Spoke helped create our internal ticketing/help system for our Employees
What do you like best?
I like that we can make various teams and automatically assign tickets to members of those teams. It takes the thinking away of "who" should this request go to.
I'm also a huge fan of the Knowledge Base. It's a wonderful tool for Employees to look up their own answers, some of which wouldn't naturally live anywhere else: such as directions to give UberEats drivers for lunch deliveries!
What do you dislike?
I find it annoying that I get New Feature emails that don't apply to my chosen service level. I get they want the upsell, but I'd rather if they said the service level the feature applied to in the first few sentences. Otherwise, I just get excited for a feature I don't have available yet.
Recommendations to others considering the product:
Take the time to set up the system properly. Taking the time to create the teams, request types, and Knowledge Base articles was a huge help.
After the initial set-up, I also really liked getting a team of Early Adopters to try it out for a week. They found issues and bugs during that period, as well as asking questions the set-up team hadn't thought of. Having these Early Adopters for launch meant that they told fellow employees how helpful Spoke was, which helped onboard the company.
What problems are you solving with the product? What benefits have you realized?
Before, our employees didn't know who to make requests of for Facility issues, IT problems, supplies, and the like. Now, not only are those requests automatically sent to the proper team members, but they are also fully trackable.
