Who Uses This Software?

Businesses that dispatch field technicians and need to track jobs, invoices and service repairs.


Average Ratings

656 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $169.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • mHelpDesk
  • www.mhelpdesk.com
  • Founded 2009
  • United States

About mHelpDesk

mHelpDesk is the #1 easiest and most powerful solution for your HVAC business, automating everything from first customer contact all the way to getting paid. We provide our customers with mobile and online tools that are unmatched in performance, reliability, and functionality. We've packed the best tools into one extremely easy-to-use and affordable package that requires no big upfront investment. And we have in-house product experts to get you up and running immediately.


mHelpDesk Features

  • Billing & Invoicing
  • Customer Database
  • Dispatch Management
  • Inventory Control
  • Job Management
  • Maintenance Scheduling
  • Mobile Access
  • Quotes / Estimates
  • Routing
  • Scheduling
  • Service History Tracking
  • Technician Management
  • Work Order Management

mHelpDesk Reviews Recently Reviewed!


Reports

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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: - great customer service availability by phone and online chat.

- easy scheduling.

- mobile app for technicians on the road.

Vendor Response

by mHelpDesk on April 05, 2018

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!

Could be great if they tried

Apr 16, 2014
2/5
Overall

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.

Vendor Response

by mHelpDesk on October 22, 2014

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 happy@mhelpdesk.com. If that doesn't work for some reason, you can contact me directly at ryan@mhelpdesk.com.

Thanks for being a customer for over 2 years. We will do whatever it takes on our end to make things right.

Ryan

Looks good, doesn't work- waste of time and money

Jan 22, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I spent a year shopping for a program, speaking with sales and doing demos. This won out on every aspect. Unfortunately nothing was as it seemed. We spent a lot of time implementing in training, only to find out months later when we started using it regularly that it actually doesn't work. It's like a bad relationship that you can't break up with because you feel you invested too much time into it. However, like a bad relationship you can't let it ruin your life. I lost thousands of dollars, hours of unbillable labor, most recently a client and a very big job because we appear inept (from relying on MHelp). I'm breaking up and moving on. Probably filing reports with the AG and BBB.

Pros: There would be many pros if everything in this app actually worked. It looks good, but clearly it's just packaging. It's glitchy and you won't find out until after spending hours and hours of labor getting it set up

Cons: Client info is frequently deleted so I have to contact clients to get info they've already provided , tax areas changed and deleted so my invoices and estimates will suddenly be wrong and I have to contact clients to let them know their bill/ estimate is incorrect. Text notification of new jobs are blank so they are pointless. Employees cannot connect- with or without internet. "Offline" mode does not work as we can't see any stored info (it doesn't cache). Everything I was told this product does sounded great during the sales pitch, but in actuality none of it actually works . A year and thousands of dollars later, a program that was supposed to make my life easier is running my business into the ground .

mHelpDesk a solid tool for MSPs

Feb 17, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Recommendations to other buyers: Do you own R&D. Do not rely solely on the info you get from mHD sales. Before you buy, put the time into understanding how you will create your workflows. Pay close attention to how you organize your job types and statuses. Make sure you think your workflows all the way through to reconciliation. Use the support forums and consistently request the functionality you need.

Just about the easiest system in the world to use!

Feb 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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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.

have used for 4 years now

Sep 06, 2018
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: We were much happier with the original version and while we continue to use the software, I still and looking for a new option to try.

Pros: It is fairly easy to use. We mainly use it to create invoices and work orders that we print and send to customers. The customization of forms was great when they helped us initially set it up.

Cons: We acutally loved this product when we first started using it. We used it on a desktop in the office. We were on the original version until they kicked us off and told us it was not longer available. The do not truly think of the people who have to use it on a desktop at all. The font is so light that I literally get a headache each day trying to read it on my 20inch monitor. I have already enlarged the magnification and then when I try to create new customers or other things, you cannot see the save button on the enlarged screen. We have tried to tell them this, but to no avail. Why would you not think there are people working in offices on desktops and laptops still??? Since they have Home Advisor, Mhelp seems to be the step child and they no longer allow you to make suggestions. I guess they do not care anymore what their customers think.

Good shell, but buggy with little support

Apr 26, 2014
3/5
Overall
4.5 / 5
Ease of Use
3 / 5
Features & Functionality
1.5 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
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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.

Recommendations to other buyers: If you're a small enough company, it is a great tool for getting you away from spreadsheets. If your orders come from online, be careful, as we have many clients that have to call us directly or go to a separate form we've created to submit orders. It definitely solves a ton of problems; however, it does create many of its own.

Exceptional service and software

Apr 15, 2015
5/5
Overall

Comments: The software: We are the owners and managers of over 1000 units across Pennsylvania, New jersey and Miami florida. We have been in the business for 17 years now and we are always looking for ways to get better and increase efficiency. I have tried so many maintenance management softwares throughout the years and non of them was able to answer our needs as much as Mhelpdesk. I am now able to monitor multiple maintenance technicians in various locations with so much ease and efficiency. It saves us money and time and most important enables us to service our tenants better and communicate progress and status of their work order with a click of a button. The fact that its is so customizable makes it so easy to arrange the information in a way that you can get a complete view of whats going on in the field in a glance. Customer Service: My first conversation was with Daniel McClain - Account executive - He was great from the get go. He took the time to answer all my questions no matter how small or big, He presented the software with great knowledge and expertise and made the process fun and interesting. When he presented the software to our staff in Florida he literally got a standing ovation. Everyone was so exited for it. Thank you Mr. McClain ;) Once i decided to go ahead with Mhelpdesk i was assigned with a customer success coach (Love the terminology) Meghan Verducci in a nutshell if i could i would hire her to work for our company in a heartbeat. She was very Knowledgeable and pleasant. If she says she will get something done you can count on it. She was honest about what can and can't be done within the software and if she didn't have an answer she would always look for one and get back to me as soon as she could. She even kept in touch when she was on vacation to make sure that my needs are met. Once the Setup was complete she provided me with a power point manual and training videos for my staff Very helpful, i was able to train my staff with easily with zero misunderstandings. Thank you Megahn for everything !!

Pros: Customizable Coloring of the work order type Recurring maintenance Report

Cons: The mobile app needs a serious upgrade! Being able to upload more then one file at a time (picture in particular) bring back the ability to make a contact inactive without having to delete his records. Keeping records is the number one need in real-estate management. There are work arounds but definitely need to be brought back

May 23, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: We provide Information Technology Service and Solutions to home and business users. We pride ourselves on the fact that we deliver service and solutions that solve the headaches that Information Technology can cause, efficiently and professionally. Our solutions are totally managed by our support team made up of inside support technicians and field service technology support teams. Working on solutions that are managed and monitored allow our customers to focus on business, not I.T. issues. We have been working with an in-house solution for a few years that couldn't offer an easy to use mobile solution. Service Techs would have to connect to the server remotely and in most cases this took too long and was inefficient. Utilizing an access database, exporting to Excel and QuickBooks was problematic due to the fact that data fields would change from an update, causing us to have to reconfigure more often. This is extremely non-productive. We are 90% done with converting our customers over to the new MHelpDesk solution. This has been a painless migration for us. I am very happy with the ease of use with this solution. The Techs love it too, and say things like "what an improvement, we now have all the customer data at our finger tips while we are at the customer location". The online help and support videos are a big plus. Checking out the Blogs we found helpful information that gave us some ideas on how we could configure MHelpDesk; saving time, trial and error. We called in for technical support twice to get clarification on exporting to QuickBooks and found the MHelpDesk support to be very knowledgeable and straight forward on the explanation of our configuration needs. Over the next month we will start barcoding all of our customers Technology Assets that we are responsible for. Our customers contract with us to manage there I.T. Systems. With the barcoding we will be that much more efficient. LESS ERRORS. Identifying equipment has been a challenge and by barcoding we now have the missing link. The biggest benefit to our company is the fact we can enter customer information and updates remotely. The information is available immediately to the main office and management can take action on services issues. This allows the field service techs to take action at the customer site, and in most cases estimate cost, invoice and bill while at the customer location. It's all about being professional and efficient. We are so pleased to have implemented this solution for our business and look forward to the successes it will bring.

Great Service Management Software with Excellent Customer Support!

Jul 17, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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!

The software is easy to use for any person- whether you are a computer pro or have basic knowledge!

Jun 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love the fact that I can create custom fields for my jobs that will translate over to invoices. I can make custom fields for each type of service I provide. You can also create custom fields for your customer profile. It absolutely amazes me as I never thought I would find a software tailor made for our niche company- a commercial diving firm. With being able to customize everything from customer profiles to job to invoices I can have the exact software and features I need and am able to disable other features I don't need. Also the customer service is seriously stellar- 5 stars! Every person I have spoken with at MHelp Desk has been extremely helpful , informative, and professional. You can call, email, or even live chat with customer support to suit your needs! They also have loads of resources if you are a do it yourself-er. Between watching videos on their youtube channel to utilizing the community forum- I have hardly needed any assistance setting up my account and utilizing it. The import from Quickbooks is seamless and so simple- it makes switching to a new software insanely easy. 10/10 would recommend!!

Cons: The only con i can think of is having to put my appointments in a time slot. I have not looked into this all the way yet as I am still customizing everything. With my business our service calls do not need time slots and the customer are not present for the work so it would be helpful to see all my appointments for the day without them being assigned a specific time. (even this isn't a real big negative for me more of a pet peeve). I bet if I asked them they could figure out how it can be set up like this!

Hopes Dashed

Oct 07, 2016
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Comments: At first I was excited to implement this program into our business. I researched for a year before choosing a paperless software. MHelp Desk promised a service mobile app. Their demonstrations were impressive. However, they can't seem to deliver what was promised. I would not recommend this product to any service company. The app may or may not save causing much frustration to my team. No news yet on when or if the app will be available and viable. The web version works much better but again you need internet to do that. Not always a possibility when the techs are in the field. There are many promises that they are "working" on the bugs, however, I have to keep adjusting our forms as well. The system seems to cause formatting issues with them. Yesterday I discovered MHelp Desk wiped out appointments that were scheduled. Appointment assigned/scheduled just disappeared from jobs.

Pros: I like the helpful the customer service agents. They really try their best in my opinion.

Cons: I feel that this program and it's designers do not have a clear understanding of the service industry. To market a product and not understand completely your customer base is very frustrating from a consumer perspective. The salesman and the set up agents lead me to believe once our forms were set up this would work wonderfully. I'm very disappointed. We've been using MHelp Desk since March 2016 and we have more issues now then we did during the summer. Like all managers I JUST need this to work. We are in our busy season now and MHelp Desk is falling very short of my expectations. It would be helpful for the staff and programmers to shadow a service company and it's techs to fully understand how to provide the best software.

Recommendations to other buyers: If you have time and patience to allow MHelp Desk to refine their efforts give them a shot. However, if you need a program that works consistently go with a more developed company. You'll pay more but it will be well worth it.

Mhelpdesk has improved our business in a number of ways

Mar 18, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Best option we found for a Professional Services Automation (PSA) platform.

Jul 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: For what it does and the price, it was the best deal we found after having looked at other a dozen alternatives. We hardly use half of what it advertises it can do, but all we needed was a Help Desk and Service Ticket platform for our use as a security systems integrator and MSP provider. Their salesperson was extremely patient and helpful, and hosted multiple webinars for stakeholders who could not all attend at the same time. It's still rough around the edges that we need to tweak, but it's 10 times better than trying to use our CRM to do service tickets like we had been doing.

Cons: The interface has that odd feeling, take-up-the-entire-screen-realestate look that supposedly a websites that have to be "Google search friendly" are forced to contend with. Reporting is weak. Some info on screen like service ticket numbers can't be selected with the mouse for copying and pasting, strangely, and not all information detailed areas are easy to get to. No Salesforce integration, but supposedly that is coming someday soon.

Overall: It does the job we need it to do: a Help Desk for internal and external use and Service management.

Testimonial for GREAT service management software - Mhelpdesk

Feb 08, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: -Ease of use.

-Customizable

-Website service ticket integration

-Integration to Quickbooks

-Customer support is top notch!

-They are very fast to update their software when customers make suggestions!

-I learned about Mhelpdesk about a year ago and tried it out and was really impressed but was missing some things for my business as I have a ton of inventory that I stock. Over the past year I have continued to watch them grow and add new features. Even in the past 60 days I have seen a ton of the requests actually put into the software which I have not seen any other software vendor listen to their customers like this. I have only been fully using this software in my business live for the past week but have saved so much time in the processes and procedures along with impressing every one of my clients when I have them sign my iPhone or iPad for the service order or invoice.

-I look forward to the new improvements that Mhelpdesk adds every few weeks.

Cons: None

*Other than waiting for the new features like POS (Point of Sale) with inventory management or interface to Quickbooks Online!

Overall: I have been in the computer technology business since 1986 and have used a ton of different software programs to run the business. I have wasted over $30,000 with the last two major software programs one was an ERP application that was just so buggy and just took too much time learning and keeping the software up and running I dumped it after using it for 1 year. The latest software program was recommended by several other technology companies as it is a PSA software but it just takes so long to do a single service order and then the process to get it to an invoice and then to the accounting application like QuickBooks was just a joke. (Almost a total of 20 clicks on different buttons and screens for each job).

I can now run my business while on the road at customers or remotely at my home office and am much more efficient and professional looking doing away with paper!

KEEP UP THE GREAT WORK!

MhelpDesk talks a big game but fails to back it up

Jun 24, 2017
1/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money

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

Overall: A headache

Has a long way to go

May 01, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Comments: 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.

Needs Better Reporting in addition to other things

Mar 19, 2015
3/5
Overall
3 / 5
Ease of Use
1 / 5
Customer Support

Comments: I have searched for quite some time for a good work request/time recording system that will prove to be cost effective and save me time. Yours fits a few of the requirements that I have for such a system - key words being "a few"... I have attempted to discuss this with technical support previously. I learned very quickly that your organization would prefer I change the way I do my business and match how you think I should do my business, rather than build a product that is flexible enough to enhance my organization and, in short, make me want to use your product and recommend it to the many clients I do work for.

There obviously is some value for me to use your software. If I had to place a percentage on the amount of your application that I am currently able to utilize for my business, I would say it's less than 10% - probably in the 5% to 6% range. The ONLY reason I have continued to use your product is because I have a few customers who log their own support requests. This is a convenience for them.

I applaud you for taking this step to find out what your customers think of your product. I hope this is a step in the direction of making your product of more value to your customers rather than to your bottom line, which from the outside looking in, appears to be the current goal.

I've taken the time (of which I do not have much of) to put together a quick "off the top of my head" list of pros and cons.... Only because you asked.

Pros of mhelpdesk:

1) easy to use interface

2) my customers may log their own requests

3) affordable monthly cost

4) quickbooks interface

5) customer import feature

cons of mhelpdesk:

1) force use of invoicing feature

2) no ability to generate custom reports

3) no export of time reports

4) quickbooks interface

5) no calendar of "work performed" (similar to a google calendar)

I am a small shop... For one employee, it would take me a day and a half (~12 hours) to invoice one month. This is unacceptable. For the month of January 2015 I did not use your system for billing. I used google calendar to keep up with time worked, exported it to a spreadsheet, imported into quickbooks - this took ~4 hours. Still longer than I wanted, but, I didn't waste an entire day. Your system costs me more than the monthly fee you charge.

Hope this helps.

Hover feature no longer works!

Aug 28, 2018
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality

Comments: I DO NOT RECOMMEND this program. As of now, it has made our business less profitable and more difficult to manage

Pros: Scheduling used to be easy and tracking of calls fairly good. We made it work even though we are in Canada, Customer service is there, but mostly their answer is "send us a feedback message" when they try to answer your questions. Imports transactions into Quickbooks

Cons: When you hover over the truncated mini view of the schedule on the calendar it does not automatically open to preview the full extent of the job any longer, which means that you have to open each job to see what it is and try to schedule from there. It's very time consuming and what program doesn't give a preview when you hover over information??? DROPS CUSTOMERS AND PHONE NUMBERS AND HAS TRANSPOSED PHONE NUMBERS AND ADDRESSES, doesn't show current day by highlighting it to know you are working in it to name a few, THEY DROP PROGRAM FEATURES WITHOUT WARNING.

Mhelpdesk Satisfaction Review

Apr 24, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: After ten years of running my computer business using QuickBooks, carbonless paper invoices, and custom PDF documents, I was able to eliminate handwriting everything with Mhelpdesk! Now I handle all my service tickets, scheduling, and invoicing online from my computer, a customer's computer, or tablet. My bookkeeper loves that I can upload all my transactions from Mhelpdesk to Quickbooks. Another plus is that it is very affordable. Transferring all my customers' info from QuickBooks to Mhelpdesk was a breeze. Although I'm a very experienced computer person, I believe this would be easy enough for just about anyone to do. The getting started section is very straightforward. Right out of the box, the forms can be used to run your business. Customizing the forms is very easy and takes little time to do. Uploading your logo to all your forms is also quick and easy. As it turns out, I have both Authorize.net and PayPal to receive payments online from my clients. When I receive a payment online, my Mhelpdesk is updated with all the transaction details. I love it! I really like the online Google Calendar scheduling. I can access it from the field on my iPhone. All instructions are listed in your control panel. If you have a website and want to add the "Schedule Service Call" feature to your site, Mhelpdesk provides the code, and all you have to do is insert it on your page. When someone schedules service online, you receive an email and it goes right into your system as a "New" request.

Cons: The product is excellent; the only downside that I could find so far is that it's not free.

Recommendations to other buyers: Talk with your bookkeeper and find out if they have any questions with the QuickBooks integration. Mine did, and I was able to go to the support page and find the answers there.

Mhelpdesk was a LIFESAVER

Mar 20, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Having never worked in a service management role before, I was nervous to jump right into my company. During my first year, I learned the ways of our day to day business practices in which we utilized a carbon copy paper system to develop our hand written work orders that contained 3 pages; One for the customer, one for billing and one for our records. Though this system was working adequately, I couldn't help but feel as though there was room for improvement in the aspect of efficiency. As it was, The office would receive a service call for a unit, in which that call would be dispatched out to a field engineer. Once on site and the problem was fixed, our engineer would complete a report and then leave a copy with our customer and save the remaining two for our office staff to complete which would be brought into our main office at the end of the work week. When I began the search for different Service Management software options, I continually found that many systems were either too expensive, or had more features than we would ever need to use.

When I came across Mhelpdesk, I used the free trial and to be honest, I didn't utilize it to the full extent just because of the amount of information that we needed to input, but something that really stood out was the customer service experience. Anytime I would reach out to the happiness team, or sales teams, they were more than flexible to work with our timelines, and all of our questions. It was then I knew this was the company I wanted to bring to my superiors and really sell to our office team to really work on switching over too.

Once we made the decision to begin implementing Mhelpdesk, this task was extremely difficult in the fact that we service an entire region with hundreds of different units. Working with the Customer Success team was a LIFESAVER. Our Success coach was Aubrey, and she was amazing. Extremely patient and always prompt with all of our meetings and phone conferences. She really worked to make our transition as seamless as possible. Still to this day, she has helped answer questions that I have had here and there. We are really looking forward to the new version and new features to come out that I know will really help our organization excel that much more!

A good value for the money

Jul 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: If you are a small business provider that offers services and MSP type services, this is worth a look. This has worked out for us being a small security systems integrator that has a nationwide footprint.

Pros: A good value with some customization ability. The support team was top notch in assisting in getting us setup. It was the best solution to fit our needs out of having looked at over half a dozen name brand competitors, many of which didn't have the useful features mHelpDesk does. General support is also pretty good.

Cons: We were not able to import as many field from the CSV export from our old system as we would have liked. Some custom fields are apparently not searchable. If you have clients that have leases, they currently lack an effective way to track different leases and the equipment on those leases associated with the same customer. But they have been very receptive to this feedback and hopefully will have a solution soon. They advertise a time and attendance timeclock function but I do not see it as very usable yet.

My first enterprise software - if I can call it that

Feb 05, 2013
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Overall: 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.

Great Service with a Lot of Potential!

Nov 11, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Comments: Having previously used similar services like Jobber, I had many expectation going into using MHelpdesk. While we had a few hiccups during our initial setup while working with support, we did get everything squared away and setup properly. Overall MHelpDesk is setup very similar to similar services. It did not take to long to get used to the interface. All support representatives have been incredibly friendly and always willing to help to the best of their abilities. Although we have had a few issues here and there that required us to reach out to support and if they were not able to help us immediately, it seemed like it took longer than it should for support to follow back up with us. That being said like most services MHelpdesk has many Pros and cons that need to be weighed when deciding to use the service.

Pros: 1. Easy to use user interface 2. Friendly support 3. Very easy to add recurring jobs 4. Text notification are terrific 5. Notes universally kept in client profile 6. Schedule Calendar Screen works great with scheduling and rescheduling

Cons: 1. It would be nice to have a proper punch clock for our employees rather then the start and stop watch that is built into the application. 2. The mobile app does not always work, sometimes it freezes or refuses to load. 3. Reporting is not as easy as similar services 4. When using int he browser it seems to time out often 5. Address input does not always grab the proper address when importing a client. It will try to search and auto fill the address which sometimes inputs a incorrect location.

Recommendations to other buyers: Give it a try! It might be perfect for you. You will never know till you see if it fits your companies work flow.

Horrible system for what you pay for.

Dec 07, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Comments: Our company has been using this software coming up on 9 months now. We have invested countless hours in labour to enter all of our inventory and cost it accordingly, only to have it not transfer properly to our accounting software. We pay more for this system than that web based accounting software, which we were told this field software would eliminate down time and work order errors. But its quite the opposite. I find myself in the office until the wee hours of the morning trying to export our invoices for the accounts only to find that products that have transferred without issue in the past, now no longer exist in our product and services. There are many other factors of this software that frankly are not worth beating your head off the wall like I have, ie, time sheets are still not integrated, costing sheets don't work the way they should. (actual cost vs. quoted or estimated cost), rules within the accounting system are not picked up by this system until the invoices and products have already been added to your products and services list (" quotation marks for example") but you only find this out when its time to export to the accounting software does this software tell you. After invoicing has been done and after you have been paid. Meaning you have to go back into all you work orders, invoices, and products and services and change them, before you can try again. All in all SAVE YOUR MONEY, or if you are looking for a field software that will actually save you time and money DON'T PICK THIS ONE, MHELP DESK is the worst system that I have ever had to use. When you do get a hold of customer support, the same old answer is given, "We'll bring it up in our TEAM meeting and discuss with our programmers" USELESS

Pros: NOT ONE!

Cons: TOO MANY TO LIST

Recommendations to other buyers: RUN, POINT, CLICK, in the other direction. SAVE your money.

Capterra-loader

Our experience has been extremely positive. No other company would go this far for a customer.

Feb 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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".

Overall: 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.

Vendor Response

by mHelpDesk on February 05, 2018

Thank you for sharing your thoughts on mHelpDesk Mark! We are so happy to work with you and VIALARM.

Works great for invoicing. Scheduling and clock in features need work

Apr 10, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Overall we like Mhelpdesk, but it is not a one stop shop at this point. We use T-sheets to compensate for the clocking in issues which is too bad.

Pros: The customization possibilities for creating estimates and invoices are awesome. Being able to create a price list makes invoicing in the field much easier since you can just add a pre-worded/priced line item to the invoice. Collecting payments also is very easy with the option to email the invoice to a customer and they are able to click a link and pay with a credit card.

Cons: The new clock-in feature still has a lot of bugs. We stopped using it because we had so many issues with it and ended up overpaying some employees. Also the GPS tracking feature is very hit and miss. We ended up using T-sheets for clocking in. Scheduling works pretty well, but we have had issues with the app going offline and employees not realizing it and then looking at the wrong schedule.

Customer Service

Oct 18, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Features, versatility, SQL database, reporting, etc.

Cons: A few little things we would like to see are missing.

Overall: I have been in service industries for more than 40 years as a President and CEO - most of those years building a company from its inception as a small local business into a business generating more than 1 billion dollars in revenues. I must say that I have experienced significant difficulty getting set up on mHelpDesk. It has taken more than a month fraught with frustration. I am still with you 100%+ because of your sales, implementation and support personnel.

All of them - ALL OF THEM - have been EXCEPTIONAL. Genuine care, empathy and a sincere desire to help me overcome and work thru a myriad of setup difficulties have been the overriding factors in our finally achieving success with our setup.

Britt has led the charge. Without Britt leading with such grace, style and encouragement we would most likely have moved to the new Intuit Field Mgt. software on an Enterprise platform.

Britt is determined to lead her customers thru any storm towards successful implementation. Her tenacity and determination coupled with her pleasant demeanor are a tremendous asset for your company.

And I cannot say enuf about your tech support team and Stephen, our salesman. Stephen kept us from going to Wintac early on. He is a real professional.

I think your staff has paved the way for my company to remain a customer for life.

Thanks for hiring such talent.

Recommendations to other buyers: I will share more after some time in service.

MHelpdesk Keeps us organized and gets us paid

Nov 15, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Overall: 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.

Center of my business records

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Keeps records of work performed, where and their associated invoices all in one place. Easy to search to review work done at a site and prices charged for specific items. For instance, say I'm called to customer A for RTU1. I can quickly check records on what's been done with that unit and stay one step ahead so I'm not repeating work. Work notes can be easily added to the job, more detailed part numbers, prices, etc. can be attached with private notes.

Cons: Screens often load slowly in the browser or get hung up. Sometimes it costs a few extra minutes when you could use them. The templates are difficult to get right, preview is not representative of the actual document it'll create.

Not ready for the real world, to little features too much money

Nov 24, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: The initial support was good, it looked promising we had a check list with required features they said it would all do , until we started using it

Cons: web interface is slow and crashes frequently, navigation not very intuitive , too many clicks for everything. bugs in security settings, bugs in mobile app, not many usable features and reports.

the job list started crashing one we had about 200 jobs loaded

we canceled our subscription after 3 months i really don't understand how they got all the good reviews?

Overall: After this unsuccessful start with Mhelpdesk we had better starting point to select a follow up application

Vendor Response

by mHelpDesk on December 06, 2017

Vincent here, CEO of mHelpDesk. I want to personally thank you considering us. Please know I take feedback seriously.

I looked through your history and could not find anything related to slowness/crashes. If you ever come across it please bring it to my attention so I can look into it. I did find a support case where your list needed a setting to display correctly. I'm glad that Kaye was able to quickly resolve this for you.

I also want to thank you for the suggestions you made on redesigning mHelpDesk to fit your needs. I consider myself a techie like you and can see the benefits.

That said, our clients choose mHelpDesk because of how easy it is to use. That is why we were not able to redesign this part of the software for you. Obviously, I understand this wasn't what you wanted to hear.

I sent your feedback for review. If the "majority" of our users agree we'll happily change it. mHelpDesk was built on client feedback! Maybe one day we can win you back. Thanks!

Mhelpdesk makes my customers happy at a price that makes me happy!

Mar 18, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: My business partner and I have been using Mhelpdesk in our telecommunications business for about three years now. We had searched for a long time for a product that was easy to manage, affordable, and that enhanced our customer relationships.

We tried the "server based" solutions, spending thousands of dollars for a complicated product, which also required us to budget for "maintenance fees" so we could get support when bugs were discovered. Although we tried several solutions, none met our goals for ease of use and low cost of ownership.

When we finally discovered Mhelpdesk, we couldn't believe how simple it was to get started. Not only did it provide the features we need for scheduling, assigning, and billing projects, it also integrated closely with our QuickBooks accounting software. We were able to import tons of information and use it to populate our Mhelpdesk account data.

As our needs changed, we challenged the folks at Mhelpdesk to solve several problems in workflow within our business by adding features to their product. A prime example of this occurred when we asked Mhelpdesk to provide a way to automatically assign and notify technicians when a service ticket came in for their customer. Within two months Mhelpdesk had refined the added feature, and now ALL Mhelpdesk customers are able to make use of it.

Dollars always matter with a small business like ours. With Mhelpdesk, we get the whole solution set, but only have to pay per user. This results in minimum cost for maximum capabilities.

Perhaps more important than the dollars is the frequent positive feedback we get from our customers about how easy it is to do business with us (because of the user-friendly branded interface Mhelpdesk provides on our behalf). They like being able to enter a request online quickly, and being able to see past tickets, etc. They see doing business this was as "hassle-free"!

Overall, engaging Mhelpdesk has been one of the best business decisions my partner and I have ever made. We highly recommend it!

The entire process from signing up to rolling out has been exceptional- #moneywellspent

Jan 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Business before mHelpDesk had us lacking in reporting and a general understanding of our numbers.

We now have the ability to track our sales, booking rates, marketing dollars and customers in a simple format that anyone on our team can use.

If you are considering a new CRM, I recommend Mhelpdesk. I tried rolling out 4 other competitors all of which were too cumbersome, confusing and lacking in functionality.

Mhelpdesk has unbelievable support and the system is not complicated- anyone can use this platform with or without computer abilities.

We look forward to partnering with Mhelpdesk for years to come.

Cons: Anything which is not part of the system can usually be figured out with a work around or help from the tech team.

Overall: Ability to track many different metrics in my business. The ability to manage a paperless service business keeping every document in the cloud.

Vendor Response

by mHelpDesk on January 22, 2018

Thank you so much for this review, Scott! We're glad that the reporting and other parts of mHelpDesk has been #moneywellspent for you and your team. :)

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

Apr 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Good Software, Poor customer service

Jul 05, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Comments: We are actively looking for a new product to use because no one will help us have the software integrate with our payroll company and accounting software. We are the type of organization that overcomes challenges and problems. We need to find a software company that will work with us to find solutions, not just provide roadblocks. But the software is useful.

Pros: It is easy to use both for my Field staff & Office staff. Has nice note taking features. Generally works most of the time.

Cons: Does not speak well to account software. It can invoice, but does not provide the ability to pull reports like accounting software. Customer service staff VERY difficult to work with. They will not pick up a phone and talk to you, and when they speak to you they sound condescending. I am the customer, what happened to the customer is always right, and we will work for you to keep your business.

mHelpdesk seems very immature

Mar 20, 2017
1/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Easy to set up and start to "try" to use.

Cons: Far to simplistic for a business that handles a variety of service customers from wholesale to retail. Also, the customer service side seems less than competent. When the going got tough, they quit.

Overall: We have a cabling company and found mHelpdesk to be buggy and although easy to use and configure, not near enough configuration to get it to a satisfactory stage for us to use. When the customer service side was confronted with 2 issues they could not resolve, the just stopped communicating and trying. Think twice before using. You will trade "easy" for "really cannot be used in a business environment."

Recommendations to other buyers: We have dropped this product.

Vendor Response

by mHelpDesk on May 09, 2017

HI Roger - Vincent here - CEO of mHelpDesk. First, I want to apologize and let you know that this review is not only painful to read, but I'm also embarrassed. I'm personally diving in to see what we could have done better to serve you. I'd like to connect at your earliest convenience.

You are right that mHelpDesk can seem too easy to use. Especially for more advanced users like yourself. This is deliberate because most of our customers demand something very easy to use and configure, which means sometimes we have to sacrifice complicated use cases.

Being "easy to use and configure" has its pros and cons. The pro is that it works for 90% of businesses that would like to get up and running fast. It makes it easy to train staff on. I saw that you're in the IT data infrastructure business, which has more advanced use cases. The downside is that it's not always obvious how mHelpDesk can handle these.

Can we chat 1-on-1 to see if we can come up with solutions? I'm happy to chat.

May 17, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: I run a small company dealing with computer repairs and services in Nottingham, England dealing with residential clients and small businesses. The majority of my work is carried out on the clients premises, with a smaller amount being in my workshop or via remote support. I've tried lots of different CRM, invoicing, and general pieces of organizational software to try and keep my business running smoothly and well organized - but have never been totally happy with what I have found. I've usually ended up having to use 2 or 3 different pieces of software to accomplish what I need. I've been using MHelpdesk for the last couple of months and I think I've finally found what I've been looking for. It was very easy to set up to suit my needs. I easily imported my client database from Quickbooks and was up and running very quickly. The thing I like the most about MHelpdesk are I can do everything in the one package. My workflow goes like this - Customer calls>Add to MHelpdesk(If not there already)>Create Job>Schedule appointment>Complete Job>Invoice client>Get Paid>Close job. All in the same software, very smooth! I'm already finding I'm a lot better organized than I was. As MHelpdesk is hosted, it is also great when I'm out and about on appointments. I can log into it from anywhere I have a net connection and do whatever I need to do, whether it's on the clients PC, or my phone or iPad. The software is also very customizable and allows you to add custom forms or fields to your work orders so you can capture all the info you need; as well as renaming lots of items to suit your needs. Support is also first class. The product seems to get updated constantly, and quite often requests for features made on the user forums are implemented into the software if enough people think they will be useful. Overall I think this is a great piece of software and if you are running a service business it will make your life a lot easier.

KNOWLEDGEABLE STAFF!

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: Today, mHelpDesk Support offered me a work-around inside estimate/invoicing PDFs to help display important info to my customers. In addition, they added a field to my invoice (which I couldn't have figured out myself) within a few minutes. I could go on...

Pros: The mHelpDesk Customer Support Team is terrific. I have had to reach out a few times in the past 3+ years I've been using the platform, to learn how to make the system work better (on my end) for my company. EVERY SINGLE CALL was answered in a friendly and knowledgeable manner.

Cons: I needed some coaching on how to relocate line items. With a helpful pointer, I was able to do it easily.

Magic Turn Key

Feb 18, 2010
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: This software has many pros...

* easily integrates

*easy to pull from your database

*rarely ever down

*totally customizable to fit your needs wether it is a mechanic or Computer company such as myself.

*customer service is out of this world, the company listens to its customers for improvments all the way and they are extremely receptive to all suggestions.

*every feature is great and molds to your business how you would like

*Also because it is browser based my employees in the field can complete work order right at the jobsite instead of filling out papers and putting them in the database later..saves a ton of paperwork money as I like to call it .

Cons: *you pay per user so for a small business its a lot to have just 4 poeple using it.....

Overall: this software has made my life a ton easier. I used to work on an access database and i would constantly have to worry about fixing things all the time. The database would go down. I would get errors. I did not have the extra man hours to be worrying about this. its important to me not to have to worry about these kinds of things. They should just work and mhelpdesk has done that for me and saved me way more money in man hours alone trying to solve an issue on my server. now they solve issues for me, but needless to say i have only had 1 issue and they took care of it within 15 minutes...The best customer service that i have ever experienced for a service such as this. I highly recommend any one in a service based business from, mechanics, lawn services, cleaning services (any appointment based services) to use this software to keep track of invoicing (yes integrates with quickbooks too) scheduling, customer information, details of jobs done and to keep track of what employees do.

Need to seep up system

Jul 06, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Extremely
Likely

Comments: The auto fill with New Zealand map when logging customers details and working with our Xero accounting package

Pros: Good system but need to work with out accounting package. Xero. The mobile app is very good, can we do gps check where techs are?

Cons: There are few things the system needs to do. 1. System needs to be fast, is has been slow and down lately 2. Our address map on the system not working for nz 3. The texting option to opt out should be if they reply no text update rather then the option 4 should auto search from data base the end users details and it should not be tied with billing Customer. 5

Terrible

Aug 01, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: At this point NONE, it is overly complicated, inflexible and often doesn't even work as it should! They do not respond in a timely manner. 2 years ago before the company was bought out they were better, they at least tried to help although the program was still glitchy then too!

Cons: It is full of fatal glitches which render the program useless!!! The tech staff are polite but completely not knowledgable and so unhelpful. The phone app would not display our workers jobs, it has been 10 days and the issue remains unfixed!

Overall: It tortured us for 2 years!

Vendor Response

by mHelpDesk on August 02, 2018

Hi Kathryn,
This feedback is very difficult to read, but we appreciate your taking the time to send it. Clearly we value you as a long time customer and would like the opportunity to see if we can resolve the issues you've experienced. We'll be reaching out today to see if there's anything that we can do. Thank you, and we sincerely apologize for the challenges you've had with our product.

Highly recommend this product. We used to use WINTAC and made the switch and couldn't be happier!

Jan 18, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Mobile friendly and ease of use. Customer service is great too! Another Pro is that as we type in the address, it is linked with Google and it will give you the full address with correct spelling, with city and zip. It cuts our time down in entering addresses; along with ensuring the address is correct for our technicians. No more misspelled addresses!

Cons: Some times the click down feature gets stuck when operating from my iPhone and it won't allow me to select things. So I have to click save and do it again and then it works. I think it is a bug with the new iPhone; hoping they will fix it soon.

Vendor Response

by mHelpDesk on January 19, 2018

Thank you so much for your review, Karen! We're so glad that the mobile app has been helpful for your business.

A Little Pricey For What You Get

Feb 22, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Extremely
Likely

Comments: All in all, a good bit of software, and it probably ends up being worth the (relatively steep) price.

Pros: Ease of use is great. I like that I can start to build an estimate on my phone, finish it on my computer, and have it emailed directly to my client. Can't beat that for the world.

Cons: Considering some of the shortage of features, I think the charge is over-priced for what you get. I am still in my free trial month, and I'm debating with myself about whether I want to spring for the cost per month for this. I'll probably keep it, but it's iffy. Regarding the shortage of features, for this price, I should be able to do just about anything I want with invoices, but they are relatively static. For instance, you don't have much flexibility on how your estimates will function. You can make them LOOK different, but if you want, for example to have materials and labor estimates be completely separate (as I like to because my customers often like to buy their own materials due to military discounts or shopping around), you just can't do it. That's a shame because it's an obvious enough feature that your random pack of carbon invoices from Office Max will have that division.

Keep looking...

Jun 16, 2014
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: I can't figure out what I like about this product.

Cons: There is very little that is customizable, although that's not what they tell us. They told us that we could not back up our data because they back it up offsite, and if we need something to contact them, and they would pull it for us. When we needed something pulled, we found out that what we were told was not true and that they in fact did not back up the data offsite (or anywhere for that matter)! We get different answers from Tech Support based off of who we are speaking to at the time. One person tells us something, and another person will tell us that what that original person told you isn't true. Whatever we need, they cannot help you with. Information that we input when we are paying things becomes unavailable on reports, which tend to print in summary not detail. Everything is so darn difficult and time consuming. Our client was a large investment fund, and they required their invoices to be done in a certain format, a very simple format. MHelpdesk could not customize their invoices for our needs, although they told us they could initially. We had to retype all invoices so they could be submitted.

Recommendations to other buyers: You get what you pay for. Price is truly indicative of quality of software, tech support, and general ease of use.

Vendor Response

by mHelpDesk on August 28, 2014

Cindi - we realize that you were having trouble getting setup with our software. We have a team of 15 people whose sole purpose is to ensure customer success and happiness. We'd be more than happy to help you out and get you up and running. Call us anytime.

Best program for small business

May 28, 2014
5/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The best feature I like is that you can customize your form to your needs. Other programs that our company has used say that they are customizable, but you can only add a logo and change the labels on the text fields and/or remove certain fields. I also like the web portal feature for the customers. It makes it really efficient on our staff not having to send out invoices or estimates, or having to send emails for signatures for estimates; it can all be done via the web portal.

Cons: The only thing I least like about the software is that the our company takes photos of the jobs we do, and it does not allow to send with the invoice automatically. We need to send a separate email with photos of the job, and that creates another task for the staff to do. It really is not much of work to do, but when a company tries to be more efficient, it does add hours of work at end of year which could be cut down.

Recommendations to other buyers: Go through each feature to make sure it is what you need. I have tested other similar programs that say they have features that other programs don't have, but when actually evaluating, to me, they are just false advertisement. Take your time in looking for the program that best fits your need, not just at the cost. You can or will lose money and time for your business, which actually gives you tons of work, due to making back up of all the database and exporting invoices from one program and importing to another. That's if the program allows importing; otherwise you will need to do it manually, which is awful.

The best of them all, trust me, I would know!

Mar 18, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Since we started our small service company two years ago, we quickly realized how the leg work of the service industry can be a full time job in It's self. We tried five separate services to help manage our work, appointments, invoices, and estimates and of all five, only ONE could deliver what we needed.

With entirely customizable layouts, templates, and features, Mhekpdesk has fully allowed us to maintain a lean, yet undeniably effecienty opperating procedure.

Keeping our work orders or tickets organized, with associated information such as details of the job, materials, appointments, invoicing and estimating, helps streamline our entire operation tremendously.

Furthermore, when we experieced any issues, we immediately called their support staff and received extremely quick responses. Not once has an issue gone unresolved, including custom made HTML code for our invoices, which was created specefically for our needs by Mhelpdesk staff To incorporate payment information on the bottom of our clients final invoices.

The best part of Mhelpdesk, aside from the perfectly performing software, great support staff, and extremely fair pricing, has to be the interface in which you use their services. Offering both a desktop and mobile version, Mhelpdesk is extremely easy to setup, customize, and navigate. I have recommended this service to everyone I know personally who is in business because I find as if this utility is an absolutely necessary asset in any workplace.

Our effeciency has more than doubled and has easilly allowed our very limited staff to operate at much larger capacaties! Everyone we do business with is blown away by how were so 'on top' of things, and I owe that to the great guys and girls at Mhelpdesk.

Program needs development

Jun 05, 2015
1/5
Overall
1 / 5
Ease of Use
2 / 5
Customer Support

Comments: I was really hoping that this was the answer to our company needs for a field service program and invested considerable time, energy and money to make it a success. In the end, the product had major issues that rendered it inoperable for my company (scrambling customer addresses as it transfered to Quickbooks). Ashley and others were extremely nice and patient in our learning process of the product. The entire company has a great attitude. However, I felt that trainers lacked a depth of working knowledge of the program and the ability to guide us when we had to come up with alternatives to make the product fit our company needs. I had multiple instances of being told it would not do a certain thing, only to find out later that it would.

Vendor Response

by mHelpDesk on June 12, 2015

Hey Nannett -thanks for the feedback. First I want to apologize for the experience. Please know that this is not the norm and we are always striving to do better. I¿d like to address your concerns head-on. Our QuickBooks integration was just upgraded to improve the way addresses are handled. The past problem was that every business has their own unique way. Some start with the street name and some start with the billing name. This makes it hard to catch all variations.To address the trainers, we are aware and unfortunately it is a side-effect of growing. We¿ve quadrupled our team sizes to add more Customer Success Coaches. Because of the depth of the software, it takes more than just a couple months to learn all the use-cases to solve every unique customer case. We¿ve taken measures to make sure we have a buddy system for each new coach to paired with a veteran coach. That said, our #1 goal is to continue to provide you with solutions swiftly. Thank you for your patience and your conti

Customer Support is quick and helpful

Mar 27, 2018
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Mhelpdesk is a great tool for team management. Custom templates for job tracking/invoices and custom statuses allow you to tailor and streamline your documentation for your team.

Cons: Unfortunately the scheduling and estimating Features are very ineffective, the lack of customization kills the value that this software could really add to our business, in the 2+ years we have used this product no significant advances have taken place to make these features better.

Worst experience with customer service ever!!!!

Mar 16, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: Can anyone call me back or help one of your long time customers?

Pros: I am a pro with M Helpdesk and I was liking it until I have a transaction that I need help with. No one will call me back or answer the phone. Ridiculously bad customer service. They give you the run around with there stupid British answering machine. I now realize they don't want to help us.

Cons: The customer service. The app. is not very good either. It only works about half the time and it won't always attach the estimate or invoice. If you need help good luck getting a hold of help desk. Why do they call it that if they don't help there customers.

Capterra-loader

mHelp has been a welcome addition to our office. We are finding it to be valuable to our business.

Mar 13, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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!

Vendor Response

by mHelpDesk on March 14, 2018

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!