very easy to insert all the material we already had inside Spoke, and keep it updated (Spoke has a control for reviewing the content). In addition, the support is always friendly and helpful.

I did not find any problems that prevent the use.

But as a suggestion for improvement: the size of the content display frame could be larger (or responsive), to facilitate the reading of longer content.

In addition, it would be interesting to allow embedding of YouTube videos or Google Drive documents.

Centralization of all knowledge of my business.

Avoid answering the same question to different people.

Encourages collaboration between employees.

Provides security and information for a new employee to perform tasks and find answers to their questions.

We have enjoyed the use of atSpoke in our organization, especially due to the end user interface being very easy to use, the ability to utilize and continually build KB articles so end users can find instant answers to their needs and the Microsoft Teams integration. atSpoke Support has been very responsive and affirming of our needs and requests for feature builds, something that can be difficult to find with other solutions. We have appreciated the straightforward pricing as well, as our organization has grown.

We have experienced a few minor issues with regard to the flow of responses on end user tickets, functions that seem like they should 'just work.' While this has been inconvenient, I do feel Support has gone out of their way with attention to detail in resolving these issues and taking our feedback to heart, as we partner with atSpoke to grow with us.

We were utilizing Slack and/or Teams channels as our 'helpdesk' prior to using atSpoke. Having a helpdesk solution for not only our IT Team but our security & HR Teams has been a game-changer for us, especially because of the ability to pull metrics/reporting that we can show to the executive team when/if asked. atSpoke also keeps our growing departmental teams all on the same page with communication and mutual oversight/accountability on requests that land in the helpdesk.

The best feature of atSpoke is the ability to rapidly turn Slack messages into tickets. Our team had a "non-ticketed task" rate above 25% before atSpoke. We're now below 5%. That means we're successfully tracking our work and able to report on our utilization and SLAs successfully.

atSpoke is missing a few things - the ability to Close a ticket (a permanent closure) vs. Resolve (allowing a user to reopen), fine-grained email notification options for new tickets and for SLA violations, and the ability to notify a group of people that isn't an actual "Team" (queue). They've been doing pretty well on closing the gaps we identify, though!

This is a very new platform/product. As a small company, this fits our needs very well (and we like their scrappy, entrepreneurial attitude), but you should thoroughly review the product's capabilities. If you're used to using complex, highly customizable solutions like Remedy or KACE, atSpoke may not be what you're looking for.

The biggest problem we had was unrecorded work - ("non-ticketed tasks"). People would ask for something in Slack, and never file a ticket. That problem has all but disappeared.