mHelpDesk Reviews

Well organized Custom Fields and Work Types Features. MHelpDesk had every feature on our Deal Breakers List. It also had features we didn't think we would need, that have turned out to be really great.

Would like to use inventory without having it track in Quickbooks.

Thanks so much for sharing this feedback Mark! I also wanted to let you know that you can absolutely use our inventory feature without QuickBooks--please contact our account support team so they can help you get that set up. We appreciate your business!

The customer service is fantastic! There is not usually a wait time to get a person on the line to assist in any way.

There are report limitations. I have not been able to create a report that will include customer's email addresses.

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.

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...

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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.

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

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

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

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

Clean design, simple setup. This was our first step in taking the business from paper to a software with mobile capabilities.

There are VERY limited reports, unable to scale a business with this software. It was a step between paper and a more robust software. Not able to count the how many reoccurring clients or the value for a specific business line item.

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

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

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

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

1. Speedie invoicing and collection (24 hr with stripe integration for CCs) 2. Fast reports: I've used other systems where it was very laborious to pull reports. NOT here. 3. Drama FREE: Reliable. Used it for several months with no big data issues

No big cons just wishes. Definitely would like the capability to do the following. - Flag Bad clients (ie people who didn't pay and should not go back to) - Manage Various levels of service contracts and pay plans - It would certainly help me

thanks for the feedback! we're listening to your requests closely and building new features as fast as possible. Thanks!

Great software and sending text message alerts to new potential clients was a great feature."Useful that helps us on a daily basis keep track of our estimates and appointments.It was very easy for our employees to use

It has poor search features, poor customer service, and the response takes a lot of time until your problem is considered.

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.

- 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...

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When we started using mHelpdesk about 4 years ago, it was everything we could possibly want. It's only gone downhill since then.

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.

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.

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.

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.

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...

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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.

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,...

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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.

I love the fact that I can create custom fields for my jobs that will translate over to invoices. I can make custom fields for each type of service I provide. You can also create custom fields for your customer profile. It absolutely amazes me as I never thought I would find a software tailor made for our niche company- a commercial diving firm. With being able to customize everything from customer...

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The only con i can think of is having to put my appointments in a time slot. I have not looked into this all the way yet as I am still customizing everything. With my business our service calls do not need time slots and the customer are not present for the work so it would be helpful to see all my appointments for the day without them being assigned a specific time. (even this isn't a real big negative for me more of a pet peeve). I bet if I asked them they could figure out how it can be set up like this!

1). can be customized easily 2). power keyword quick search feature

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

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!

-Ease of use. -Customizable -Website service ticket integration -Integration to Quickbooks -Customer support is top notch! -They are very fast to update their software when customers make suggestions! -I learned about Mhelpdesk about a year ago and tried it out and was really impressed but was missing some things for my business as I have a ton of inventory that I stock. Over the past year I...

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None *Other than waiting for the new features like POS (Point of Sale) with inventory management or interface to Quickbooks Online!

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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.

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...

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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!

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!

Hi Kathryn, This feedback is very difficult to read, but we appreciate your taking the time to send it. Clearly we value you as a long time customer and would like the opportunity to see if we can resolve the issues you've experienced. We'll be reaching out today to see if there's anything that we can do. Thank you, and we sincerely apologize for the challenges you've had with our product.

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

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.

Chris, thank you for review. We're grateful for your business over the past few years and we're sorry to hear that the value is no longer there for you. Please let us know if there is anything we can do for you in the future, and we hope we may have an opportunity to work together again down the line.

The product is very easy to use The report section is terrific, especially when looking for errors and omissions done by other users. When mistakes are identified, corrections are applied, without any major headaches There is no need to stuff envelopes, all correspondences are done direct from the program and if there was an internet error, the program would state the item was not sent

Searching for Job numbers related to specific clients are not as easy as searching for invoices related to clients

After ten years of running my computer business using QuickBooks, carbonless paper invoices, and custom PDF documents, I was able to eliminate handwriting everything with Mhelpdesk! Now I handle all my service tickets, scheduling, and invoicing online from my computer, a customer's computer, or tablet. My bookkeeper loves that I can upload all my transactions from Mhelpdesk to Quickbooks. Another plus...

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The product is excellent; the only downside that I could find so far is that it's not free.

1. Easy to use user interface 2. Friendly support 3. Very easy to add recurring jobs 4. Text notification are terrific 5. Notes universally kept in client profile 6. Schedule Calendar Screen works great with scheduling and rescheduling

1. It would be nice to have a proper punch clock for our employees rather then the start and stop watch that is built into the application. 2. The mobile app does not always work, sometimes it freezes or refuses to load. 3. Reporting is not as easy as similar services 4. When using int he browser it seems to time out often 5. Address input does not always grab the proper address when importing a client. It will try to search and auto fill the address which sometimes inputs a incorrect location.