Win more jobs and grow your business with mHelpDesk!
4.4/5 (97 reviews)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.
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.
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.
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.
Dispatching
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.
David -- thank you for the review. I'm sorry to hear that the Quickbooks sync did not go as smoothly as it should have and that you did not have the best experience with our support team. We pride ourselves on focusing on customer support, so I will pass your feedback to that team to see how we can continue improving our service. If you have any other issues with your account please contact our team and we will be happy to help. Thank you for your business!
The customer service team is always ready to help! I have searched and it is my belief for the money - you won't do better than mHelpDesk. It has taken our business to a new level.
Pros
This software has enabled me to eliminate one office person. The techs in the field use the app to complete estimates or invoices and then the program integrates with QuickBooks. This has eliminated paper tickets. I like that we can add pictures to a work order as this can be a vital tool for a job. The techs can also input data if they are out of range with their mobiles, this is not an option with other similar software/apps. Additionally, almost all of our invoices are emailed to the customer and that means that I get paid faster!
Cons
The program - for the cost - is about the best you are going to find. It does have a few issues I would like to see resolved. If a customer clicks approval on an estimate it doesn't trigger a notification and I think it should. I am also paying another company to garner, share and post reviews. I think that mHelpDesk can do this. They have all the customer info - it should be a matter of checking a box. The customer service at mHelpDesk is wonderful. They have always tried to assist me with any questions or to resolve any issues.
Hi Margaret, we are happy to hear that mHelpDesk is helping you run your business better! Thank you for the suggestion for adding customer reviews -- we are always looking for ways to improve the product. Thank you for being an mHelpDesk customer!
We use MhelpDesk primarily to schedule leads, and then to write estimates in the field. We barely scratch the surface of what this software is capable of. But the biggest advantage to using mHelpDesk is the people. THEY HAVE THE MOST HELPFUL STAFF YOU ARE EVER GOING TO DEAL WITH... PERIOD!!!
Pros
Although we don't use a lot of what mHelp is capable of, we find the software very easy to use while writing estimates out in the field. This is a great program, with great people behind it.
Cons
No negatives... Seriously. It would be nice to be able to hide parent accounts in the price list to clean it up a bit, but this is a very minor issue. It does not detract from the usefulness of the program at all.
Mark - thank you for the review! We are happy to hear that the product is helping you with scheduling and writing estimates and thrilled to hear that you've had a chance to work with our great staff. Please let us know if we can help you get up-to-speed with any other features. Thank you for your business!
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.
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!
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.
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!
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.
I have been in service industries for more than 40 years as a President and CEO - most of those years building a company from its inception as a small local business into a business generating more than 1 billion dollars in revenues. I must say that I have experienced significant difficulty getting set up on mHelpDesk. It has taken more than a month fraught with frustration. I am still with you 100%+ because of your sales, implementation and support personnel.
All of them - ALL OF THEM - have been EXCEPTIONAL. Genuine care, empathy and a sincere desire to help me overcome and work thru a myriad of setup difficulties have been the overriding factors in our finally achieving success with our setup.
Britt has led the charge. Without Britt leading with such grace, style and encouragement we would most likely have moved to the new Intuit Field Mgt. software on an Enterprise platform.
Britt is determined to lead her customers thru any storm towards successful implementation. Her tenacity and determination coupled with her pleasant demeanor are a tremendous asset for your company.
And I cannot say enuf about your tech support team and Stephen, our salesman. Stephen kept us from going to Wintac early on. He is a real professional.
I think your staff has paved the way for my company to remain a customer for life.
Thanks for hiring such talent.
Pros
Features, versatility, SQL database, reporting, etc.
Cons
A few little things we would like to see are missing.
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.
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.
We are a HVAC service company. Until mHelpDesk we were using paper invoices with our techs. We now have the entire company history at our fingertips. mHelpDesk has helped us become much more organized and has simplified our techs responsibilities as well as our office staff.
Pros
This software is easy to use and to navigate through. I love the ease of looking up all our jobs and customers information. The staff at mHelpDesk are so patient and personable and so helpful, they put customer service at the top of the priority list and that is very important to us. This summer will be two years since we signed on with mHelpDesk and we have no complaints, only compliments!
Cons
I can't say I can really think of anything.
Thanks Michele! We're happy to hear that the switch to mHelpDesk has been an easy and productive one. Thank you for being a customer!
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.
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!
I have been very pleased with the customer service we have received with mHelpDesk. The people seem to be the biggest asset the company has because we have been able to contact them constantly and they are very polite and resolve out issues whether it be over the phone or over chat.
Pros
The customer service is top notch. Everyone is very kind and respectful and more importantly are very good at providing feedback. The app is great. We had a few issues with the information transferring into quick books the way we prefer but overall is doing everything we needed it to.
Cons
I really wish the phone numbers were able to move to google calendar. That is the biggest pitfall of this software. Also the customer information doesn't translate super well with quickbooks.
Thank you for taking the time to share this feedback Kevin! We really appreciate it, and are happy to get able to support R&S.
So much better than what our business was using before. So many more options to grow into.
Pros
- Organization
- Less physical paperwork.
- Payment options
- Direct email/text to clients
Cons
- The search function isn't the best.
- I cannot go ahead and create an invoice in advance that is in a sequence like I can a job.
- I have had a hard time getting our invoice/work order templates set up the way we want.
- Glitches have happened a couple times that has made a lot of work in restructuring recurring jobs.
We really appreciate your sharing this Abbey! We're glad that we've been able to help Inside-Out save time, and will share your product feedback with our team. Thank you!
It has been very positive from the first phone call to get information about them. The team was supportive and willing to work with us. The onboarding team helped directly to get us up and running and then the regular support team took over. Positive experience overall
Pros
I work for a small wellness company who wanted to expand and needed to automate. We decided on mHelpDesk. The monthly cost is well worth it. Users are very satisfied with the ease of use and link to google calendar. As an Admin I have run across a few items that would be nice to have but are not show stoppers. The Support Team is extremely responsive and willing to help, they even made videos for me to show how something was done and I can refer back to.
Cons
Minor limitations that require modifications to process / approach. Ability to load custom fields, linking custom fields to templates, viewing customer attached files in the Mobile App and putting identifying information to the Customer & Contacts.
Thank you so much for sharing your experience Linda! We've loved working with you and Brain Power Wellness, and look forward to supporting your business.
MHelpDesk has helped out company become better organized and provide better service to our customers.
Pros
It was easy to set up and import our database. Works seamlessly with Quickbooks. The ability to create a an estimate, convert to a service call and ultimately an invoice makes things simple. Everything from scheduling service calls to billing can be done with a punch of a couple of buttons. Great Mobile App!
Cons
The reports aren't as customizable as I would like and the monthly cost is a bit steep.
Thank you so much for this feedback. We really appreciate it!
MHD keeps it's word:
Open API capability and multi warehouse functionality were required when we switched to MHD. The MHD sales team advised that other customers had requested the same and that these were in development. They kept their word.
Pros
This is a fantastic product which provides all the functionality we require to provide service to our global corporate clients.
Cons
Absolutely nothing! The software is reliable and the customer service is outstanding.
William, thank you so much for the review and for being an mHelpDesk customer. We're thrilled to hear that you have been able to use the API and multi warehouse functionality.
Pros
The application provides free training to help you use the application well. Supports the different workflows, be it scheduled or unscheduled. The application ensures great customer service. For every work order, you will be able to generate relevant estimates and invoices. The best feature is that you can manage all your employees and work orders in one place. It has a robust searchability feature. You can easily customize the templates. It helps you track work orders and update them. You can add notes and comments, which will be seen by respective team members. By a click you can send all your data to QuickBooks, eliminating data entry. You can work by enabling the offline mode any time you lose internet connection.
Cons
We can’t add multiple administrators in to the platform which is a a very bad drawback. Mobile tracking lacks accuracy.
Very Positive
Pros
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.
Cons
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!
10 hours a week of less office work at home. The mobile app allows me to send invoices, receive payments, close out deals, and attach pics without have to write anything out. It's a lot cheaper with better customer service/tech support than any I tried.
Pros
The customer service/technical support is perfect. I needed a lot of modifications to invoices, estimates, etc. The reps helped with every step. He was able to do a bunch of things without me having to log in. If you have more than 5 accounts this program will save you a bunch of time. I tried 8 other programs before I found mHelpDesk, one I entered old invoices for 10 hours, only to figure out it couldn't be customized to what I needed. I recommend taking advantage of the trial. It will speak for itself!
Cons
I don't have any complaints. Every issue I had was fixed by the tech support.
Thanks Samuel! We're thrilled to hear that the mHelpDesk product and support team have helped you get up and running quickly. Please let us know if there is anything else we can do to help. Thanks for your business!
I wanted to add a credit card processing fee and with the help of Mikey at the support team, I was able to do this easily.
Pros
Customer Support usually has a solution for most of my questions.
Cons
The reporting function is still an issue
Hi Donna! Thanks so much for the feedback on our product and service. We're so grateful to have House Doctors' business...
Pros
Notices of employees or customers being locked out very helpful.
Cons
Search function not user friendly, and sometimes difficult to know exactly what areas are being searched.
Thanks for your feedback Khadija! We really appreciate your business, and will share the thoughts on our search with the product team.
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.
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.
great overall experience!
Pros
Very easy to use, intuitive, exactly what we need. customer support team available to help with specific needs and very knowledgeable
Cons
integration with quickbooks was challenging
Thank you! We're excited to hear that mHelpDesk is meeting your needs and that our Customer Support team has been helpful. Please let us know if there is ever anything we can do to help. Thank you for your business!
Pros
Having all of these functions in one software program; customer contact, scheduling, communication, billing, and reports. And have these functions available on a mobile app as well.
Cons
The system seems to have somewhat frequent outages and issues
Hi Richard, thanks for the review! It's great to hear that mHelpDesk is working well for your business. Thanks for being a customer.
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.