Who Uses This Software?

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


Average Ratings

606 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!


Management Software

Jun 18, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: We wanted to try out several different software for my helpdesk position. This was on the list and it made scheduling easier with lots of options.

Cons: The features needed to be streamlined a bit. It would be overwhelming to a first time user to try and get used to.

Horrible customer support and functionality

Jun 14, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: There wasn¿t one thing we loved about this software once we bought it and they forced us to pay a lot to get started non-refundable and then we didn¿t like the software after we found the bugs and there was no refund and they continued to take money out for a few months after we canceled.

Cons: They tell you it can be customized to work anywhere and use their app. Firstly it¿s customizable only to the extent the software engineers are willing to customize it and the app only works partially, you have to have your techs login to the website from their iPads and try to find the areas to upload pictures or it add follow up notes.

So far works wonderful.

Jun 08, 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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Pros: Convenient to access, layout works easy to locate items and files. Ability to go from desktop to app add a lot of ease.

Cons: When the reps add a job and supervisor adds info it creates two of the same items. So when I go into files there¿s two or three of the same service events.

Capterra-loader

Very good application for billing options

Jun 07, 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: 8.0/10 Not
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Pros: It is a fairly friendly application, I like the options to schedule appointments and billing modules. However, there is still a lot to know.

Cons: In general terms I have no major drawbacks, however the version for Android devices seems a bit limited in some functions

Overall: Actually I quite like the application for managing accounts, I recommend it

Best part of this product is customer service and so far so good.

Jun 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Great for generating new invoices and getting the information from my technicians is far a lot easier and better now. My business seems to grow after using this. Great initiative to see the customer service reply over here as that's what this company is supposed to be good at and they are. The prices are fine as well. All in all a good one.

Cons: The GPS enabled location history tracker is by the coolest feature for this app to have. But we need to track our technicians in real time and make sense of what's going on, please try to inculcate that as well. Manual Data entry is a task too. Hope that'll go away sometime soon.

Works great and does most of its features well.

Jun 05, 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
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Pros: Mhelpdesk does a lot of different things and most of them well. The invoicing, scheduling, and customer database features are easy to use, have virtually no glitches and are always being improved.

Cons: The clock in features are a mess. So many errors when they rolled it out that we gave up after a few months and switched to Tsheets. They may have fixed it by now, but I don;t know since we moved on from that feature.

Help me

Jun 05, 2018
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: It has the potential customers information on home advisor once you click on their lead you can make notes

Cons: When I use it for Home advisor leads I cleick on this and have to click out to move on to the next call. I dont like that. I like to just scroll to next customer

Capterra-loader

Customer Support is excellent!

May 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is feature rich for a great price. It is easy to use and has many tutorials (if even needed). The scheduling and invoicing system are terrific.

Cons: The search function is not very good. I'm told it will be upgraded, but it has been quite awhile now.

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

May 29, 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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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

Ease of use is fantastic, but has some issues with visibility of notes and job flow.

May 24, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Great job! Will definitely recommend.

Pros: It's intuitive and very clean and clear. Functional, and modifications are exactly where they should be.

Cons: Having issues seeing multiple calendars with a touchscreen laptop. Would also like more note visibility from main page. Don't like that every time you hover over a job it pulls up a tab you have to minimize, it should automatically minimize, would be faster. Other than that amazing job flow.

Capterra-loader

Absolutely Fantastic Customer Support and Easy to use!

May 24, 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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Pros: Whenever there is an issue with anything on the program they are super quick to get it fixed and won't stop until it is fixed. There are not a lot of issues, but every program has its glitches. It is also super easy to use and helps keep us very organized.

Cons: Sometimes the app does act up but it was much better once we switched our cellular device carrier to one with better coverage

Overall: Organized our service business and made it much easier to operate

Helpful

May 21, 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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Pros: The customization of this software is exceptional, it helps to manage my time easily and never skip any.

Cons: For the mobile application, some features are not visible. Maybe upgrade version of the application is suitable.

Very difficult to use, not helpful customer service. Very glitchy. Was not impressed

May 18, 2018
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I initially enjoyed that this softeare could replace quickbooks and lotus scheduling until it turned into a nightmare and I was losing more information than I was gaining.

Cons: Everything about this software was irritating but as updates came out it did feel like the glitches were getting fixed

Overall: Once the glucthes started going away and it because more user friendly it was nice to keep scheduling and invoices.

Vendor Response

by mHelpDesk on May 25, 2018

Thank you for your feedback, Tyler--we appreciate your candor and wish you had had a better experience. We really try to serve all of our customers and support their businesses, but sometimes the fit isn't there. Please let us know if there is anything we can do for you or AQM in the future.

We love MHelpDesk!

May 17, 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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Pros: We have over 1200 employees. The MHelpDesk is so convenient in getting repair messages to our maintenance department.

Cons: I must say that the website is a bit hard to navigate around. But I always find my way eventually...

Vendor Response

by mHelpDesk on May 21, 2018

Thank you so much for the review Krista! We're very grateful for you business and feedback.

Great office help

May 15, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy jobs, invoices, and estimates which make it easy for office and technicians to know what jobs to do. The company is very helpful if a problem does arise.

Cons: Not many Cons because I can't think of any right now. The only thing would be changing the templates but even when a problem arose the customer service is great and helped us through to what we needed.

Wonderful Customer Service

May 14, 2018
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
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Comments: Ultimately, it is worth the expense and issues for the end result. I recommend.

Pros: The customer service is exceptional. The program is going to allow me to eliminate one office person and add an additional person in the field (where the money is).

Cons: It doesn't have all the features that I would like but I shopped around a lot and this program allowed us to work off line when necessary. This is important as our techs do not always have service out in the field. Also, a lot of the not so positive reviews I have read - use the chat/help feature. Some of the comments are due to user error. The customer service staff is wonderful.

It manages a myriad of things well related to helpdesk items.

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Many features, excellent support, continual development, and it isn't painful to look at.

Cons: Not as much layout customization as I'd like(sizing mostly). Certain features still need working out(ex. duplicating customer equipment)

fabulous online job tracking system,

May 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: customize features are awesome, can add any field that we want to include in our job sheet. web based job tracking feature is great, can track down a job under any criteria easily can email estimate and invoice. can upload photos and files mobile app is great

Cons: 1).Time zone difference is not very convenient for overseas users like us for phone support. 2).customer data base is not shared among billing customers, have a lot of repeat data. 3).Also not work with XERO is a huge disadvantage

Do not trust MHelpdesk - Not compliant for use in Europe and refuse to refund

May 01, 2018
1/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Do not trust or use this company!!! We've recently subscribed to MHelpdesk for field software after a trial with them. With the upcoming GDPR regulations coming in across Europe, we specifically asked them if the software will be GDPR compliant prior to purchasing for obvious reasons as it would affect all their European customers. We were categorically told us it would so we paid the premium setup service and paid or subscription to start on the 1st April 18. on the 29 April they emailed us to say that their software will not be compliant with GDPR and that they are not prepared to do the work to make it compliant. Of course, having been mis-sold the service which is not fit for purpose for our country, they agreed to refund the setup costs, but refused to refund the annual subscription that we were 30 days into, which we've not even used the service once as the setup had not been completed! Several emails later, they have decided to keep the full annual subscription for a service they have withdrawn from us due to it not being compliant or fit for purpose. Another company who promise the earth and pester you for the business, and then fail to deliver and also keep the money!!! I'm disgusted with them.

Pros: Nice software. Were extremely helpful when trialing the software and it does what we want it to do (if it was compliant with European GDPR, which it is not).

Cons: Mis-sold the service. Was told that it was compliant with the incoming GDPR regulations, however 29 days after taking the contract out they have emailed informing us that they are not willing to do the work to comply with the data protection and have withdrawn from the agreement but refused to refund my annual subscription!!!

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
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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.

Exceptional!

Apr 26, 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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Comments: I love everything about the program so far. I have not figured out how to enter receipts yet.

Pros: Easy to work through.I have no problem navigating through from one page to the other with ease. And, I need ease!

Cons: No after hour person to speak with for problem that may arise. There has been times when I have needed someone to help me on the weekends or evenings but nobody available.

I have been using this software as a part of Home Advisor.

Apr 26, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There is a lot this is capable of. It has the capability to run an entire business by itself. You do everything from set appointments to invoice all in one system.

Cons: It doesnt have a very user friendly interface. It seems like it would take a huge time investment to learn the ins and outs. You cant just jump in and roll with it.

Overall: Not enough for me to continue to purchase.

This application is a powerful tool that will help you in every step that takes place with the client, from the first day until closing the sale.

Apr 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: This application will surely fulfill all the expectations as it did with me, I feel fortunate to have found it, the cost is somewhat high but it is compensated with how useful it is.

Pros: It is as easy to use as it is efficient, in simple steps you can make an appointment, follow up clients, register each transaction, quote and have complete control of the follow-up with the client.

Cons: The mobile application is a bit limited in some tasks, I would like it to have more functionality but in general it is a good work tool, to be used every day.

Very convenient option that makes Home Advisor an easy tool for smaller contractors.

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I really like that MHelpDesk has an app that makes it very convenient for smaller business owners. Also, the management of Home Advisor leads is very convenient.

Cons: I'm currently using ServiceTitan as a CRM and it would be extremely convenient if an integration were made possible. Booking a lead through MhelpDesk and ServiceTitan creates room for error in the Customer Service Department.

Overall: Honestly, we didn't benefit that much. Although, that isn't the fault of the app. At the time of implementation, our Customer Service Department was lacking a supervisor so it was at the discretion of the rep to manage the app. It ended up becoming too much for them to oversee along with all of the other tasks they have.

Software Necessary for Teams

Apr 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Great software that can be used online or offline to communicate with team members and coordinate projects.

Cons: Nothing negative, this is a great program and they really have done a lot with it. I would recommend it to others.

Vendor Response

by mHelpDesk on April 20, 2018

Thank you so much for your feedback Marie! We really appreciate it and are grateful to get to serve your business.

MHelp Desk delivers on all aspects of its business software!

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Easy to learn the features. Great customer support. Designed to make your business run smoothly and have tons of info with just a few clicks of the mouse!

Cons: There is really nothing I do not like about the software. It has everything I am looking for to bring our business's office into the 21st century!

I'm a new user and was stuck a few times today while creating invoices. The mHelpdesk team was very helpful in instructing me.

Apr 12, 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
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Comments: Terrific product for busy service industry users!

Pros: Intuitive. Ease of use while busy. The web plus mobile option is perfect for use in office and the field.

Cons: The invoicing functionality is my least favorite feature, however, given that we're not in Quick Books, I appreciate why. That said, tweaking it to offer basic accounting options would be great.

Customer service sucks. Spent hours on the phone . They invoiced me even after cancellation

Apr 10, 2018
3/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Cons: There time sheet don't work. The app works half the time. Customer service sucks. They should call MHOLD desk. I spent 3 hours on hold .

Vendor Response

by mHelpDesk on April 12, 2018

Hi Michael--thank you so much for this feedback, which is difficult to hear but important. We take our customer service very seriously and are very sorry that you experienced these issues. We'll be confirming today that your account concerns have been resolved.

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
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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.

More time with family

Apr 09, 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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Pros: I can manage my schedule, receive invoices and receive payments from one place, all this used to be done from my office and now I can do all these thing from my phone.

Cons: I feel as though the program can be a bit pricey and at times its rather hard to get a hold of someone when you need assistance with the software not performing and or working properly.

Worst experience ever

Apr 09, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Do not purchase this software. It will be a nightmare for you and your techs. Feel free to get the free 14 day trail to see what I am saying. Don't let mhelpdesk fool you into how easy it is and make the same mistake of purchasing as I have.

Pros: I seriously can't think of one... but they are quick into manipulating a customer into the ease of their product which is not easy to use. I paid for an entire month... decided in 5 days the software was to complicated and the refuse to refund any of my money. The only time you get support is when you state you want to cancel

Cons: Forced to pay for service when opting for a 14 day trial. When having problems they do a walk through of them operating and make it seem so simple. Very complicated, problems syncing, workflow is horrible, not efficient. Went to cancel after 5 days and was told I couldn't get any of my money back after I had paid for a full month! I would highly recommend staying away from this software... use them free trial only and see what i am saying... many competitors have much better easier to use software.

Best choice for small company

Apr 05, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: Overall its a great platform, It has enabled us to streamline our customer contacts from the lead stage right thru install and service

Pros: The Product is easy to use. Customer support is easy to reach and quick to get an answer. Product has great facilities for tracking time on jobs.

Cons: Customization not as flexible as I would like. It would be great if the privileges were on a per user basis rather that by the entire Staff

This makes doing my job a lot easier

Apr 04, 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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Comments: I really like this system and I recommend it to a lot of my friends who own a small business.

Pros: I can stay organized by viewing my jobs for the day and upcoming weeks as they come in. I don't have to sort through a ton of paperwork to find what I need to be doing for my next job.

Cons: Sometimes I find myself forgetting steps when I need to log certain things. I can easily forget to clock in and out of a job, which doesn't really matter, but my boss would like me to do that.

I had an overall great experience with mHelpDesk. I had such a great experience that I actually never took the time to consider other options for a while.

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
1 / 5
Value for Money

Comments: QuickBooks does everything that this does and then some. It keeps track of all expenses and every transaction. plus you can do your taxes directly from the app and all invoices and deposits go directly into your accounting software. It syncs with banks and credit cards etc. Way more cool features giving you everything in one place that makes it a lot easier.

Pros: Easy to use, streamlined, keeps everything organized and fast. What really sold me was that I was able to submit estimates directly to my customers before even leaving their home.

Cons: I found out that their service is ridiculously overpriced. The features are all nice but its missing quite a few big features that competitors are offering.

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
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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!

Self Organizer, Best Organizer

Apr 03, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This tool has created a single platform for the endless data at work thus eliminating the multiple entries in different tools saving time and efforts.

Cons: The mobile app could be upgraded a bit to enhance more features like entering multiple entries at a given time. But I do not have any specific complaints about this tool.

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
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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.

Capterra-loader

This is a game changer for a small business. The efficiency and professionalism will impress.

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

Pros: The price is great in this will take a small business from looking like a mom-and-pop to start up to a franchise level business operation.

Cons: It's never fun setting up software it wasn't difficult but it was a little bit time consuming. Once everything is set up it pretty much runs itself though.

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
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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.

Best CRM to keep all your orders

Mar 28, 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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Pros: This crm is built specifically to stage your orders in perfection with all the root data thereby maximizing the efficiency of the user.

Cons: I suggest the mobile application needs some improvement with locating the information in a tedious manner.

Happy ending to a confusing situation

Mar 28, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy access. Courteous tech support. Andrew provided helpful input.A good product, good customer support, I was on hold for a lot longer than the 5 minutes posted on the communication screen but the techs were very helpful

Cons: Requires too many characters input to set up customer info. .

Has potential, but falls short

Mar 28, 2018
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 3.0/10 Not
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Pros: Customizable fields create a system personalized to your specific company, and there is no limit to the amount of information you can include in each job

Cons: The leads aspect of the software needs to be greatly improved. No data can be pulled from the leads, which ultimately defeats the purpose and causes more work.

Awesome!! what else can you say...

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: the support staff was first class!!

Pros: affordable options to fit any business model, easy to use and accessible from anywhere. makes keeping up with my project very easy

Cons: I haven't found any cons yet, It seems like a pretty solid platform for all intensive purposes. there are some features that we don't really need but I like that they are available should we find useful in the future

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.

Best customer service so far!

Mar 23, 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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Pros: Easy to use, amazing customer service. A LOT of cool resources that make your relationship with customers easier to handle.

Cons: Very difficult to edit your own templates, you always end up on the chat, thank God they are very good and are always happy and whiling to walk you through every step!

A valuable addition to our software inventory.

Mar 22, 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
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Pros: Plenty of customization options to avail. Quite fast and reliable. Helps to automate various processes which would take time the other way.

Cons: Somewhat tricky learning curve. Some limitations like 1 invoice or 1 estimate per job at a single time, if resolved would definitely remove a gimmick of managing multiple invoices/estimates for a same person/party at any given time.

Amazing scheduling, invoicing and payment tool for service industry.

Mar 22, 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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Comments: Overall this ssystem is a life saver and your customers appreciate the notifications, scheduling, followups and invoicing and payments. All electronic and means you do not need to risk writting down or misplacing CC information.

Pros: Keeps appointments organized and allows notes for follow ups needed. Ease of transferring from a job to invoice to close out. Allows tracking of customers and their equipment for return services.

Cons: The program still requires an accounting system to attach or provide feed to track true job costs. It is a an additional subscription and an area of weaknes or problems that could cause business delays.

mHelp easy to use, but seems like unfinished product

Mar 20, 2018
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: Would be better if they could make improvements to make it a strong product in all modules it has to offer

Pros: User friendly, was easy enough to set up on our own, drag and drop calendar feature is nice, cloud based

Cons: Slows down significantly once more information is entered into the system, a lot of the features in the jobs module do not carry over to the leads module

Great product

Mar 16, 2018
5/5
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
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Pros: Keeps all paperwork together and ease of finding customer info. Customizing is great for paperwork for business.

Cons: Form titles are limited and customer type is limited as well. Notification for missing required field does not pop-up.

customer service is awesome

Mar 16, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: fast and accurate. they are patient and always willing to working with you to make sure you understand the product.

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.

MHelp Support Staff - Great

Mar 15, 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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Comments: We appreciate MHelp in our business.

Pros: MHelp is a very user friendly system. Getting used to something new or changes is a challenge for me, but the support staff is always helpful, courteous, and professional. The fees are reasonable for the online data base and support we get.

Tech support

Mar 14, 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: 8.0/10 Not
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Comments: Very happy with support team!

Pros: Always get a very fast response time when i am having a problem by someone that can get the problem taken care of! Allows for customization to what I need, service has been very helpful when ever i have a problem or want a change- even when I am the problem.

Cons: I would like some options but when I asked about them I was told that it has been requested by others and is being looked into for future updates.

Unbelievable!

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: Did I mention the consistently outstanding after sales service?

Pros: This product actually does exceed my expectations. I wonder how many of the 45 years I've spent in the technical service industry might have been spent on other activities if mHelpDesk had been available when I started my career.

Easy to use and Good user interface

Mar 13, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: i like that you can color code each employee, the scheduling feature is pretty simple and easy to use and the layout is easy to read, you can drag the calendar box to change the appointment times rather than going in the appointment to change the information. you can create groups rather than just scheduling people individually. you can add unlimited users

All together useful, to the point with great customer service

Mar 13, 2018
5/5
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
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Pros: Easy to use. Good overall view of jobs, tasks ect. Great customer service team! Really helpful and forth comming

Cons: Message options lack some, could perhaps be more streamlined. Other than that not much i can think of

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
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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!

Good program need better phone response time.

Mar 11, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Making me tell you something when you said it was optional.

Pros: Having just delved into estimating and invoicing I found it very intuitive and easy to use. Although some weird things happened when templating a cut and paste resolved issue.

Cons: Would like to talk to support personnel faster.

Great Product

Mar 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: mHelpDesk is a great product that has allowed our company to automate everything, from customer service to employee payment.

Cons: There is a learning curve that takes a bit to figure out all the features that are available and how each feature benefits your company.

Great app

Mar 09, 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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Comments: It works great, you can customize it as you want and that is important. It worth the money.

Pros: You can customize it how you like it. For a small company like mine having this app is very important and helps a lot with the guys in the field to coordinate with me and the office.

Cons: The chat people sometimes they can¿t help you a lot but you call and the guys in the phone will resolve your problems.

Capterra-loader

Excellent and efficient business management tool

Mar 08, 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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Pros: I would highly recommend this to those in my network outside of my organization. There are plenty of custom features and the customer service team has been excellent thus far. I love that I am able to track every part of a transaction and interaction with guests and clients.

Cons: The overall user interface is easy to use but could be a bit updated in look and features within the software.

Great product and good CS

Mar 08, 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: 9.0/10 Not
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Pros: The format it generates is top notch, and with enough customization too. Only have been using this software for awhile, but the interface is easy to use.

Cons: Need to have more options to review and revise, resubmit. But overall can not complain about anything else.

I would recommend Mhelp Desk. It saves tons of time, and is priced very reasonably.

Mar 08, 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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Pros: This has helped our business a great deal! So many features. Love that our technicians can get the information back to the office, and I can get the invoices out quickly. That means our money comes in that much faster!

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.

Overall: I love that I can ask for help at anytime without having to pick up the phone (bc Im multi-tasking all day). It has made it an easy transition for me to learn this new system. Excellent customer service!

Best customer service/tech support of any product or software I've ever used

Mar 08, 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
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Pros: Interface with quickbooks is great. Whenever there is a question or troubleshooting, I get help and a solution immediately. Mhelp Desk really does have the best customer service and tech support I have ever received anywhere. When you buy into this software, they really want it to work for you and your business.

Cons: I don't like or use the leads feature, it just doesn't fit how our company operates. An annoyance is that when it times out inexplicably, it reloads without any of my preferences, and I have to re-set up the schedule how I had it before. Just an annoyance.

Everyone has been very nice, informative and helpful. So far it's been a great experience

Mar 07, 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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Comments: Everyone I have talked to so far has been so friendly, fun and helpful. It makes the day go a little better. So far this is absolutely fantastic software.

Pros: So far it's very user-friendly. I like the fact that you have the option of using all parts of the database or the individual parts but they are still connected.

Great way to keep workflow going

Mar 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: MHelp is a great way to keep work flow going and making sure your accounts are current and paid up-- it's very easy.

Cons: There is a bit of work with data input but after that it is very easy and keeps everything organized well.

Mhelp Desk

Mar 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: I would recommend Mhelp Desk. It saves tons of time, and is priced very reasonably. The support is amazing. They are always there to help!!

Pros: This has helped our business a great deal! So many features. Love that our technicians can get the information back to the office, and I can get the invoices out quickly. That means our money comes in that much faster!

VERY EFFICIENT

Mar 05, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: IT HAS BEEN A WONDERFUL PLATFORM FOR OUR SCHEDULING ONCE YOU ARE TRAINED ON THE PROGRAM. OUR SERVICE TECHS LOVE IT.

Cons: SOMETIMES THERE IS A DELAY IN CUSTOMER SUPPORT WHEN YOU ARE TRYING TO CALL IN AND THAT DELAYS PROGRESS AT TIMES.

mHelpDesk

Mar 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Overall great product and I'd highly recommend it to my clients. Price is right, customer service and responsiveness is excellent.

Pros: Easy to use Available and competent customer support Lots of features but can be turned on or off to keep it simple Responsive to questions & ready to help Lots of integrations are included in pricing, doesn't feel like they're trying to add on a ton of extra costs on implementation and setup

Cons: No history migration (I get that's the policy, but would be nice!) No Spanish version of mobile site

A Breath of Fresh Air!

Mar 01, 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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Comments: mHelpDesk, the app and it's entire staff is truly a breath of fresh air!!

Pros: I just love that mHelpDesk is always accessible! The chat feature is TOTALLY AWESOME! Every employee we have dealt with has been GREAT! So happy we chose mHelp!

Cons: I don't like that you are limited to 1 invoice and 1 estimate per job! We have customers who call us to have a few separate estimates done at once and it becomes a pain when you can't attach the others to the job!

Mhelpdesk allowed me to grow my business from 2 employees in 1 suburb to 14 employees in 3 suburbs!

Feb 27, 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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Pros: It definitely made my business stand out. Our customers noticed that we were more efficient and organized than our competitors!

Cons: Mhelpdesk is a little bit more expensive than some competitors but, it is totally worth every single dollar!

Literally the greatest business management tool imaginable.

Feb 27, 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
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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.

Response is always very quick, very polite and very helpful.

Feb 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: I love that I can ask for help at anytime without having to pick up the phone (bc Im multi-tasking all day). It has made it an easy transition for me to learn this new system. Excellent customer service!

Pros: Ill like the whole tool because we have nothing in place here. Everything was being done manually and there was no structure so this gave me the opportunity to get things back on track here and be more efficient.

Cons: These aren't really cons but ideas for possible future enhancements: some type of vendor management for all the materials. Right now we have to manually post each line item and then I attach the packing slips to the jobs. This takes up a lot of time and also I'm sure there is material we are not charging the customer for (not intentionally but bc if the tech doesnt tell me about material used or hand in a packing slip I invoice out without it). It would be nice if there was some type of electronic way to do it with the vendors. Other thing was a vacation/pto/sick tracker. A tab that shows how much time off each employee gets and they can go in there and put their requested days off so it deducts time used.

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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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.

Quick Response

Feb 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Always get quick response and very helpful. So far we like the product, but look forward to more upcoming capabilities - Like customer's being able to sign estimates via email, automatically adding service dates and class into QBOL.

Cons: Wish the "status" wouldn't change when opening a work order or invoice - Constantly have to review and update manually.

Top Shelf

Feb 18, 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
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Comments: From the CEO, Vincent Wong to the support staff like Meghan and all her counterparts. Top shelf support and service. They strive to constantly improve their system based on customer feedback. Very collaborative engaged! Most of the cons have been eliminated by their upgrades. We did have quite a bit of loss initially, but I believe it was more operator error on our end.

Pros: Mutually collaborative effort is ongoing and they improve daily! Very professional folks that listen and understand.

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
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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.

Great platform to keep everything together.

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of this program exceeds expectations. It helps the work load flow. It allows you to keep everything in order and organized.

Cons: Online support waa a bit tricky at first but now things are flowing on the same page. A walk through using the program is definitely a plus to get the full use of the system.

Online support is great but this software needs more features as their competitors.

Feb 15, 2018
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Can always get in touch with online support quickly. The website is easy to navigate from one field to another.

Cons: This product does not have all the sophisticated features of it's competitors. The latest for example, I am just trying to generate a "Lost" lead report with contact information, such as address and phone number. This along with many other features is not available.

mHelpDesk a solid tool for MSPs

Feb 15, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Features, versatility, SQL database, reporting, etc.
Customizable Coloring of the work order type Recurring maintenance Report
I like the helpful the customer service agents. They really try their best in my opinion.

Cons: A few little things we would like to see are missing.
The product is excellent; the only downside that I could find so far is that it's not free.
Anything which is not part of the system can usually be figured out with a work around or help from the tech team.

Great product and outstanding customer support. A must have for any service oriented business.

Feb 14, 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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Pros: It brings all the work flow into one platform. Friendly customer support is always available to walk through steps.

Cons: Would be helpful to have more training videos on specific areas such as creating and entering pricing lists and creating sub lists for individual client pricing.

Great

Feb 13, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: great product and thank you for help.

Pros: Sending invoices and receiving money emailing estimates that can be approved and then paid for though your merchant services

Cons: Need to be able to populate customer reports rather than job reports. Filtering seems to be one of my issues to get better at

Solid, reliable software!

Feb 13, 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
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Comments: For the overall cost........ you can't beat it!

Pros: By FAR.......... the support team and system they use to answer questions in "real time" is the strength of this software.

Cons: It has a few features that work differently depending on what screen or where you access the data from (which can cause some occasional confusion)

Frustrated with Help Desk today

Feb 12, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Syncs with QuickBooks

Cons: Creates issues with Sync Today - help desk was really lagging and clearly not understanding the problem. I could almost correct 40 entry issues which waiting for responses. The person said that I had her undivided attention but if I wanted more real-time help, I should phone into their other phone number. On hold with them now for 16 minutes....hanging up to correct issues one-by-one.

The web and mobile application is great and it syncs very well

Feb 12, 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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Pros: I like how user friendly the application is. The system syncs really well with the information to be up to date.

Cons: I would like to be able to control the permissions more for each user. Also, have the access to load pics at estimate level from mobile app.

Competitive Advantage

Feb 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Comments: FOR ME... This program provides me a competitive advantage with others in this industry... Consequently, I DO NOT discuss my invoicing and would NEVER RECOMMEND it to a competitor.

Pros: On line payment options... Immediate Billing... Saves me a lot of time... Historical Data is preserved.

Cons: For My Business... The pricing varies with each customer... I would like and OPTION to set up PRICING and SERVICES for each individual customer so that when creating an invoice the pricing for the service is duplicated for that specific account.

All-in-one

Feb 10, 2018
5/5
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
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Comments: This is a great tool for small businesses specially when your on the field a lot.

Pros: I am able to run multiple aspects of my business, and employees all on a friendly mobile app or laptop. Simply Awesome

Cons: the syncing features with lead generators sometimes lags or has wrong cusomter information. Not sure whose fault that is

Great Program

Feb 09, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: R&D has been great at taking our suggestions and working to implement them

Pros: Has almost everything we were looking for to go paper free! Able to work from anywhere Able to have real time data with our field techs

Cons: There are a couple functions that we would like to have. At this time we are not able to upload files from our ipads and we have had some syncing issues with the ipads

Very easy to use and GREAT customer service!

Feb 08, 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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Pros: The Customer Service agents are amazing. They go out of their way to help you especially Andrew and Selena.

Cons: A little on the pricey side and takes a little getting used to but after you play with it a little you should be a pro and the customer service agents are there to help with any problem you might have.

Jessica's review

Feb 08, 2018
5/5
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
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Pros: Very customize-able, Awesome staff Response time rocks

Cons: Wasn't informed payment was in USD even after giving the company's Canadian address Would like to see when invoices are reviewed by customer

tech support

Feb 08, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: get product that does an excellent job. Awesome value looks like they are constantly improving the experience

Cons: Would like to import customer equipment via csv instead of manually (we have a huge database) Changes for the better are often incorporated but an email or notification of what to expect would be better than just stumbling upon a different function (what can I say, I am old ;)

MHelpdesk Review

Feb 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: It is very user friendly and the customer service team is spot on and extremely helpful if ever there is an issue.

Cons: I wish it had a few more customable features such as the use of a highlighter option, etc. That may be a feature that I alone would like though.

Very customizable yet requires patience..

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: I don't want to say that it's a double edged sword, but it kind of is.. It's great that you can control how the software works, but then again do you really have the time and patience to spend at the initial setup. If you do, then you will appreciate the flexibility of this software.

Pros: It's fantastic that almost everything this software offers is fully user customizable. So those of us that require a strong attention to detail will be content.

Cons: The software requires a lot of time to setup when you choose to customize most of the standard features.

Good software for time tracking and employee days

Feb 06, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ability to truly track schedule schedules and hours with ability to add as many employees as needed.

Cons: The cost to add is ok, but I use General Contractors and so the ability to track them and pay out the same is not comparable.

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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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.

Keep it simple stupid.

Feb 05, 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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Comments: We have tried all kinds of apps. This one is the best.

Pros: Customizable Easy to use Customer logins Easy to keep track of job status Excellent customer service

Cons: Wish they did more on boarding Data migration is a bit expensive Wish we could breakdown sales by department

Never Disappointed

Feb 05, 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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Comments: This is a necessary tool now in our business. It has made invoicing and customer tracking more efficient so we can focus on our customers more.

Pros: The great customer service. The work flow from the lead to the payment is simple and easy to use. Easy to track customer interactions. Their mobile App is just as simple as desktop version

Extremely useful for service providing companies

Feb 05, 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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Pros: Ease of use. MHelpDesk also has a mobile app with everything you need to provide successful service. This app takes care of EVERYTHING from adding a new customer all the way to accepting payment.

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
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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.

Great software for the money

Feb 01, 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
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Pros: It had everything I needed to start my business. Easy to use. Mobile app worked great. I was able to update all my work in just a few clicks.

Cons: There are a couple of specific things I need to track for my business (chemical tracking for state reporting) that mHelpDesk is unable to provide. No ability to send invoices with declining balances. Need work on that.