mHelpDesk Reviews

Pros

It had User Friendly Interface for the employees. It could be connected via mobile.

Cons

It was simple to use but not included so much detailed features.

Pros

MHelpdesk does a wonderful job managing technicians in the field, service calls and customer equipment. It is very easy to use both in office and in the field.

Cons

Lead generation and sales reporting leaves a lot to be desired.

Pros

mHelp allowed our techs to communicate with Office Staff regarding the status of the project they are working on. If a change order is necessary, they can input the necessary parts to ensure billing for those items.

Cons

mHelp time keeping was not compatible with our needs and did not sinq well with our accounting software

Pros

Very helpful when computer acting up and very easy to get help

Cons

Nothing works great always get my computer right

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

Reasons for Choosing mHelpDesk

Switched From

Reasons for Switching to mHelpDesk

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.

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

Pros

Always available via phone or chat. Have had issues just before the end of the week - and due to time zone difference - have always had someone there to assist.

Cons

Nothing at this time. Just that if there are multiple issues open - would like brief description on follow-up instead of just a case number

Pros

Some features can streamline your daily tasks like scheduling, routing and invoicing, which are particularly beneficial for field service businesses or IT services. It has a user-friendly interface and its scheduling capabilities are efficient enough to enhance our user's overall user experience.

Cons

Some areas of improvement can be the reporting (need more in-depth offering of analytics and insights), the import/export (we had errors leading to data loss during the process) and the pricing structure (lack of volume discounts).

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.

Pros

mHelpDesk is an amazing cloud-based field service management software that provides businesses with tools for managing customer relationships, scheduling appointments, dispatching technicians, and tracking work orders. It also integrates with a range of other software, such as QuickBooks, Salesforce, and Zapier. mHelpDesk also provides tools for managing customer relationships, including contact management, appointment scheduling, and customer communications.

Cons

Sometimes slow response times and difficulty resolving technical issues.

Pros

Mhelpdesk Field Service software greatly improved our business workflow by transforming our carbon copy work order system to a fully digital system that helped reduce our turn around time for billing. Recently, I was able to work with a mhelpdesk staff member during the development of the newly designed Equipment page where they were implementing the new features to track when equipment next service due dates are. This was a huge improvement for our business as we track mandatory inspection dates for our customers..

The customer support has always been A+ when it comes to address issues, or questions, especially with the instant chat function from the web app.

Cons

- Mobile App: The mobile app is an area that could see improvement. Some of the workflow using the app when creating a new Service Request can be glitchy and difficult to input all the information. The list of service requests also does not always update correctly and this is something we are currently in the process of working with the support team on.

- Inventory: The inventory management section is severely lacking and is not truly useable for our business workflow. With no ability to enter Purchase Orders/Vendor Information/RMA and tracking when inventory is received without manually adjusting the #'s on the price list, it becomes extremely vulnerable to missed information and inaccurate #'s leading us to use an alternative program to track inventory. This has been one of the hardest work around areas for our company as we are always constantly ordering replacement parts for equipment that we do not normally carry in stock.

- Price List: Another area regarding the price list for our company is that our labor rates are negotiated individually causing us to have to create a line item on the price list for every single Customer Hourly Rate, Mileage Rate, and Travel Time rate so that our engineers are able to bill customers correctly. It would be much easier if when creating a customer, you were able to designate their hourly rates so that information would automatically apply when engineers are entering their labor times.

Pros

It's quite easy to use, did not take long to get the hang of, but I am also very comfortable with computing and software. You would have to be since the documentations they have only go as far as showing you the default way of doing things. If your business does not follow their model exactly you will be customizing yourself for weeks to come. All-in-all though, the software is functional, no down time, and the servers are pretty quick.

Cons

Ugh, there are several things to dislike. First and foremost, is the customer support. You will wait forever for a response, and when you finally get one, its just that, one. Then you have to wait another 30 mins for them to respond to your next sentence again. We are talking the same conversation here and they have 30 mins between replies. If it's my turn, it's my turn, don't leave every reply hanging. Second, they pick and choose what part of the terms & cond. they follow. It says, no refund, at all. Yet I know different because they refunded one month. THis was due to the fact that there software does not sync with quickbooks as advertised and I spent 2 weeks working on that. I had to create a whole new quickbooks, delete every single service from mHelpDesk (over 1200) and then recreate them in Quickbooks and then sync. A VERY LARGE undertaking and they did not help a single bit. They just waited until I was finished and refunded one month. When the software didn't work at first, I asked for a refund because they didn't hold up their end of the agreement, and they flat refused. Breached their own terms and everything, and still refused, and I was still within my trial time. Point is, make certain you want them first, because they will breach their own terms and tell you to get over it.

Pros

I have used this software with other jobs and I think it is great for communication between the entire team. I use it to keep track of my stuff and set reminders.

Cons

I have not had any problems with the software.

Pros

The customizability options for generating estimates and invoices are fantastic. The ability to build a price list simplifies invoicing in the field by allowing you to simply add a pre-worded/priced line item to the invoice. Collecting payments is equally simple, thanks to the possibility of emailing an invoice to a customer, who can then click a link and pay with a credit card.

Cons

The one thing we'd want to see modified is the ability to schedule a work order by selecting a project name. At the moment, you can only choose a site's parent name. Because not all parent names correspond to site names in our field, determining the correct parent and site name can be difficult at times. It would be helpful if you could add by site parent name or exact site location.

Pros

Customizable
Coloring of the work order type
Recurring maintenance
Report

Cons

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

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.

Pros

ease of use, desktop and mobile app pretty close....like idea of mobile app being focused on field technician, and desktop app can be used by office admin, etc..

I use it for field work order management, and close off the financial transactions for one account and on another account have finalcial transaction turned on. I use both.. I like idea of having both options.

I find the tool easy to use, expandability is smooth as we grow the business...ie just add another account.......No problems with limitations on data, etc...

They have a business unit function, which allows me to expand operations to different geogrphical regions and maintain each region as a separate entity.....I do not want the east coast operation to impact on the west coast operation, etc...I can also bill each region with a different logo/business unit, etc

Cons

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

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.

Pros

We really like how user-friendly it is, the way things link together, and the auto-processes you can set up. We also like how we could start with the basic functions and slowly set-up and all of the features. This allowed us to switch from our old software quickly, and gave us the time and opportunity for a lot of troubleshooting and customization. We also really like all of the ways you can customize your site. We like how features are developed based on client feedback. Finally, their customer service/tech support is excellent. Our implementation rep is very knowledgeable and figures out great solutions for our needs. The chat support is also excellent. Our problems and requests are solved the day-of every time. Their Customer Service/Support really goes above and beyond every time. If you are wavering between software like we were, mHD's Customer Service really sets them apart.

Cons

The Scheduling module/platform does not have as many options/customization as we need, especially as our number of field techs increases. The Quickbooks syncing can be tricky, a more comprehensive instruction manual for that process would be helpful.

Pros

I liked the software and used it for years. They made several improvements and added features to it that I didn't personally use. It did what I needed and did it without issue

Cons

I chose to stop using it when they decided to double the price of the software. I felt they value was no longer there for me but it is good software if you have a service business and have appointments to track.

Pros

We were told this would intergrade with sales, proposals, client approval etc. And we are still not getting the proper emails from clients that are approving our proposals.

Cons

Customer Service is terrible. Every time we have an issue, they say they will take care of it and then something else goes wrong. You talk to someone different each time so basically you have to start over and each person you speak with does something or tells you something different. We were told we would have a representative assigned to us to help with our set up and any questions after and you never can get the same person.