mHelpDesk Reviews

Pros

The mapping tool is definitely my favorite part of this whole program. I can look at scheduled jobs and find unscheduled jobs nearby, which makes scheduling and keeping our guys within a certain distance very easy.

Cons

The estimate section of this program is my least favorite. It could be because I'm used to working with Quickbooks and I can send more than one estimate and I can see the body of the email before sending and edit it accordingly. With this program, I have to create a whole new job to send a new estimate, which is time consuming. So I don't always use the estimate feature, especially if I have more than one estimate option.

Pros

Least clunky work order software we demoed. Easy for service techs to pick up. Good technical support - I think they wrote an update after one of our guys phones stopped displaying the app properly. That was pretty cool.

Cons

Rollout of December '19 update wasn't that smooth. Honestly, most of my complaints are issues that come from being a long-term user and having wrong codes and items from my staff cluttering up the software. Reporting is a little weak.

Alternatives Considered

Limble CMMS, BlueFolder and eMaint CMMS

Reasons for Switching to mHelpDesk

Mhelpdesk was least complex. Limble was 2nd choice

Pros

1. The calendar integration with Google worked well and the appointment processing flow was good enough.

2. Invoicing and job dollar tracking worked OK as well. Quickbooks integration came along too late for us to play with or even consider.

3. The support team is pretty responsive and helpful when available.

4. The automatic linking with HomeAdvisor worked well usually. When it did, sending out text message alerts for new leads was a nice feature.

Cons

1. My biggest issue was communication logging. Although the customer note log was a help, it should log ALL communication with the customer. The fact that their development team couldn't get the log to reflect individual and system-generated emails was a HUGE stumbling block when trying to track customer contact instances.

2. They tried to change our package processing after we were with them for a year. Haggled out a deal, but really soured any aspect of expanding its role with us.

3. Having more than one invoice and/or email template would've been a huge plus.

4. It's integration with HomeAdvisor had its ups and downs. They couldn't seem to get on the same page as far was which HomeAdvisor account to bill for and was problematic when we closed a secondary HA account.

5. The report functionality improved a great deal, but was still not flexible enough to use effectively. That may be my issue and not leveraging the custom report capabilities well enough. It was much better lately, but the export capability was still rather limited.

Pros

This software was easy to set up, customization was a snap and it has saved so much time in the organization of each call performed and invoicing. It integrates with Quick Books immediately. No more delay in getting the information at your fingertips.

Cons

I wish there were more reports that could be run and easier to print if necessary

Pros

How quickly their team responded and how when going to the screen to correct the problem I did not lose contact with the agent helping me and/or our conversation.

Cons

I haven't experienced anything yet to not like about this software. Like any program there's the "getting to know the program stage," and the experience is different for everyone. This is why the customer service department plays an important role. ; But once you get it, the things you can do with Your time that is freed up because of this software.

Pros

We initially liked this platform because for what we needed it was one of the best values out there at the time. Granted, anything was better than what we had, which came down to mostly notes in a ticket system in our previous CRM.

Cons

Many things have become cons over the years, mostly because we have seen very little improvement from our point of view. It's like development has been minimal at the most.

For example, it has some glaringly missing auditing capabilities. A person can assign an Item in a Work Order/Jobs under another person's name, and there is no record of who did it for accountability.

The "Items" area is where you add both parts and labor to a ticket, but sometimes you want labor or other general notes that do not print up on a Work Order/Job. However, you can't select which get printed on a WO/Job and which do not, it is all or none.

If you sell systems on leases, there is no easy way to track or separate the leases. You can create customer fields for the lease, but if there is more than one lease involved, there's no easy way to do that. We've ended up having to create multiple accounts for the same customer to keep the leases separated, which can cause confusion like which account should should the work order/job be one.

There is only a check box for Billable when you add work to a ticket. There's no way to add other options like "Warranty", "Rework" or "Service Plan" plan, for example.

You can't add negative quantities to a Job/WO. Meaning while you can add items used in a job, you can't track material you're removing from the site in the same way, such as things you are crediting back or exchanging.

Alternatives Considered

ServiceNow Customer Service Management, ConnectWise Control, SysAid, Zoho Desk, SolarWinds Service Desk, ServiceMax and Autotask PSA

Reasons for Choosing mHelpDesk

Previous product was not really a help desk/PSA solution. It was a CRM with a minimal service ticketing system.

Switched From

ServiceNow Customer Service Management, ConnectWise Control, SysAid, Zoho Desk, SolarWinds Service Desk, ServiceMax and Autotask PSA

Reasons for Switching to mHelpDesk

At the time it was the best price (not most expensive, not cheapest) for features balance we could find. They sales support was exceptionally accommodating and helpful.

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.

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.

Pros

I like the offline version which always keeps my work saved and secure.

Cons

This software has not given me any issues so far.

Pros

Mhelp desk is a #1 easiest and most powerful software solution for your field services business.improve asset visibility moderate IT services.it allows u to transfer data from any computer or any device.

Cons

The main problem of this software is very slow

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 has all the functions I need to do my job efficiently and they have had some nice updates over the years. Their customer service is great. I've always gotten representatives that are knowledgeable and nice. When I have a problem, I'm able to use the chat function and 99% of the time they get me answers. Even when that doesn't work, they answer my calls and fix the issues. Every customer service rep without exception has been very nice to work with.

Cons

Sometimes they do updates that don't necessarily help with my day to day use of the program. I understand that they are servicing many different industries and needs and I can see the usefulness of the update. It would be nice if they made more of them optional. I have noticed a bit of a slow down in the program responsiveness. It isn't awful, but noticeable. I've done speed tests so I don't think it is my server but I'm not a computer geek so I can't be certain.

Pros

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

Cons

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

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.

Pros

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

Cons

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

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.

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

Pros

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

Cons

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

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

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

Cons

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

Pros

Easy to use. Can I just say that our office manager has a little trouble with technology, but she has taken right to this, and loves it.

Access. I can access my info anywhere. This weekend I was in the mountain and hopped on my iPad and was able to pull down some needed information.

Affordable. At first I didn't like the thought that I was going to pay for each one of our guys that we needed to track, but it really isn't bad, in fact, I feel like it is a great value.

Customer service. We have had several one-on-one training sessions with Ryan, and he has been great. Very patient, and always accessible. They are even willing to add functionality as we suggest things.

These guys really do want to make a great product. They have a ton of different individual users, and keep striving to add functionality to make the software more user friendly and better. Love that.

Cons

Hmmm...I am waiting for it to be comparable with QuickBooks online, but I know they are working on it.

That's all I've got.

Pros

The software meets our dispatching needs as well as capturing all information needed to close out any pending work orders. It automates our service call life cycle process, in turn allows our team and operation to be more efficient and maintain quality as the volume of our calls and request increase.
Once you become familiar with the software, it is fairly straightforward and east to utilize. I would recommend investing some time into adjusting the settings properly on the desktop version as well as app to be sure they align with your process goals. After several weeks of making adjustments, we feel it is tailored well to our needs.

Cons

The one feature we would like to see changed is choosing a job name to schedule a work order. Presently, you can only select the parent name of a site. In our field, not all parent names match site names, so it can be a challenge sometimes identifying the correct parent and site name. If you could add by site parent name or specific site location that would be beneficial.

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.