# mHelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is mHelpDesk the right Field Service Management solution for you? Explore 824 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/77264/mHelpDesk/reviews --- mHelpDesk 4.3 (824) [View alternatives](https://www.capterra.com/p/77264/mHelpDesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated June 3rd, 2026 # Reviews of mHelpDesk Ease of use 4.3 Customer Service 4.4 ## Pros and Cons in Reviews MH Mohamed H engineerAirlines/Aviation, 201 - 500 employeesUsed the software for: More than 2 years. “Working with mHelpDesk is generally smooth and efficient, offering a user-friendly experience with powerful tools for managing field service tasks“ May 15, 2025 SG Shaq G Assistant managerRetail, 51 - 200 employeesUsed the software for: 1-2 years. “When I am struggling and I am trying to reach it for help it can be a delay sometimes and I am on a time crunch a lot so sometimes it reflects on me negatively“ August 2, 2024 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “Decent support, great with service but needs to expand its sales and reporting capabilities. If your business is service based, this is a great program for you“ January 2, 2025 BL Brian L Partner Operator EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “We are still waiting for a multi-authentication tool for office logins, so this is my least favorite point.“ March 27, 2025 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “MHelpdesk does a wonderful job managing technicians in the field, service calls and customer equipment. “ January 2, 2025 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “Lead generation and sales reporting leaves a lot to be desired.“ January 2, 2025 BL Brian L Partner Operator EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “The ability to have clients log right into the portal and open tickets has been a huge plus!“ March 27, 2025 RH Rosie H IT SupportBusiness Supplies and Equipment, 2 - 10 employeesUsed the software for: Less than 6 months. “Software kept crashing a lot, didn’t really like how it all ran.“ March 6, 2025 ## Showing most helpful reviews Showing 1-25 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mas Idayu H. Information Technology Assistant Oil & Energy Used the software for: 1-2 years ### "Great helpdesk application" July 27, 2022 5.0 Pros It's elegant in its simplicity, easy to use and does what it's supposed to. As long as you're only looking to arrange projects and make invoicing and estimates, it's a great tool. There's also a smartphone app, although it's just good for the basics. Assessments, service calls, and invoices may be done quickly and easily. Managing customer information across various employment locations is a joy. Cons There are instances when they provide upgrades that don't benefit my daily application use. Because they cater to a wide range of sectors and demands, I can see how the change would be beneficial. More of them being optional would be ideal. There is a noticeable lag in the application's response but not too serious. Review Source DB Darell B. Owner Information Technology and Services Used the software for: 2+ years ### "Field Service Software for any Business to Stay Organized" October 9, 2020 5.0 Overall I have had a really good experience, anytime I have ran into a problem which is not very often but my problems have been resolved in a professional and expediential matter that allowed my business to continue to operate. You can keep an open line of communication with your customers on work order status or any problems that arise during the work order. Pros You are able to automate your business to keep a customer database, schedule and track work orders. Billing is a breeze with in the email feature you send to your customers. They can pay directly with PayPal or Credit Card account. There is even a feature to generate leads to your business. You can customize your invoices and work orders to meet your business needs. Works on mobile Apps and integrates all your invoices to quick books. Cons When customers pay from your credit card account, you are only able to setup and activate one payment option at a time. It would be nice to have individual bank accounts set for different sections of your business model. Alternatives considered [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) Reason for choosing mHelpDesk I really liked the customer support when I called to get information about the functions and features of their software before making a choice. I felt more serviced as a customer by working with M Helpdesk Staff. Review Source CF Chinatu F. Computer Engineer Computer Hardware Used the software for: 6-12 months ### "My Dislike of mHelpDesk" February 10, 2025 2.0 Less stress when it comes to Digital Support Pros Interface is user friendly; site is usable Cons Poor Customer service, takes a lot of time to get feedback from support team Review Source JH Julie H. Controller Construction Used the software for: 2+ years ### "Great Customer Support" May 30, 2019 5.0 Overall has been great! I went to another company and came back to MHelpDesk cause the other software just didn't work like MHelpDesk - I always get prompt and friendly service which make my job easier as I am always in a hurry. Pros It integrates very nicely with my Quickbooks - I also like that it keeps everything streamlined to make my job easier. Cons Wish there was an option to "CLOSE" the estimates so they just go away versus having to mark them inactive. Once I invoice the customer I have to mark the estimate inactive or "Sent" in the status field so I can keep it separate from the "active" or "approved" estimates - I used the estimates to keep track of my current jobs. Alternatives considered [Verizon Connect](https://www.capterra.com/p/72551/Fleetmatics-Work/) Reason for choosing mHelpDesk Their program wouldn't track customer sales tax for each job. There were also a few features that couldnt compare to MHD. Review Source Response from mHelpDesk June 3, 2019 Julie, we're thrilled to hear mHelpDesk is working well for you and helping you manage your business. Thanks for the feedback and suggestion about the estimates - we will pass it along to our Product team. Thanks for being a customer! LR Laura R. General Manager Printing Used the software for: 2+ years ### "MHelp Desk is Pretty Good " July 6, 2021 5.0 Our business services print finishing equipment so I would say this is a pretty good application to use. Pros User friendly, easy to use. And also has a timekeeper with GPS included for service technicians which is a plus. Cons Inventory items added to customer invoices do not pull out of QBO inventory until the final sync when invoicing the customer. This can lead to incorrect inventory numbers until synced. Reason for choosing mHelpDesk We actually moved from mHelpDesk to Corrigo but will probably return to MHelpDesk. Corrigo is not user friendly. Review Source MH Miles H. Owner Construction Used the software for: 2+ years ### "Functional and reliable product with ZERO updates" September 18, 2020 3.0 It's been OK. We are still using it but we are actively looking for a replacement. Of course once you invest in a product it's painful to rip it off and go with another (despite being necessary). They know this and that might be part of why they are totally complacent. Pros I like the simplicity of it. It's very simple to use and it works as expected. If your goal is to schedule jobs, create quotes, schedule estimates, and push invoices over to quickbooks it works just fine. It also has a mobile app that is sufficient for basic functionality. Cons We've been using this product for over 2 years and they haven't made one single solitary update. Zero. Not one addition to the software. In other words, they appear to have absolutely no ambition whatsoever to make the system better. No doubt this is an organizational decision. If you're looking for a very basic product that works well for what it does, mhelpdesk is fine. If you're looking for a product that will grow with you then it absolutely is not. This product is going nowhere. They have absolutely no decent way to manage memberships. The system freezes up semi-frequently (although thankfully we've never had an extended downtime) The building of estimates is very basic and you have no way of building in multiple options within the same estimate. It's very plain jane. It always will be. There are manifold bugs and usually the bugs will last for months and months and sometime once they happen they never get resolved. For example: - I can no longer export a customer list from the software. I doubt they will resolve this despite the repeated tickets. - You can no longer drag and move items around on a quote when you're using google chrome. It only works if you're using Safari. The problem is virtually nothing in the product works with Safari so you have to login just to do that one task and then go back to Chrome for everthing else. - You have to click save more than once in certain workflows in order for the page to actually save. Reason for choosing mHelpDesk We were sold on the calendar/dispatch board. Switched from [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) HousecallPro's calendar/dispatch board was terrible. Review Source LD Leslie D. Office Manager Architecture & Planning Used the software for: 6-12 months ### "Worst CRM Of All Time" August 13, 2019 1.0 My experience with MHD has been a headache since day one. Many of the features promised do not work. They try to "trouble shoot" each issue when they arise, but can honestly say they have never actually fixed anything we've had an issue with in the last 10 months we've been using the product. I have not used anything slower since dial up internet. No one at the company can give us a straight answer as to when fixed will be implemented and everyone gives the run around to save themselves. My company speaks with them at least 3 days/wk. Pros MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place. Cons This is the worst CRM. They have false advertising on their website claiming to be the "fastest, easiest, most powerful field service software." This could not be farther from the truth. Not only is this the SLOWEST software I have ever come into contact with, they also have the worst customer support. No one who works there knows in the ins and outs of the program and they never can give consistent answers. Our company had lost thousands of dollars by implementing this application. It simple DOES NOT WORK in the field. Our company members who use it on devices other than a computer spend HOURS uploading information because the program is so slow. It is an embarrassment to our company when using it in the field and has only been a headache from day one. Do yourself a favor and DO NOT BUY THIS SOFTWARE! Alternatives considered [Jobber](https://www.capterra.com/p/127994/Jobber/) Reason for choosing mHelpDesk Their "integrations" with Google Calendar and Quick Books which never actually worked and the ability to track inventory. Review Source Response from mHelpDesk August 14, 2019 Leslie, thank you for taking the time to leave this review. We're very sorry to hear of the challenges you had using mHelpDesk, and we'll be taking this feedback directly to our product and customer support team so we can work on doing better in the future. This isn't the experience we want our customers to have with our product. Thank you again for taking the time to let us know. RM Rita M. GM Industrial Automation Used the software for: 2+ years ### "mHelpDesk" July 17, 2019 4.0 Always have a great experience when dealing with customer service. I have been helped in a very timely manner with any issues that would pop up. Pros I like that it is easy to use and was easy to setup. The flow of the customer account is good. Cons I do not like the reporting. It is not the easiest reports to pull and when you do, sometimes does not make sense. However, I have not used the reports enough to say they are unworkable. Alternatives considered [RazorSync](https://www.capterra.com/p/130989/RazorSync/) Reason for choosing mHelpDesk We used RazorSync for several months until we decided that mHelpDesk was a better fit for our business. Review Source Response from mHelpDesk July 22, 2019 Rita, thank you for sharing your comments. We're happy to hear that the product is working for your business and that the Customer Support team has been helpful. We'll pass your feedback about the reporting to the product and engineering teams. Thanks for being a customer! VR Verified Reviewer Professor of Biology Higher Education Used the software for: Less than 6 months ### "For the small business owner, this is a MUST" October 16, 2019 5.0 It was suggested we try Quickbooks as well, and we did not like how that program interface looked. Too many "bells and whistles" make a program more complicated to use and harder to teach to new users. Pros We used to rely solely on PayPal for our "small business needs" but their invoicing system was too complicated and confusing. MHelpdesk makes very eye-pleasing invoices and billing statements, and they are easy to manipulate and add/change information on. There are other nice perks of the program, but the invoicing and billing was our main reason for choosing it and switching from PayPal as a stand-alone. Cons The only issue I've come across is that the app is actually more functional and intuitive than the desktop version, but seeing as how most of our transactions are done on an iPhone, the app does suffice and fit our needs. Alternatives considered [QuickBooks Enterprise](https://www.capterra.com/p/174984/QuickBooks-Enterprise/) Reason for choosing mHelpDesk Easier to use, pleasing-looking interface, reliable app Switched from [PayPal Invoicing](https://www.capterra.com/p/179253/PayPal-Invoicing/) PayPal invoicing was too muddled and has a confusing way of showing invoices. Review Source Response from mHelpDesk October 17, 2019 We're happy to hear that you're having a good experience mHelpDesk's billing and invoicing! If you ever need any help or have any questions our team is here to help! www.mhelpdesk.com/support Thanks for being a customer! LH Lyric H. Operations Management Entertainment Used the software for: 6-12 months ### "Does what it advertises" April 10, 2025 4.0 Pros Ease of use, simple platform to navigate. Cons Lack of updated features and not as many updates Review Source KH Katrina H. Logistics Manager Machinery Used the software for: Less than 6 months ### "Yes to mHelpDesk" January 29, 2025 5.0 Overall, this is a good software tool to have for any size business. It takes the paper/pen and memory aspect out of estimates. Pros I like the ease of use for this product. It allows us to accurately track our jobs and the estimates that we provide Cons There have been a few times where the system was really slow or not functioning properly Review Source SG Shaq G. Assistant manager Retail Used the software for: 1-2 years ### "Yes to the help " August 2, 2024 5.0 Overall I think it’s great and glad that we are using it . Pros It’s very easy to maneuver . You don’t have to be an advanced person to be able to navigate it it in any way. Plus if you do something wrong it won’t allow you to continue . The error codes are so helpful Cons When I am struggling and I am trying to reach it for help it can be a delay sometimes and I am on a time crunch a lot so sometimes it reflects on me negatively Review Source SC Skyler C. Residential Account Manager Consumer Services Used the software for: 2+ years ### "I use mHelp daily and love it!" May 15, 2023 5.0 I am able to organize work orders/estimates by service location, schedule, bill and take payment all from one platform. That's just touching the basics! mHelp is a beautiful rabbit hole to fall down. Pros I love how user friendly mHelp is. I love being able to have so many features in one platform. Whether it be scheduling, billing or top tier organization, mHelp can do it! Cons There isn't really anything I dislike about mHelp. Review Source EH Elizabeth H. Office Manager/Book keeper Facilities Services Used the software for: 2+ years ### "What a Nightmare" April 4, 2019 1.0 They frequently push super buggy updates. For example, the most recent update made the decision to update all of our customer automatically about the status of their tickets via text without our or their consent. EVERY. SINGLE. TIME. we reach out to customer service about things they've broken, it takes the better part of 2-3 hours talking to a service agent before they SOMETIMES acknowledge the problem. More often than not, it's a "feature not a bug". I've had fixes for major issues take more than 6 months to resolve with no updates from customer service. By the time they fixed it, we'd already found another service to track the information, making the fix useless. On top of everything else, we recently received at 37% price increase because they've "added features" (that still don't work). Because of how awful the system is to use, we've decided to create our own Access Database of ticket management because we're supremely confident that it will be more stable and usable. We highly advise other potential customers to find ANY option other than mHelpdesk. Pros When we started using mHelpdesk about 4 years ago, it was everything we could possibly want. It's only gone downhill since then. Cons mHelpdesk forces universal changes on a user without requiring their permission. The longer we've been with the service the more difficult it has become to use. They've taken useful tools away in favor of new "features". We've lost the ability to sort different categories and there's no way to switch it back. Customer service is a nightmare. Fixes for major issues can sometimes take upwards of six months. Review Source Response from mHelpDesk April 5, 2019 Elizabeth - thank you for sharing your concerns. We are sorry to hear that mHelpDesk did not meet your expectations. Please let us know if there is anything we can do to help. VR Verified Reviewer Director Consumer Electronics Used the software for: 2+ years ### "The best software can be customised" May 29, 2019 5.0 Its great with its feature being able to customize, due to time difference, sometimes hard to get support online. Pros 1). can be customized easily 2). power keyword quick search feature Cons 1). can't bring up all jobs and statement at once, have to go through year by year to bring up tickets/job statement. 2). Also, when go to one billing customer, to bring up invoice list, the customer's PO# is not there, but invoice# which is automatically generated by Mhelpdesk and it doesnt match with customer's reference#. if we can put cutsomer's PO# in invoice# instead would be a great help 3). due to time difference, sometimes hard to get support online. and maintenance scheduled is in conflict with our business hours which is New Zealand time 8-5pm Mon-Friday Review Source Response from mHelpDesk June 3, 2019 We're glad to hear you are taking advantage of mHelpDesk's customization features. Thank you for the suggestions - we will pass them along to our Product team for review. We know the time zone difference can be difficult, but we have plans for extended support hours in the future. Thank you for your business! JR Jeremy R. Owner Consumer Services Used the software for: 2+ years ### "Priority Appliances - Another Happy MHelpDesk Customer !" May 3, 2019 5.0 Overall, the benefits have been great. It allows us to organize our business according to our set-up, rather than shoehorning into someone else's. MHelpDesk has become our bible and effectively helps us run 600 work orders a month to the highest level of customer service we can. Pros The software is highly customizeable, and constantly evolving. Our favorite feature is that the programmers always seem to be looking for ways to improve. As a service business, constantly innovating and finding ways to provide a higher level of service to our customers is crucial, so it's it's nice to partner with a company that is always improving themselves. In addition, for the things that MHelpDesk does not (yet) do well, its exporting and reporting features allow us to integrate with other programs seamlessly to mitigate our manual entry. This way we can partner will several systems. Cons This is a minor issue. The platform's appearance is a little dated looking, but very functional. It would be nice if there was a way to bulk upload photos, but those are the only complaints we have. Review Source Response from mHelpDesk May 17, 2019 Jeremy, thanks for the feedback. We're glad to hear that mHelpDesk has been helpful for your business. Please continue to let us know if you have issues or ideas -- we're always improving the platform! Thank you for your business. CM Chris M. Vice President Construction Used the software for: 2+ years ### "Good starter golf club set" January 18, 2022 3.0 Payroll time, invoicing speed, real time management, Pros Easy setup, time tracking onto invoice, payroll time Cons Not an A through Z program. Its an A to Z without anything mandatory in between Reason for choosing mHelpDesk It is a good starter golf club set. We are expanding into the custom set into Service Titan in March 2022. Review Source Lee M. President Used the software for: ### "MHelpdesk Keeps us organized and gets us paid" November 15, 2012 5.0 this application has increased our profitability and the monthly fee is minor in relation to what we save on time filing out paper work and manually processing estimates with excel, work order via paper and billing through an admin staff member. we don't lose work orders, no billing gets missed, no techs forget about the jobs of the day. by far and away the best choice our business has made. I highly recommend the product and endorse it as a must have for any service dispatch company. Pros \-Android app allows field techs to update, create, edit orders on the site. -work orders/invoices/estimates with signature capture allow us to quote, close and invoice on the spot. -google calendar integration gives us a quick visual, auto updates and is easily accessed - a nice add on feature that we use -QuickBooks imports allow us to quickly import all invoices with a click of a button. cutting way down on administration costs. -ability to track time for techs on projects and materials used keeps our jobs profitable. -tech support either online or via telephone is fast response, accurate and helpful. -constantly improving product and features. routine updates keep program operating smoothly and each update typically increases effeciency Cons \-have had a few server access issues that where caused by external companies or service providers. These have made the system unavailable for a period of time during the work day. -tech support advised of available work around and updated on status of repairs taking place. -downtime was minor impact and communication during was great. -would be nice add on or option to have app/program operate as standalone on at least one onsite PC in the office during these times. Review Source AF Angela F. office manager Construction Used the software for: 2+ years ### "Frustrated With The Reporting" March 29, 2019 3.0 MHelpDesk is fine for a basic company but we are now needing more than what they have to offer. We have tried to explain that but they we have not updated anything that we need. Pros I liked the home page of the website for the admin. I also like how you can search for a customer with different info. Cons I hate the reporting on MHelpdesk. When you do a report on sales or anything else when you click on the number there is NO detailed list. Example: Sales for each tech for month of March Joe -$115,000 John-$200,000 and Jack-$125,000. You can ONLY see the total sales NOT a detailed list of what those total sales consist of. Plus any job ticket that has 2 different sales techs name on it the sales is split. For some industries that is ok but not if you have installers that install jobs and tech that sell. Review Source Response from mHelpDesk April 1, 2019 Hi Angela, thank you for taking the time to provide this feedback. We have passed this information to our Product team. In the meantime, please let our Customer Support team know if there is any way we can help. DR Doris R. President Used the software for: ### "Great Service Management Software with Excellent Customer Support! " July 17, 2014 5.0 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! Review Source WH William H. Field Service Engineer Medical Devices Used the software for: 1-2 years ### "How does mHD hlep me" April 3, 2019 5.0 In general it does quite well, I prefer to use the web based system from my laptop. But the phone is a big help. Pros The ability to see all of the customer data. Cons The text messages come from different phone numbers so I get voice readouts of the text messages, if they came from a single number or a few numbers it would be easy to block text to voice on them, but there are so many making it quite difficult. I also tried to search based on locale either I did not know how or it was not possible. Also people tend to dump more than just the address data in the address fields, when you go to map the customer location it will not map due to erroneous data. Need to figure out how to just filter the address data, or squawk when someone tries to add more than just the address. Review Source Response from mHelpDesk April 4, 2019 Hi William, thank you for the feedback! We're happy to hear that overall your experience with mHelpDesk has been a good one. Thanks for the specific suggestions about the text messages -- we will pass that to our Product team. In the meantime, please let us know if there is anything we can do to help. Thank you for your business! TS Tim S. Used the software for: ### "Mhelpdesk has improved our business in a number of ways" March 18, 2015 5.0 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. Review Source JR Josh R. Director of business operations Used the software for: Less than 6 months ### "MhelpDesk talks a big game but fails to back it up" June 25, 2017 1.0 A headache Pros Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast Cons Fails in every aspect of execution, from set up to customer satisfaction. MhelpDesk was built on empty promises. Ill summarize my experience in a very brief manner to save everyone time. Signed up with MhelpDesk and paid a premium for the premium set-up team to assist in customizing our workflow. Was promised it would be no longer than two weeks but we would strive for 1 week set up time. 1 month later, we are no where. No familiarity with the software. Set up rep, talks too much doesn't listen. 2nd month, new service rep. Great guy, listens very well. Initially make great progress. However we ran into many issues which were supposed to be resolved, some issues would take 4-5 reminders to actually fix. He would say the issue is fixed and it was not, so they must conduct no testing at all. 3rd month. Out of pure frustration we set up 8 hours for our own employees to run through the software and try to figure out our own set up. which we did. Everything is customized to our specs and we completed the set up process from 50 to 100% on our own. 4th month: Customers not receiving email notifications, Customer service has been contacted 4-5 times and offers no solutions, they cannot find the problem so they dismiss it. This has been one one of the worst businesses we've ever dealt with. A huge waste of time and money. They will tell you everything you want to hear with a great attitude but when something goes wrong, and it will. You are on your own. Good luck Review Source MS Michael S. Vice President Used the software for: 6-12 months ### "mHelpDesk a solid tool for MSPs" February 17, 2017 4.0 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. Review Source CO Chad O. Management Consulting Used the software for: ### "Good shell, but buggy with little support" April 26, 2014 3.0 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. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.