User Reviews Overview
About mHelpDesk
mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting. mHelpDesk...
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- Used Daily for 6-12 months
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Review Source
mHelp has been a welcome addition to our office. We are finding it to be valuable to our...
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!
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.
Response from mHelpDesk
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!
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Property Management user for 5 years
Moved to mHelpdesk from paper work orders. Still using it 5 years later. We don't schedule or invoice jobs, just use the work order function.
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.
Reasons for Switching to mHelpDesk
Mhelpdesk was least complex. Limble was 2nd choice- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
mHelpDesk/HomeAdvisor
The weaknesses we struggled through for the first 2 years really left it on the back burner as far as fully implementing and incorporating it further into our customer contact operations. Resorted to doing a lot of it manually. As a CRM, it was pleasantly functional until they jacked the prices up after the HomeAdvisor affiliation came in full-bore. Home Advisor's shortfalls are a whole other dissertation.
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.
Response from mHelpDesk
Ken, thank you for taking the time to leave a review. We're glad to hear that overall the scheduling and job tracking features work well, and that the automatic customer texting has been valuable. We're sorry to hear that the communication logging isn't as expansive as you would like -- that's something that we're considering for further development in future updates. We're thrilled to see the 5 stars for Customer Support -- that's always a top priority for us. Please give us a call or send us a chat if we can help with anything. Thanks for being a customer.
Top mHelpDesk Alternatives
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for Free Trial
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Review Source
Quick Response
The support team was very quick to answer & respond. Very knowledgeable.
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.
Response from mHelpDesk
Benjamin, we're thrilled to hear that our Customer Support team was able to quickly answer your questions. We work hard to make sure we resolve customer questions and concerns quickly. Please let us know if there is anything else we can do to help in the future, and thank you for being an mHelpDesk customer.
- Industry: Printing
- Company size: 2–10 Employees
- Used for 2+ years
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Review Source
MHelp Desk is Pretty Good
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.
- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Functional and reliable product with ZERO updates
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.
- Industry: Oil & Energy
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Great helpdesk application
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.
- Industry: Renewables & Environment
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
mHelpDesk changed my life
The benefits of mHelpDesk far outweigh any issues we've had with it. I would highly recommend it. You can pretty much do everything from start to finish with this program. I haven't used it long enough to utilize the invoice part, as I'm still using quickbooks, but for the most part, our company is really pleased with this program. And if we had to do it all over again, we would definitely pick mHelpDesk over all the others out there. And CSR, my account rep, has been phenomenal in answering questions and getting back to me quickly when I reach out.
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.
Response from mHelpDesk
Thank you so much for this feedback Angelique! I'll share the recommendations on our estimate feature with the product team. We appreciate your business!
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
With mHelpDesk, My Workflow is Always Save.
I have well satisfactory experience using mHelpDesk software.
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.
- Industry: Apparel & Fashion
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Review of mhelpfesk
It's help me a lot it's easy and convenient for everybody
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
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Great if You Have to Make Invoices in the Field
GOOD.
mHelpDesk does what I need it to do. It is affordable for a small shop. It's the only software that allowed my, not-so-computer-literal, technicians to create detailed invoices in the field AND HAND IT TO THE CUSTOMER, and record payment.
I would recommend it.
Most of my frustrations come from having such a very functional software package and my techs have to fill out paper timesheets. All the data needed to create a timesheet exists in the Price List including Items or fields called Labor-Travel, Labor-Tech or Labor-Apprentice. The time they signed in and signed out exists in the items list of the invoice. All we need is a report that can filter this data and voila we have timesheets.
Pros
Support is very good.
Works great if you make many invoices in the field, print them and hand them to customers. Must have internet signal.
Email Invoice with Payment Button. Customer clicks the button and pays with credit card.
Easily convert Estimates to Service Call to Invoice.
Customer Info with multiple jobsites easily managable.
Great mobile app., fluid, very functional, easy to use.
Intuitive desktop platform.
Works great with QuickBooks Desktop.
Cons
You will have to pay to retrive YOUR DATA when you leave mHelpDesk.
No inventory. Don't let them fool you. You cannot create PO's and have to go to a price list, select and item, delete the quantity, and enter the new quantity everytime you want to add inventory. No inventory history.
No Time sheets. Again, don't let them fool you. Technicians can sign in in the morning and sign out in the afternoon and you can print a report. That's it. No phase codes. Cannot label time entries. No way to associate payroll to billable hours/ServiceCalls/Jobs.
Custom Reports? Never could create one that was usefull and I have 20 yrs experience in MS Access.
Response from mHelpDesk
Tim--thank you so much for this detailed and very helpful feedback! We will share it with the product team so they can explore some of the ideas that you've raised.
- Industry: Facilities Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
5+ year customer
I've found that while they met my expectations at the beginning, they have consistently gotten better over the years. They are responsive to customer requests of new functions. Having this online has allowed me to work from home when needed which was one of the reasons we chose it in the beginning.
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.
Response from mHelpDesk
Hi Carol, thank you for being a long-time mHelpDesk customer and for taking the time to share your experience. We're proud of our Customer Success team and we're thrilled to hear you've had good experiences with them over the years. As you mention, we are always finding ways to improve the software, and you should see additional improvements in the coming months. Thank you again for your business.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Looks good, doesn't work- waste of time and money
I spent a year shopping for a program, speaking with sales and doing demos. This won out on every aspect. Unfortunately nothing was as it seemed. We spent a lot of time implementing in training, only to find out months later when we started using it regularly that it actually doesn't work. It's like a bad relationship that you can't break up with because you feel you invested too much time into it. However, like a bad relationship you can't let it ruin your life. I lost thousands of dollars, hours of unbillable labor, most recently a client and a very big job because we appear inept (from relying on MHelp). I'm breaking up and moving on. Probably filing reports with the AG and BBB.
Pros
There would be many pros if everything in this app actually worked. It looks good, but clearly it's just packaging. It's glitchy and you won't find out until after spending hours and hours of labor getting it set up
Cons
Client info is frequently deleted so I have to contact clients to get info they've already provided , tax areas changed and deleted so my invoices and estimates will suddenly be wrong and I have to contact clients to let them know their bill/ estimate is incorrect. Text notification of new jobs are blank so they are pointless. Employees cannot connect- with or without internet. "Offline" mode does not work as we can't see any stored info (it doesn't cache). Everything I was told this product does sounded great during the sales pitch, but in actuality none of it actually works . A year and thousands of dollars later, a program that was supposed to make my life easier is running my business into the ground .
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Priority Appliances - Another Happy MHelpDesk Customer !
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.
Response from mHelpDesk
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.
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
have used for 4 years now
We were much happier with the original version and while we continue to use the software, I still and looking for a new option to try.
Pros
It is fairly easy to use. We mainly use it to create invoices and work orders that we print and send to customers. The customization of forms was great when they helped us initially set it up.
Cons
We acutally loved this product when we first started using it. We used it on a desktop in the office. We were on the original version until they kicked us off and told us it was not longer available. The do not truly think of the people who have to use it on a desktop at all. The font is so light that I literally get a headache each day trying to read it on my 20inch monitor. I have already enlarged the magnification and then when I try to create new customers or other things, you cannot see the save button on the enlarged screen.
We have tried to tell them this, but to no avail. Why would you not think there are people working in offices on desktops and laptops still??? Since they have Home Advisor, Mhelp seems to be the step child and they no longer allow you to make suggestions. I guess they do not care anymore what their customers think.
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Review Source
We provide Information Technology Service and Solutions to home and business users. We pride ourselves on the fact that we deliver service and solutions that solve the headaches that Information Technology can cause, efficiently and professionally. Our solutions are totally managed by our support team made up of inside support technicians and field service technology support teams. Working on solutions that are managed and monitored allow our customers to focus on business, not I.T. issues.
We have been working with an in-house solution for a few years that couldn't offer an easy to use mobile solution. Service Techs would have to connect to the server remotely and in most cases this took too long and was inefficient.
Utilizing an access database, exporting to Excel and QuickBooks was problematic due to the fact that data fields would change from an update, causing us to have to reconfigure more often. This is extremely non-productive.
We are 90% done with converting our customers over to the new MHelpDesk solution. This has been a painless migration for us. I am very happy with the ease of use with this solution. The Techs love it too, and say things like "what an improvement, we now have all the customer data at our finger tips while we are at the customer location".
The online help and support videos are a big plus. Checking out the Blogs we found helpful information that gave us some ideas on how we could configure MHelpDesk; saving time, trial and error. We called in for technical support twice to get clarification on exporting to QuickBooks and found the MHelpDesk support to be very knowledgeable and straight forward on the explanation of our configuration needs.
Over the next month we will start barcoding all of our customers Technology Assets that we are responsible for. Our customers contract with us to manage there I.T. Systems. With the barcoding we will be that much more efficient. LESS ERRORS. Identifying equipment has been a challenge and by barcoding we now have the missing link.
The biggest benefit to our company is the fact we can enter customer information and updates remotely. The information is available immediately to the main office and management can take action on services issues. This allows the field service techs to take action at the customer site, and in most cases estimate cost, invoice and bill while at the customer location.
It's all about being professional and efficient.
We are so pleased to have implemented this solution for our business and look forward to the successes it will bring.
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Review Source
Mhelpdesk has improved our business in a number of ways
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.
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
mHelpDesk a solid tool for MSPs
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.
- Used Daily for 1-5 months
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Review Source
MhelpDesk talks a big game but fails to back it up
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
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Hover feature no longer works!
I DO NOT RECOMMEND this program. As of now, it has made our business less profitable and more difficult to manage
Pros
Scheduling used to be easy and tracking of calls fairly good. We made it work even though we are in Canada, Customer service is there, but mostly their answer is "send us a feedback message" when they try to answer your questions. Imports transactions into Quickbooks
Cons
When you hover over the truncated mini view of the schedule on the calendar it does not automatically open to preview the full extent of the job any longer, which means that you have to open each job to see what it is and try to schedule from there. It's very time consuming and what program doesn't give a preview when you hover over information??? DROPS CUSTOMERS AND PHONE NUMBERS AND HAS TRANSPOSED PHONE NUMBERS AND ADDRESSES, doesn't show current day by highlighting it to know you are working in it to name a few, THEY DROP PROGRAM FEATURES WITHOUT WARNING.
- Industry: Medical Devices
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
How does mHD hlep me
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.
Response from mHelpDesk
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!
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Insightful Features & Stellar Customer Service
Again, their customer service, and the way they help us solve problems and customize things to fit our operational model is really invaluable.
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.
Response from mHelpDesk
Thanks Becca! We are glad to hear that you are finding value in the platform and the Customer Support team. Thank you for the feedback on the scheduling portion of the app -- we will pass that along to our Product and Engineering teams. Thank you for your business!
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Review Source
My first enterprise software - if I can call it that
I looked at a bunch of systems when I decided to move to an online, cloud-based system that would help us run our business more effectively. Spoke with a few of them. I wanted to work with a smaller business that would service us well, and that could grow with us as we grew. I have been very happy to have found MHelpdesk.
We run a residential painting company, and have found it tremendously helpful to put all of our information in one place. We are still in the process of moving everything over, but that has been at our own pace.
My suggestion to anyone thinking about this to take plunge, take the 30 day trial, but to actually try it. See what it is like to use it for at least 3 weeks. You will not want to go back to the endless spreadsheets. I know their are bigger companies out there in this space, but they will not treat you like these guys.
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.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Good Investment
Overall a positive experience. Our MHD contact did an incredible job meeting our needs during the set up and training phase. She was always quick to respond with an answer and also a short video to help explain actions steps needed to resolve a challenge. We took advantage of our support plan with CSR, and she delivered each time we reached out to her. I highly recommend her, she is extremely knowledgeable of the software and platform, and willing to assist as requested.
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.
- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Works great for invoicing. Scheduling and clock in features need work
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.
