atSpoke’s August & September Product Highlights

We’re ushering in October with 10 new atSpoke enhancements just released in August and September. From Slack updates and CSAT surveys, to integrations with Gitlab and Asset Panda – the latest enhancements are, as always, informed by our customer community. Enjoy!

  1. Slack enhancements
  2. Typing indicator
  3. Redesigned inbox & requests
  4. Edit author on resources
  5. New KB filters & sort options
  6. Gitlab integration
  7. Asset Panda integration
  8. International phone numbers
  9. Beta: embedded team analytics
  10. Beta: CSAT Surveys

1. Slack enhancements

atSpoke for Slack improves accessibility across the entire organization, replacing the need for clunky ticket forms and unfamiliar, complicated processes with a tool that employees already know and love. We recently launched three new updates:


2. Typing indicator

Written communication, unlike live conversations, takes a minute for a message to be received and reviewed. We added an animated typing indicator on requests in the web app to reconcile that passive pending state, when requesters and agents are waiting for a response.


3. Redesigned inbox & requests

Our new layout provides a smoother and more powerful way to navigate your inbox, particularly for teams who handle several requests at once. It’s now easier than ever to see tags and status, and take action on requests—without clicking into them.

Requests now open in a separate details view, so you’ll never get lost in the list. We’ve added arrows to easily page between requests, and we topped the sidebar with three tabs—Info, Questions, and Tasks. Clicking on a tab switches the sidebar to that section.



4. Edit author on resources

It’s now simpler than ever to update the author on any knowledge base resource. The users displayed in the author dropdown are always conditional upon team selection.


5. New KB filters & sort options

Easily filter by author, review date, source, status and more to find resources faster. We’ve also expanded our knowledge base sort options to include:

  • Newest
  • Oldest
  • Recently updated
  • Least recently updated
  • Most popular
  • Least popular


6. Gitlab integration

Quickly hand off an atSpoke request to Gitlab to reduce friction between departments and maintain context. Click into the bolt icon on any request to create an issue in Gitlab. Once a ticket is created, we’ll include the link to the Gitlab issue and lock the atSpoke request for posterity.


7. Asset Panda integration

Connect atSpoke and Asset Panda to easily handle all elements of a broken hardware request inside of atSpoke. We include all asset data alongside the request, so you can simply click into the request panel to view any assets tied to the requester.


8. International phone numbers

With the rise of remote work and distributed teams, many employees are geographically dispersed. Now you can select from 245 countries to enter your local phone number.


9. Beta: embedded analytics

We initially released analytics in atSpoke to help teams quantify and track performance across their support lifecycle. Today, we’re excited to take this one step further with embedded analytics so teams can drill down and dig in. In any team, toggle between three dashboards that allow you to filter data and break down trends to see which underlying factors drive performance:

  • Request metrics: contains reports about requests created in atSpoke. This includes information about created, solved, auto-resolved, and re-opened requests.
  • Knowledge metrics: displays information about knowledge base resources including KBs that are most popular, were recently created, up for review and more.
  • Team performance metrics: analyzes how efficiently agents are solving requests by measuring key request and time-based metrics.

The embedded team analytics beta is available to Plus and Enterprise plans – please reach out to join!


10. Beta: CSAT surveys

Measuring support satisfaction is critical to growing any organization. We’re excited to introduce CSAT surveys in atSpoke to help teams measure how well their agents are satisfying employees. Requesters can provide feedback and briefly evaluate their support experience via email, Slack or Microsoft Teams once a request has been closed.

CSAT surveys are available to Plus and Enterprise plans and you must be an admin to enable CSAT for your org. Get in touch to learn more and join the beta!

Are you an existing atSpoke user?