mHelpDesk Reviews

"MhelpDesk talks a big game but fails to back it up"

Comments: 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

"Must have service field software!"

Pros: This is very easy to use software, but it's also powerful. We did a lot of research, and we found Mhelpdesk to be the best for the following reasons: it has a great web-based interface, great Google calendar integration, and easy and intuitive dispatch scheduling. It helps us to organize many service techs. We have excellent control on open invoices and estimates. The reports help us to improve our customer service and increase sales. We had to move from a different system, because the previous company was shutting down. So, we did long research, and most of the other products required servers, as well as long and complicated installation. But Mhelpdesk was super easy. They even have quick start options based on the industry, so the initial installation can take only a few minutes before you are up and running. This was helpful for us. We would definitely recommend this product.

Cons: Nothing. They are great company! We love their customer service.

"Literally the greatest business management tool imaginable."

Comments: I would recommend this program to anyone who runs a small business.

Pros: This program has it all! You can do every single thing you need to from this program.
You can add customer, schedule appointments, assign technicians, create work orders, create invoices. basically everything in the sales cycle. I love that i can track log ins of employees, time cards, location settings, and even a map from the app. It allows me to report anything i need to, i mean ANYTHING I could need.
The app is awesome!
The very best part is the customer service, they will help with anything you ever need. there is always someone there to help during business hours. I could not be happier with the customer service.

Cons: I wish i could track my techs in real time from a map view on the online version. You can look at location history from each person's app, but that does not do me a ton of good if i want to see where one of my guys are.

"mHelpDesk? More like mRockDesk!"

Comments: I manage a bee removal company and I personally did a trial with 6 different service software (some of which were from specialized pest control software companies) before trying mHelpDesk. MHelpDesk blew all of them away. I found it easy to sync with QuickBooks, easy to customize, easty to navigate, and the customer happiness team were absolute rock stars setting us up. I also had the pleasure of training my entire company, some of which are NOT computer savvy whatsoever. Everyone learned the software and app easily and I heard the phrase, "This is a pretty cool system!" from nearly everyone I trained. One of my favorite improvements to our workflow is that all pertinent documents and information is part of each work order, i.e. the invoice, the payment, any attached files such as signed approvals or pictures of services rendered. This means no more getting up and searching through file cabinets for information. It is all at our fingertips, which saves SO much time. Overall, after 9 months of using mHelpDesk, we are thrilled with a superior scheduling software. Pros: I love how the happiness support team cares so much about their customers. I have had a few issues here and there and they work so hard to get all of the kinks ironed out for me. I know I'm in good hands if I should need help. Cons: No cons, just a wish...I would love to have a detailed materials used per work order report, as I submit monthly pesticide reports. I wouldn't be surprised if mHelpDesk makes this happen in the future, as they always are striving to improve their product.

"Mhelpdesk is as advertised!"

Pros: We love the convenience of the coordination of work orders and automated notifications to field technicians. Love the ability to be able to email our customers a followup email once the job is complete.

Cons: The least likable part of mHelpdesk is the reporting features. They are not as customizable or adaptable to our type of work.

"Very quick and good job for the mHelpDesk!"

Pros: The group have been great to work with when we have a address or issue to make beyond any doubt things are included to create our tickets and providing solution's way better. exceptionally fast and great work for this app. love it!

Cons: The time I download this exceptionally bother to me since since I can't open, but I take note that The issue is on my conclusion. There are still a few specialized glitches, but the great here the back staff is continuously speedy to resolve any issues that emerge. which is one the most excellent Im looking for.

"I looked for a software with the features of mHelpdesk for several months. I tried several others but none had the exact setup I wanted. I was actually thinking of trying to build my own custom software. When I found mHelpdesk, I found what I was looki"

Comments: I really like the software and support. I give it an A+ for what I wanted and what it does.

Pros: It is easy to use. It has a lot of small features that make tracking info easier. Like the timer on jobs where I can just start it and go to work not trying to track when did I start and when did I finish. The support is great. I love the chat being integrated right into the dashboard. The integrated payment option makes it easier to get paid and the electronic approval of estimates and jobs makes it very easy and time saving.

Cons: I don't really have any major cons. I sometimes would like a way to create a quick service ticket separate from jobs. That is a very minor thought that really doesn't affect my operation much

"Excellent Tool to Help Organize your Small Business Customer Service Department is Outstanding!"

Comments: We began using Mhelpdesk approximately one month ago. The changes in the office have been remarkable. We used to use several different types of technology to keep track of our leads, estimates and invoices. We were constantly re-entering the same information. The potential for and occurrence of typos was constant. Mhelpdesk allows us to enter the information once and then everyone has access to the same information is a much more timely manner. Because the information is entered once, even if there is a mistake it is corrected and that is the end of it, it doesn't get repeated over and over. We have had a faster turn around fro initial phone call to estimate resulting in more sales. Can't ask for more than that!

Pros: Customer Service particularly Marvin Nguyen is absolutely outstanding. We are not millennial and new software is a little harder for us to learn, he was excellent at helping us with even the most basic of questions. He helped us to customize our estimates so that they look significantly more professional than our previous template. He always returned our calls quickly and with a great attitude.

Cons: None that are signficant.

"Excellent professional program"

Pros: Completely streamlines and organizes our business. The best program we have used in 20 years. I would definitely recommend this to any type of business that offers a service to their customer.

Cons: Customer service Representatives do not make alterations to the program to allow the program to work more efficiently for our business.

"Great Software For IT Communication"

Pros: It was extremely easy for our employees to use when they had issues that were IT related. Made it extremely easy to track all the open tickets of issues across the state.

Cons: We didn't have any dislikes about the software. We chose to move to an internal system of our version of helpdesk once we reached a certain size.

"Could be great if they tried"

Comments: 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.

"mHelpDesk is smart, modern, and adaptable to any sort of service business."

Comments: Customer support has been responsive, intelligent, and very helpful. It took a little imagination to see how we could use mHelpDesk, but that process has helped us think more clearly. Because this software was designed to be general - but customizable - from the ground up, I have greater confidence that it is solid. Poor software design leads to poor performance. If you're migrating to a new utility on which your business will be based for the long term, it's important to choose a program that's robust and will not disappoint you down the road.

Pros: Other workflow management programs enforce a pre-defined workflow. The 3 areas of our business each have a different workflow. mHelpDesk lets us handle all 3 the way we choose, with all customers in one database! You can build and name your own reports, rather than having to choose from a long list of those provided and guess which ones you need. Job Types and Statuses are customizable. Custom filters and screen layouts can be saved. Uncluttered, attractive user-interface and friendly ease of use. Teams are distinguished from users (logins); this feature lets us assign jobs in a general way and gives yet another way to view them. We can export Jobs data to spreadsheets for use in other applications (like Google Maps).

Cons: It's currently unable to import Jobs history. Reports do not provide totals. Can't mark part of a Job complete.

"Worst CRM Of All Time"

Comments: My experience with MHD has been a headache since day one. Many of the features promised do not work. They try to "trouble shoot" each issue when they arise, but can honestly say they have never actually fixed anything we've had an issue with in the last 10 months we've been using the product.
I have not used anything slower since dial up internet. No one at the company can give us a straight answer as to when fixed will be implemented and everyone gives the run around to save themselves.
My company speaks with them at least 3 days/wk.

Pros: MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place.

Cons: This is the worst CRM. They have false advertising on their website claiming to be the "fastest, easiest, most powerful field service software." This could not be farther from the truth. Not only is this the SLOWEST software I have ever come into contact with, they also have the worst customer support. No one who works there knows in the ins and outs of the program and they never can give consistent answers. Our company had lost thousands of dollars by implementing this application. It simple DOES NOT WORK in the field. Our company members who use it on devices other than a computer spend HOURS uploading information because the program is so slow. It is an embarrassment to our company when using it in the field and has only been a headache from day one. Do yourself a favor and DO NOT BUY THIS SOFTWARE!

"mHelpDesk/HomeAdvisor"

Comments: 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.

"Happy Using Mhelpdesk"

Comments: Only the [SENSITIVE CONTENT HIDDEN] can answer to "Business Problems" and any added benefits

Pros: The product is very easy to use
The report section is terrific, especially when looking for errors and omissions done by other users.
When mistakes are identified, corrections are applied, without any major headaches
There is no need to stuff envelopes, all correspondences are done direct from the program and if there was an internet error, the program would state the item was not sent

Cons: Searching for Job numbers related to specific clients are not as easy as searching for invoices related to clients

"Excellent Platform"

Comments: 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.

"Ease of switching"

Comments: 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

"Mhelpdesk has improved our business in a number of ways"

Comments: 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.

"Customer support is great....in particular if you can get past the service desk to a develper or accont rep"

Comments: Really need the business unit capability enhanced a bit, and security levels in the system increased (ie added limited user option)...need a few more of this tye of permision, but by business unit *ie geographic region or department...This enables us to grow as a company and not have to look for an alternative system

Pros: ease of use, desktop and mobile app pretty close....like idea of mobile app being focused on field technician, and desktop app can be used by office admin, etc.. I use it for field work order management, and close off the financial transactions for one account and on another account have finalcial transaction turned on. I use both.. I like idea of having both options. I find the tool easy to use, expandability is smooth as we grow the business...ie just add another account.......No problems with limitations on data, etc... They have a business unit function, which allows me to expand operations to different geogrphical regions and maintain each region as a separate entity.....I do not want the east coast operation to impact on the west coast operation, etc...I can also bill each region with a different logo/business unit, etc

Cons: There have been several times when changes made to system (ie enhancements), however there were bugs and it negatively impacted on my operation. Becomes a big problem when you have several hundered users out in the field and there is a bug or functionlity of the system changes. Need much more notice on functionality changes to help with field change management.

"Just about the easiest system in the world to use!"

Comments: I researched quite a few different comparable products and this is by far the best. I have a very small business with a staff that HATES technology and change and they are even capable of using this system.

Pros: It's Crazy Easy to use!
You can manage your "people" in one spot. I can see my customers and staff's profile in the click of a button.
I can organize my techs work by "Jobs" that connect right to their schedules.
The estimates are professional and accurate.
I can hide details that I don't want to share with my customers on any "template" I need to.
It is very easy to customize your templates.
You can search by any piece of info you have (name, phone number, email, address etc.).
The reports are extremely easy to run and very detailed.
The app Has a functioning offline mode for when there is no service.
The app and online version give you the option to see other peoples schedule (if they have permission).
The app used google maps so it is always up to date.
I can hide confidential info from my techs based on permission.
My people can clock in and out right from their phones.
It is compatible with quick books.
I can easily calculate my markups right from the estimate screen.
The customer service is absolutely unbeatable. They are always there during business hours. Everyone I speak with fixes my problems right away no matter if it is in a chat screen or over the phone.
Lastly everyone I speak with is clear and concise. I am speaking to people that know what they are doing.

Cons: I wish i could see a real time map view of where my techs are and have been from the online version. They have the option on the app to view a map of where an employee has been that day but I don't think there is a real time map of my people right from the online version.
This product is a little expensive for a small business if you have a lot of employees that need to have an account.

"mHelpDesk a solid tool for MSPs"

Comments: 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.

"Reports"

Comments: - 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.

"Overall Pretty Great!"

Comments: Overall I would recommend this to most people in search of a CRM. There are a lot out there, but I cannot imagine the customer service is as good.

Pros: First, The customer service is Great! Especially the rep who helped me out tremendously. The live chat feature is probably the best in the business in terms of helpful information and response time. Aside from that the software works really well. We are not totally utilizing every feature and it works really well for our company! - The overall layout and ease of use is great
- Very easy to create leads
- Easy to convert lead to a job
- Easy to create job tickets IF you enter the correct information into the ticket on the first try
- Easy to schedule
- Can even sync it to Google Calendar
- The main screen is plain and easy to use
- Moving from tab to tab is simple and straight forward
- Running reports is easy and great
- Items to service might be useful for keeping track of maintenance items on out company fleet
- May even be useful if we have a better service tech, if we start doing more service items
- We can inventory items as well.
- I would like to explore options that you may know of regarding this and tool tracking inventory
- The customer service live chat on this CRM is great
- The mobile app is great for our guys in the field to use
- Straight forward pretty simple
- Push notifications work great
- Simple and easy to contact customer
- Easy to use maps that integrate with the phones maps software
- There is are a lot of areas where you can customize the fields of input

Cons: - If you don’t input the information of the ticket correctly the first time, it makes it extremely difficult to change it after.
- You cannot look up tickets by their address on the mobile app (At least not easily if there is a way).
- When having a recurring lead there is no drop down to select the customer, you have to enter the customers name EXACTLY the same as it was entered the first time

"mHelpDesk"

Comments: Always have a great experience when dealing with customer service. I have been helped in a very timely manner with any issues that would pop up.

Pros: I like that it is easy to use and was easy to setup. The flow of the customer account is good.

Cons: I do not like the reporting. It is not the easiest reports to pull and when you do, sometimes does not make sense. However, I have not used the reports enough to say they are unworkable.

"Great Customer Support"

Comments: Overall has been great! I went to another company and came back to MHelpDesk cause the other software just didn't work like MHelpDesk - I always get prompt and friendly service which make my job easier as I am always in a hurry.

Pros: It integrates very nicely with my Quickbooks - I also like that it keeps everything streamlined to make my job easier.

Cons: Wish there was an option to "CLOSE" the estimates so they just go away versus having to mark them inactive. Once I invoice the customer I have to mark the estimate inactive or "Sent" in the status field so I can keep it separate from the "active" or "approved" estimates - I used the estimates to keep track of my current jobs.