mHelpDesk Reviews
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824 Reviews
- Industry: Design
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Review Source
Overall rating
Could be great if they tried
Reviewed on 16/4/2014
As a user, I can be their best critic, tester and advocate of their product, but the impression I...
As a user, I can be their best critic, tester and advocate of their product, but the impression I get is that mhelpdesk do not particularly care, as long as they are getting their money.
I have a raft of bugs and issues that I've been dealing with since November, which still are not fully resolved - I won't bore everyone with the details, but; one of the big ones is to do with timezones. If you live in the UK, or generally outside of USA, you're not in luck. The settings do not carry through correctly to email appointments sent to 'Technicians'. Hence an appointment always appears in the calendar 4 hours or so in advance of the time you actually requested. I actually cancelled my subscription this year, as I just was not getting anywhere with the support - I was writing long emails and getting nothing sorted. After I cancelled there was a sudden flurry of activity and they almost got the problem sorted out - they gave me a temporary workaround (so I re-subcribed). This issue is still not properly resolved.
In addition, the app doesn't currently support an offline mode - hence it doesn't work if there isn't an internet connection, or if it temporarily loses the connection. The data looks like it's synchronised, but in fact it's lost.
The files tab in the app, actually only supports images, which is a shame as the web version supports many other file types - which would be really useful to share with my guys on the road.
It's a real shame, as overall the product has so much potential, the principle is very good. But, if only they would take more notice of the users that are using the product and actually get the small glitches sorted out, they might actually have a great product.
Response from mHelpDesk
Hey Stuart-
First off I want to say that we genuinely appreciate your feedback. The only way we're going to get better is to hear your problems, internalize the issues, and get to work on making things better.
We absolutely care about the product. Without an awesome product we would not be in business. We are investing millions of dollars into product, UI, UX, and development to make Mhelpdesk the best field service software in the world.
We are working hard on getting the features released that you mentioned (time zones, offline mode, email appointments to technicians, etc.) We have over 12 senior software engineers working diligently to deliver the best product. New features are being prioritized and released as soon as they are ready. We won't release something until it's flawless and has passed our extensive QA requirements. I'm sure you can appreciate this.
If you need any help you can always reach out to us at 888-558-6275 or email [email protected]. If that doesn't work for some reason, you can contact me directly at [email protected].
Thanks for being a customer for over 2 years. We will do whatever it takes on our end to make things right.
Ryan
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Quick Response
Reviewed on 23/7/2019
The support team was very quick to answer & respond. Very knowledgeable.
The support team was very quick to answer & respond. Very knowledgeable.
Pros
How quickly their team responded and how when going to the screen to correct the problem I did not lose contact with the agent helping me and/or our conversation.
Cons
I haven't experienced anything yet to not like about this software. Like any program there's the "getting to know the program stage," and the experience is different for everyone. This is why the customer service department plays an important role. ; But once you get it, the things you can do with Your time that is freed up because of this software.
Response from mHelpDesk
Benjamin, we're thrilled to hear that our Customer Support team was able to quickly answer your questions. We work hard to make sure we resolve customer questions and concerns quickly. Please let us know if there is anything else we can do to help in the future, and thank you for being an mHelpDesk customer.
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
mHelpDesk/HomeAdvisor
Reviewed on 3/10/2019
The weaknesses we struggled through for the first 2 years really left it on the back burner as far...
The weaknesses we struggled through for the first 2 years really left it on the back burner as far as fully implementing and incorporating it further into our customer contact operations. Resorted to doing a lot of it manually. As a CRM, it was pleasantly functional until they jacked the prices up after the HomeAdvisor affiliation came in full-bore. Home Advisor's shortfalls are a whole other dissertation.
Pros
1. The calendar integration with Google worked well and the appointment processing flow was good enough.
2. Invoicing and job dollar tracking worked OK as well. Quickbooks integration came along too late for us to play with or even consider.
3. The support team is pretty responsive and helpful when available.
4. The automatic linking with HomeAdvisor worked well usually. When it did, sending out text message alerts for new leads was a nice feature.
Cons
1. My biggest issue was communication logging. Although the customer note log was a help, it should log ALL communication with the customer. The fact that their development team couldn't get the log to reflect individual and system-generated emails was a HUGE stumbling block when trying to track customer contact instances.
2. They tried to change our package processing after we were with them for a year. Haggled out a deal, but really soured any aspect of expanding its role with us.
3. Having more than one invoice and/or email template would've been a huge plus.
4. It's integration with HomeAdvisor had its ups and downs. They couldn't seem to get on the same page as far was which HomeAdvisor account to bill for and was problematic when we closed a secondary HA account.
5. The report functionality improved a great deal, but was still not flexible enough to use effectively. That may be my issue and not leveraging the custom report capabilities well enough. It was much better lately, but the export capability was still rather limited.
Response from mHelpDesk
Ken, thank you for taking the time to leave a review. We're glad to hear that overall the scheduling and job tracking features work well, and that the automatic customer texting has been valuable. We're sorry to hear that the communication logging isn't as expansive as you would like -- that's something that we're considering for further development in future updates. We're thrilled to see the 5 stars for Customer Support -- that's always a top priority for us. Please give us a call or send us a chat if we can help with anything. Thanks for being a customer.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Ease of switching
Reviewed on 8/8/2019
A++. Their customer service team answers and solves issues within minutes ! They definitely know...
A++. Their customer service team answers and solves issues within minutes ! They definitely know their software and ways to make it fit your needs.
Pros
This software was easy to set up, customization was a snap and it has saved so much time in the organization of each call performed and invoicing. It integrates with Quick Books immediately. No more delay in getting the information at your fingertips.
Cons
I wish there were more reports that could be run and easier to print if necessary
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Excellent Platform
Reviewed on 11/2/2020
The demo and set up was great! They did the hard part with our onboarding.
The demo and set up was great! They did the hard part with our onboarding.
Pros
The customer service is fantastic! There is not usually a wait time to get a person on the line to assist in any way.
Cons
There are report limitations. I have not been able to create a report that will include customer's email addresses.
- Industry: Oil & Energy
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Great helpdesk application
Reviewed on 27/7/2022
Pros
It's elegant in its simplicity, easy to use and does what it's supposed to. As long as you're only looking to arrange projects and make invoicing and estimates, it's a great tool. There's also a smartphone app, although it's just good for the basics. Assessments, service calls, and invoices may be done quickly and easily. Managing customer information across various employment locations is a joy.
Cons
There are instances when they provide upgrades that don't benefit my daily application use. Because they cater to a wide range of sectors and demands, I can see how the change would be beneficial. More of them being optional would be ideal. There is a noticeable lag in the application's response but not too serious.
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Our experience has been extremely positive. No other company would go this far for a customer.
Reviewed on 2/2/2018
We are completely cloud-based, completely mobile, our response time has decreased and profits have...
We are completely cloud-based, completely mobile, our response time has decreased and profits have increased. We have found a vendor/partner that listens. We truly have an integrated product from end-to-end. Service calls/requests for quotes come in, an excellent work product goes out, seamlessly.
Pros
The field app is very strong and that is a must. The admin provides a true workflow experience. The software is as flexible as it can be, provides true integration to QB, and has cut our entry time in half. Our profits are up and communication is vastly improved. The cloud feature fits our Disaster Response plan. Their customer service is the best I have seen and we have tried many.
Cons
Very little to dislike. They are always improving. I would like to see an inventory module, and Ajax searches would be a real improvement. But overall, they are the "best-in-class".
Response from mHelpDesk
Thank you for sharing your thoughts on mHelpDesk Mark! We are so happy to work with you and VIALARM.
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
mHelp has been a welcome addition to our office. We are finding it to be valuable to our...
Reviewed on 13/3/2018
We got rid of paper invoices, which has allowed us to streamline our billing and has saved our...
We got rid of paper invoices, which has allowed us to streamline our billing and has saved our office countless hours. We are able to view our business at a glance on our computers and even on our phones when we are away from the office. We are just starting to see the benefits of using the scheduling board. The customization features are awesome!
Pros
We started off trying to master the Job, including invoicing but we are now branching off to use the scheduling board and many other aspects of the software. We find it to be user friendly. One of our very favorite features is the customizing capabilities. We are still learning but we are super happy over all with the software.
Cons
Truthfully we are happy with most everything. There are a couple of things we cannot do but we have worked around these issues.
Response from mHelpDesk
Thank you so much for this feedback Michele--we're so happy to have the opportunity to support Hammons. We're glad the customization features have been helpful to your business!
- Industry: Renewables & Environment
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
mHelpDesk changed my life
Reviewed on 23/1/2019
The benefits of mHelpDesk far outweigh any issues we've had with it. I would highly recommend it....
The benefits of mHelpDesk far outweigh any issues we've had with it. I would highly recommend it. You can pretty much do everything from start to finish with this program. I haven't used it long enough to utilize the invoice part, as I'm still using quickbooks, but for the most part, our company is really pleased with this program. And if we had to do it all over again, we would definitely pick mHelpDesk over all the others out there. And CSR, my account rep, has been phenomenal in answering questions and getting back to me quickly when I reach out.
Pros
The mapping tool is definitely my favorite part of this whole program. I can look at scheduled jobs and find unscheduled jobs nearby, which makes scheduling and keeping our guys within a certain distance very easy.
Cons
The estimate section of this program is my least favorite. It could be because I'm used to working with Quickbooks and I can send more than one estimate and I can see the body of the email before sending and edit it accordingly. With this program, I have to create a whole new job to send a new estimate, which is time consuming. So I don't always use the estimate feature, especially if I have more than one estimate option.
Response from mHelpDesk
Thank you so much for this feedback Angelique! I'll share the recommendations on our estimate feature with the product team. We appreciate your business!
- Industry: Facilities Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
From Tricycle to Jet Plane
Reviewed on 14/2/2019
Very Positive
Very Positive
Pros
Well organized Custom Fields and Work Types Features. MHelpDesk had every feature on our Deal Breakers List. It also had features we didn't think we would need, that have turned out to be really great.
Cons
Would like to use inventory without having it track in Quickbooks.
Response from mHelpDesk
Thanks so much for sharing this feedback Mark! I also wanted to let you know that you can absolutely use our inventory feature without QuickBooks--please contact our account support team so they can help you get that set up. We appreciate your business!
- Industry: Health, Wellness & Fitness
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
great for team communication
Reviewed on 11/2/2023
Overall the software is easy to use and navigate. I would recommend you give it a try and see for...
Overall the software is easy to use and navigate. I would recommend you give it a try and see for yourself.
Pros
I have used this software with other jobs and I think it is great for communication between the entire team. I use it to keep track of my stuff and set reminders.
Cons
I have not had any problems with the software.
- Industry: Medical Devices
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Great Field Service CRM Foundation
Reviewed on 24/6/2019
Pros
Mhelpdesk Field Service software greatly improved our business workflow by transforming our carbon copy work order system to a fully digital system that helped reduce our turn around time for billing. Recently, I was able to work with a mhelpdesk staff member during the development of the newly designed Equipment page where they were implementing the new features to track when equipment next service due dates are. This was a huge improvement for our business as we track mandatory inspection dates for our customers..
The customer support has always been A+ when it comes to address issues, or questions, especially with the instant chat function from the web app.
Cons
- Mobile App: The mobile app is an area that could see improvement. Some of the workflow using the app when creating a new Service Request can be glitchy and difficult to input all the information. The list of service requests also does not always update correctly and this is something we are currently in the process of working with the support team on.
- Inventory: The inventory management section is severely lacking and is not truly useable for our business workflow. With no ability to enter Purchase Orders/Vendor Information/RMA and tracking when inventory is received without manually adjusting the #'s on the price list, it becomes extremely vulnerable to missed information and inaccurate #'s leading us to use an alternative program to track inventory. This has been one of the hardest work around areas for our company as we are always constantly ordering replacement parts for equipment that we do not normally carry in stock.
- Price List: Another area regarding the price list for our company is that our labor rates are negotiated individually causing us to have to create a line item on the price list for every single Customer Hourly Rate, Mileage Rate, and Travel Time rate so that our engineers are able to bill customers correctly. It would be much easier if when creating a customer, you were able to designate their hourly rates so that information would automatically apply when engineers are entering their labor times.
- Industry: Facilities Services
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
mHelpDesk lacks on the support
Reviewed on 27/2/2019
Dispatching
Dispatching
Pros
It's quite easy to use, did not take long to get the hang of, but I am also very comfortable with computing and software. You would have to be since the documentations they have only go as far as showing you the default way of doing things. If your business does not follow their model exactly you will be customizing yourself for weeks to come. All-in-all though, the software is functional, no down time, and the servers are pretty quick.
Cons
Ugh, there are several things to dislike. First and foremost, is the customer support. You will wait forever for a response, and when you finally get one, its just that, one. Then you have to wait another 30 mins for them to respond to your next sentence again. We are talking the same conversation here and they have 30 mins between replies. If it's my turn, it's my turn, don't leave every reply hanging. Second, they pick and choose what part of the terms & cond. they follow. It says, no refund, at all. Yet I know different because they refunded one month. THis was due to the fact that there software does not sync with quickbooks as advertised and I spent 2 weeks working on that. I had to create a whole new quickbooks, delete every single service from mHelpDesk (over 1200) and then recreate them in Quickbooks and then sync. A VERY LARGE undertaking and they did not help a single bit. They just waited until I was finished and refunded one month. When the software didn't work at first, I asked for a refund because they didn't hold up their end of the agreement, and they flat refused. Breached their own terms and everything, and still refused, and I was still within my trial time. Point is, make certain you want them first, because they will breach their own terms and tell you to get over it.
Response from mHelpDesk
David -- thank you for the review. I'm sorry to hear that the Quickbooks sync did not go as smoothly as it should have and that you did not have the best experience with our support team. We pride ourselves on focusing on customer support, so I will pass your feedback to that team to see how we can continue improving our service. If you have any other issues with your account please contact our team and we will be happy to help. Thank you for your business!
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Reports
Reviewed on 4/4/2018
- great customer service availability by phone and online chat.
- easy scheduling.
- mobile app...
- great customer service availability by phone and online chat.
- easy scheduling.
- mobile app for technicians on the road.
Pros
With the help of the support team I was able to filter out a list of customers that live in a certain region. Our out of town customers are grouped by areas. In order to send those customers a reminder email or reminder cards we need to filter them from mHelp. The report feature is too restricted and didn't help us. Then finally I had someone on the phone that told me to create a new selection under Customers. I selected the cities that are on that route and listed all of them separately. And voila, I had a list of customers that I was able to export to excel.
Cons
I don't like the way the reports are set up. There should be at least one report available that we can select/ search for all the fields that we need included. At the moment the customer custom fields can NOT be selected. Although this is a database that we're working on and theoretically all fields can be searched. I think it is not only us that ran into this problem. I need to be able to select fields that are important to our business to filter out e.g. the customer, their address, email, phone number in a certain region.
Another problem that came up from the solution above is that those lists can not be edited and therefore always need to be deleted and re-entered. It would be great if that could be editable. If that function would be editable it would eliminate possible mistakes while re-entering the whole list of e.g. cities that were entered before.
Response from mHelpDesk
Hi Sigrid--thank you so much for this review and feedback on our reporting. We're always looking at ways to improve so this is very helpful, and will be shared with our product team. We appreciate it!
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Priority Appliances - Another Happy MHelpDesk Customer !
Reviewed on 3/5/2019
Overall, the benefits have been great. It allows us to organize our business according to our...
Overall, the benefits have been great. It allows us to organize our business according to our set-up, rather than shoehorning into someone else's. MHelpDesk has become our bible and effectively helps us run 600 work orders a month to the highest level of customer service we can.
Pros
The software is highly customizeable, and constantly evolving. Our favorite feature is that the programmers always seem to be looking for ways to improve. As a service business, constantly innovating and finding ways to provide a higher level of service to our customers is crucial, so it's it's nice to partner with a company that is always improving themselves.
In addition, for the things that MHelpDesk does not (yet) do well, its exporting and reporting features allow us to integrate with other programs seamlessly to mitigate our manual entry. This way we can partner will several systems.
Cons
This is a minor issue. The platform's appearance is a little dated looking, but very functional. It would be nice if there was a way to bulk upload photos, but those are the only complaints we have.
Response from mHelpDesk
Jeremy, thanks for the feedback. We're glad to hear that mHelpDesk has been helpful for your business. Please continue to let us know if you have issues or ideas -- we're always improving the platform! Thank you for your business.
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Good starter golf club set
Reviewed on 18/1/2022
Payroll time, invoicing speed, real time management,
Payroll time, invoicing speed, real time management,
Pros
Easy setup, time tracking onto invoice, payroll time
Cons
Not an A through Z program. Its an A to Z without anything mandatory in between
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Review Source
Overall rating
- Ease of Use
- Customer Support
MHelpdesk Keeps us organized and gets us paid
Reviewed on 15/11/2012
this application has increased our profitability and the monthly fee is minor in relation to what...
this application has increased our profitability and the monthly fee is minor in relation to what we save on time filing out paper work and manually processing estimates with excel, work order via paper and billing through an admin staff member.
we don't lose work orders, no billing gets missed, no techs forget about the jobs of the day.
by far and away the best choice our business has made.
I highly recommend the product and endorse it as a must have for any service dispatch company.
Pros
-Android app allows field techs to update, create, edit orders on the site.
-work orders/invoices/estimates with signature capture allow us to quote, close and invoice on the spot.
-google calendar integration gives us a quick visual, auto updates and is easily accessed - a nice add on feature that we use
-QuickBooks imports allow us to quickly import all invoices with a click of a button. cutting way down on administration costs.
-ability to track time for techs on projects and materials used keeps our jobs profitable.
-tech support either online or via telephone is fast response, accurate and helpful.
-constantly improving product and features. routine updates keep program operating smoothly and each update typically increases effeciency
Cons
-have had a few server access issues that where caused by external companies or service providers. These have made the system unavailable for a period of time during the work day.
-tech support advised of available work around and updated on status of repairs taking place.
-downtime was minor impact and communication during was great.
-would be nice add on or option to have app/program operate as standalone on at least one onsite PC in the office during these times.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Frustrated With The Reporting
Reviewed on 29/3/2019
MHelpDesk is fine for a basic company but we are now needing more than what they have to offer. We...
MHelpDesk is fine for a basic company but we are now needing more than what they have to offer. We have tried to explain that but they we have not updated anything that we need.
Pros
I liked the home page of the website for the admin. I also like how you can search for a customer with different info.
Cons
I hate the reporting on MHelpdesk. When you do a report on sales or anything else when you click on the number there is NO detailed list. Example: Sales for each tech for month of March Joe -$115,000 John-$200,000 and Jack-$125,000. You can ONLY see the total sales NOT a detailed list of what those total sales consist of. Plus any job ticket that has 2 different sales techs name on it the sales is split. For some industries that is ok but not if you have installers that install jobs and tech that sell.
Response from mHelpDesk
Hi Angela, thank you for taking the time to provide this feedback. We have passed this information to our Product team. In the meantime, please let our Customer Support team know if there is any way we can help.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Great Service Management Software with Excellent Customer Support!
Reviewed on 17/7/2014
We have been searching for an integrated solution for our service-based business for a long time. ...
We have been searching for an integrated solution for our service-based business for a long time. Many companies say they can provide what you need, but Mhelpdesk actually delivers! Compared to other software, we have found the product as follows: User-Friendly, Extremely Customizable, Inexpensive upfront and monthly costs & NO CONTRACT, Quickbooks integration, Free weekly interactive training, Excellent Customer Service. Personally, I have never worked with a company, who cares as much about Customer Happiness! We signed up on July 2nd, and I have spoken to my Sales Rep (Mike), Trainer (Lauren), Director (Melanie), Support (Kaylea), Quickbooks Specialist (Felix)... I feel like I know the whole team, already! They take time to listen to your needs, and then help you transform the program. They always make you feel important as they take time to deal with your questions. Lauren has really gone out of her way to quickly answer emails, return my phone calls, find a solution for me, or connect me with the right person. I can't think of any other software company, who has worked as hard to make sure their clients are happy, and working efficiently with their product. They have a contact us tab within the software, where you can submit online service requests. In addition, they have a feature requests tab on that same page, and they take the suggestions very serious. There is an update listed on that screen which shows the status of these suggestions as well, and you can vote on them. I am looking forward to the new mobile app that will be released soon. Outlook/Exchange calendar integration is also around the corner, as well as the Client/Server edition of the software. As the owner of my company, I am involved in each job from the beginning to completion. I not only go out in the field and provide onsite services, I remote into clients, and then I have to review work orders from my technicians before I can send invoices to my customers. I handle all of my accounting data entry on top of the service work. I spend so much time working for my clients on solving their issues, that it takes me forever to go back and bill them. I know that Mhelpdesk is going to change my business by organizing my workflow, which will help with cashflow. I am excited to finish tweaking the system so I can reduce my work hours and have more time to enjoy my personal life! Mhelpdesk is on the leading edge of technology and I am so glad to be along for the ride!
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Review Source
Overall rating
- Ease of Use
- Customer Support
My first enterprise software - if I can call it that
Reviewed on 5/2/2013
I looked at a bunch of systems when I decided to move to an online, cloud-based system that would...
I looked at a bunch of systems when I decided to move to an online, cloud-based system that would help us run our business more effectively. Spoke with a few of them. I wanted to work with a smaller business that would service us well, and that could grow with us as we grew. I have been very happy to have found MHelpdesk.
We run a residential painting company, and have found it tremendously helpful to put all of our information in one place. We are still in the process of moving everything over, but that has been at our own pace.
My suggestion to anyone thinking about this to take plunge, take the 30 day trial, but to actually try it. See what it is like to use it for at least 3 weeks. You will not want to go back to the endless spreadsheets. I know their are bigger companies out there in this space, but they will not treat you like these guys.
Pros
Easy to use. Can I just say that our office manager has a little trouble with technology, but she has taken right to this, and loves it.
Access. I can access my info anywhere. This weekend I was in the mountain and hopped on my iPad and was able to pull down some needed information.
Affordable. At first I didn't like the thought that I was going to pay for each one of our guys that we needed to track, but it really isn't bad, in fact, I feel like it is a great value.
Customer service. We have had several one-on-one training sessions with Ryan, and he has been great. Very patient, and always accessible. They are even willing to add functionality as we suggest things.
These guys really do want to make a great product. They have a ton of different individual users, and keep striving to add functionality to make the software more user friendly and better. Love that.
Cons
Hmmm...I am waiting for it to be comparable with QuickBooks online, but I know they are working on it.
That's all I've got.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Mhelpdesk has improved our business in a number of ways
Reviewed on 18/3/2015
Our business had grown to the point where the typical administrative tasks such as work order...
Our business had grown to the point where the typical administrative tasks such as work order management and invoicing were becoming cumbersome. Concerns regarding slowing turn around times on invoice creation and the potential for lost or incomplete work orders drove us to begin reviewing electronic based work order management solutions.
Early on we reviewed building something custom (time intensive), running something in-house (just one more thing to manage) or finding a web based service such as mHelpdesk.
Many of the competitor solutions were comprehensive and included many desired features however most seemed overly complex (requiring a longer learning curve) or were priced to be more expensive. We learned about mHelpdesk through a web search and several listings on software comparison websites.
From day one we found mHelpdesk a pleasure. Our sales rep was extremely helpful and patient with us as we evaluated the software and asked MANY technical questions. After signing up we coordinated with several additional mHelpdesk staff as we integrated our QuickBooks accounting into the system and imported in our necessary data.
To date we have found mHelpdesk Technical Support to be responsive, typically responding to our emails during the same day, and have always been polite regardless of whether we call in or e-mail our support topic.
The mHelpdesk system also allowed us to easily customize many features in the system such as:
* Custom work order status categories (ex Closed - Ready To Invoice)
* Custom user groups for assigning work orders to more than one person
* Custom work order forms for specific tasks such as maintenance or virus cleanup
* Custom "Steps to Fix" field for recording just the solution
* Custom very detailed equipment forms
In short order we were able to expand the work order system to our sales staff as well. This not only allows sales to monitor the status of a work order but also allows our support staff to assign a work order back to sales when there are additional upsell opportunities.
Lastly, we appreciate how mHelpdesk provides their customers with an easy way to request new features and to check on the popularity and status of those new feature requests. We look forward to continuing to use mHelpdesk in our business and are excited to see how they will enhance the product with new features in the future.
- Used Daily for 1-5 months
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- Value for Money
- Ease of Use
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- Likelihood to recommend 0.0 /10
MhelpDesk talks a big game but fails to back it up
Reviewed on 25/6/2017
A headache
A headache
Pros
Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast
Cons
Fails in every aspect of execution, from set up to customer satisfaction. MhelpDesk was built on empty promises. Ill summarize my experience in a very brief manner to save everyone time.
Signed up with MhelpDesk and paid a premium for the premium set-up team to assist in customizing our workflow. Was promised it would be no longer than two weeks but we would strive for 1 week set up time.
1 month later, we are no where. No familiarity with the software. Set up rep, talks too much doesn't listen.
2nd month, new service rep. Great guy, listens very well. Initially make great progress. However we ran into many issues which were supposed to be resolved, some issues would take 4-5 reminders to actually fix. He would say the issue is fixed and it was not, so they must conduct no testing at all.
3rd month. Out of pure frustration we set up 8 hours for our own employees to run through the software and try to figure out our own set up. which we did. Everything is customized to our specs and we completed the set up process from 50 to 100% on our own.
4th month: Customers not receiving email notifications, Customer service has been contacted 4-5 times and offers no solutions, they cannot find the problem so they dismiss it.
This has been one one of the worst businesses we've ever dealt with. A huge waste of time and money. They will tell you everything you want to hear with a great attitude but when something goes wrong, and it will. You are on your own. Good luck
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
mHelpDesk a solid tool for MSPs
Reviewed on 17/2/2017
mHelpDesk has been a welcomed addition to our operations. In vetting the product it was challenging...
mHelpDesk has been a welcomed addition to our operations. In vetting the product it was challenging getting accurate information about how we wished to use the tool. We integrate it with QB and use QB Advanced Inventory for our inventory mgmt. It has been challenging getting the functionality we desire from the inventory module through the mHD UI. Since rolling it out, the core functionality is working well. The enhancements specific to our operations have been less successful. The fact that the mHD team is constantly gathering feedback and augmenting functionality makes me more confident that we will eventually be able to use it as we intended to use it from the onset. The forthcoming API is a big part of this.
Pros
Easy association of work orders with easy to produce estimates & invoicing.
Customizations are easily achievable via a user facing settings interface which is quite intuitive.
Support has been very responsive to our requests. We may not always get the answers we wish we would get but support is quite robust.
mHD is always gathering info from the users and adding functionality. We are greatly anticipating the API.
Cons
No API.
the user defined fields are just free text fields. You must export a CSV to use the data.
It would be much more helpful if when I enter the mileage from the field techs I could then run a mileage report.
The customized report interface is lacking. You cannot query the DB directly.
- Industry: Management Consulting
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Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Good shell, but buggy with little support
Reviewed on 26/4/2014
Pros
The product is a great concept, and when we first started, it was good. The form is very intuitive, easy to change, like the workflow system. The ability to assign things is great, and I really like the logs/notes. However, I would recommend splitting logs and notes with a log that tracks every change to the form and notes that are simply notes.
I like how a message field pops up automatically whenever you change the status; that is great. I like the "Add New Agent" feature that populates everything for you, although only 1/2 of it works; the part that works does so very well with all the work orders that client has entered.
Cons
The issues are with the lack of support. We have at least a half dozen problems that we've notified them about that just don't get resolved. The typical response we hear is we can not recreate it, so we can't help, even though we deal with it daily. For example, we have had to create a basic form just so people on Macs can submit an order on a different form, and then we take that form and enter it into MHelpdesk, because if they do it directly from an Apple, it won't work.
They seem to update the software CONSTANTLY, and every update makes it worse. The new app for the tablets is worse than the old app. I cannot run reports for custom fields. If I type a message and hit send, it changes the status to open instead of whatever I had assigned it to; that's a huge problem. At least once a week, the site is completely down and we get the "oops" error. Our clients get the "oops" error a ton, and it makes us look incompetent.
The "Subject" line cannot be removed from online form. Service location cannot be added to the online forms. We've been able to do a major workaround, but if those two options were available, life would be a lot easier.
- Company size: 2–10 Employees
- Used Daily for 1+ year
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- Value for Money
- Ease of Use
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- Likelihood to recommend 2.0 /10
Has a long way to go
Reviewed on 1/5/2018
I would feel better if the platform cost less. The amount of time we have wasted trying to figure...
I would feel better if the platform cost less. The amount of time we have wasted trying to figure out work arounds and dealing with issues the company has known but hasn't communicated about is frustrating. But as a small company, we can't afford a more expensive platform. It's better than nothing I suppose. It's slightly more convenient than a couple of excel spreadsheets.
Pros
It has helped organize my technicians and keep them on track. It allowed the office to put more responsibility and accountability in the technicians hand.
Cons
The mobile app can take a very long time to load. It will go offline if not in best service area but will not put itself back online so data isn't transmitted as expected until the issue is found. It lacks a lot in reporting. Inconsistencies in data formatting causes customers to be duplicated when imported from Quickbooks. Notes entered in lead forms do not carry into the customer profile causing rework. When there are known issues, there is no communication about them leaving the end user wasting time exhausting potential causes on their end before reaching out to customer service who takes about a half hour to respond to inquiries.
