mHelpDesk

4.3 (828)
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Calificación general

4.3 /5
(828)
Relación calidad-precio
3.9/5
Funciones
4.0/5
Facilidad de uso
4.3/5
Asistencia al cliente
4.4/5

84%
Un ha recomendado esta aplicación
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Reseñas de 828

Mas Idayu
Mas Idayu
Calificación general
  • Sector: Petróleo y energía
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 9.0 /10

Great helpdesk application

Revisado el 27/7/2022

Puntos a favor

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.

Puntos en contra

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.

Rita
Calificación general
  • Sector: Automatización industrial
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

mHelpDesk

Revisado el 17/7/2019

Always have a great experience when dealing with customer service. I have been helped in a very...

Always have a great experience when dealing with customer service. I have been helped in a very timely manner with any issues that would pop up.

Puntos a favor

I like that it is easy to use and was easy to setup. The flow of the customer account is good.

Puntos en contra

I do not like the reporting. It is not the easiest reports to pull and when you do, sometimes does not make sense. However, I have not used the reports enough to say they are unworkable.

Alternativas consideradas

RazorSync

Razones para cambiar a mHelpDesk

We used RazorSync for several months until we decided that mHelpDesk was a better fit for our business.

Respuesta de mHelpDesk

Rita, thank you for sharing your comments. We're happy to hear that the product is working for your business and that the Customer Support team has been helpful. We'll pass your feedback about the reporting to the product and engineering teams. Thanks for being a customer!

Ken
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 5.0 /10

mHelpDesk/HomeAdvisor

Revisado el 3/10/2019

The weaknesses we struggled through for the first 2 years really left it on the back burner as far...

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.

Puntos a favor

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.

Puntos en contra

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.

Respuesta de 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.

Casey
Calificación general
  • Sector: Propiedad inmobiliaria
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Property Management user for 5 years

Revisado el 11/5/2020

Moved to mHelpdesk from paper work orders. Still using it 5 years later. We don't schedule or...

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.

Puntos a favor

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.

Puntos en contra

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.

Alternativas consideradas

Limble CMMS, BlueFolder y eMaint CMMS

Razones para cambiar a mHelpDesk

Mhelpdesk was least complex. Limble was 2nd choice
Benjamin
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Prueba gratis
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Quick Response

Revisado el 23/7/2019

The support team was very quick to answer & respond. Very knowledgeable.

The support team was very quick to answer & respond. Very knowledgeable.

Puntos a favor

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.

Puntos en contra

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.

Respuesta de 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.

Sylvette
Calificación general
  • Sector: Petróleo y energía
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 2.0 /10

Poor Support - Poor Reporting

Revisado el 29/1/2020

Customer services is lacking. Reports are basically non-existent. Requests to incorporate a feature...

Customer services is lacking. Reports are basically non-existent. Requests to incorporate a feature to help the software grow into a more robust platform are not incorporated, in essence ignored. Opening a case for support took over 3 weeks! Software freezes and there are down-times that impact the daily operation and dispatching of technicians.

Puntos a favor

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

Puntos en contra

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.

Alternativas consideradas

ServiceTitan

Razones para cambiar a mHelpDesk

Cost - with that said you get what you pay for.
Ellen
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Ease of switching

Revisado el 8/8/2019

A++. Their customer service team answers and solves issues within minutes ! They definitely know...

A++. Their customer service team answers and solves issues within minutes ! They definitely know their software and ways to make it fit your needs.

Puntos a favor

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.

Puntos en contra

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

Jamie
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Excellent Platform

Revisado el 11/2/2020

The demo and set up was great! They did the hard part with our onboarding.

The demo and set up was great! They did the hard part with our onboarding.

Puntos a favor

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

Puntos en contra

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

Jaime
Calificación general
  • Sector: Veterinaria
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado Mensualmente durante Prueba gratis
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Good program

Revisado el 3/7/2024

Puntos a favor

Very easy to use with what i needed to use it for.

Puntos en contra

There wasn't anything i found that was hard

hussein
hussein
Calificación general
  • Sector: Producción de alimentos
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado Semanalmente durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 7.0 /10

Great program for organizing appointments

Revisado el 14/1/2023

Puntos a favor

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

Puntos en contra

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

Luke
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Overall Pretty Great!

Revisado el 13/6/2019

Overall I would recommend this to most people in search of a CRM. There are a lot out there, but I...

Overall I would recommend this to most people in search of a CRM. There are a lot out there, but I cannot imagine the customer service is as good.

Puntos a favor

First, The customer service is Great! Especially the rep who helped me out tremendously. The live chat feature is probably the best in the business in terms of helpful information and response time.

Aside from that the software works really well. We are not totally utilizing every feature and it works really well for our company!

- The overall layout and ease of use is great
- Very easy to create leads
- Easy to convert lead to a job
- Easy to create job tickets IF you enter the correct information into the ticket on the first try
- Easy to schedule
- Can even sync it to Google Calendar
- The main screen is plain and easy to use
- Moving from tab to tab is simple and straight forward
- Running reports is easy and great
- Items to service might be useful for keeping track of maintenance items on out company fleet
- May even be useful if we have a better service tech, if we start doing more service items
- We can inventory items as well.
- I would like to explore options that you may know of regarding this and tool tracking inventory
- The customer service live chat on this CRM is great
- The mobile app is great for our guys in the field to use
- Straight forward pretty simple
- Push notifications work great
- Simple and easy to contact customer
- Easy to use maps that integrate with the phones maps software
- There is are a lot of areas where you can customize the fields of input

Puntos en contra

- If you don’t input the information of the ticket correctly the first time, it makes it extremely difficult to change it after.
- You cannot look up tickets by their address on the mobile app (At least not easily if there is a way).
- When having a recurring lead there is no drop down to select the customer, you have to enter the customers name EXACTLY the same as it was entered the first time

Respuesta de mHelpDesk

Luke, thanks for the detailed review! We're very glad to hear that you are taking advantage of so many features of the app. Please let our team know if there is anything else we can do to help. Thank you for your business!

Elizabeth
Calificación general
  • Sector: Servicios para instalaciones
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 0.0 /10

What a Nightmare

Revisado el 4/4/2019

They frequently push super buggy updates. For example, the most recent update made the decision to...

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.

Puntos a favor

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

Puntos en contra

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.

Respuesta de mHelpDesk

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.

Tim
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 5.0 /10

Great if You Have to Make Invoices in the Field

Revisado el 14/1/2019

GOOD.
mHelpDesk does what I need it to do. It is affordable for a small shop. It's the only...

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.

Puntos a favor

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.

Puntos en contra

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.

Respuesta de 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.

Sigrid
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Reports

Revisado el 4/4/2018

- great customer service availability by phone and online chat.
- easy scheduling.
- mobile app...

- great customer service availability by phone and online chat.
- easy scheduling.
- mobile app for technicians on the road.

Puntos a favor

With the help of the support team I was able to filter out a list of customers that live in a certain region. Our out of town customers are grouped by areas. In order to send those customers a reminder email or reminder cards we need to filter them from mHelp. The report feature is too restricted and didn't help us. Then finally I had someone on the phone that told me to create a new selection under Customers. I selected the cities that are on that route and listed all of them separately. And voila, I had a list of customers that I was able to export to excel.

Puntos en contra

I don't like the way the reports are set up. There should be at least one report available that we can select/ search for all the fields that we need included. At the moment the customer custom fields can NOT be selected. Although this is a database that we're working on and theoretically all fields can be searched. I think it is not only us that ran into this problem. I need to be able to select fields that are important to our business to filter out e.g. the customer, their address, email, phone number in a certain region.
Another problem that came up from the solution above is that those lists can not be edited and therefore always need to be deleted and re-entered. It would be great if that could be editable. If that function would be editable it would eliminate possible mistakes while re-entering the whole list of e.g. cities that were entered before.

Respuesta de mHelpDesk

Hi Sigrid--thank you so much for this review and feedback on our reporting. We're always looking at ways to improve so this is very helpful, and will be shared with our product team. We appreciate it!

Jeremy
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Priority Appliances - Another Happy MHelpDesk Customer !

Revisado el 3/5/2019

Overall, the benefits have been great. It allows us to organize our business according to our...

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.

Puntos a favor

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.

Puntos en contra

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.

Respuesta de 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.

Mark
Mark
Calificación general
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Our experience has been extremely positive. No other company would go this far for a customer.

Revisado el 2/2/2018

We are completely cloud-based, completely mobile, our response time has decreased and profits have...

We are completely cloud-based, completely mobile, our response time has decreased and profits have increased. We have found a vendor/partner that listens. We truly have an integrated product from end-to-end. Service calls/requests for quotes come in, an excellent work product goes out, seamlessly.

Puntos a favor

The field app is very strong and that is a must. The admin provides a true workflow experience. The software is as flexible as it can be, provides true integration to QB, and has cut our entry time in half. Our profits are up and communication is vastly improved. The cloud feature fits our Disaster Response plan. Their customer service is the best I have seen and we have tried many.

Puntos en contra

Very little to dislike. They are always improving. I would like to see an inventory module, and Ajax searches would be a real improvement. But overall, they are the "best-in-class".

Respuesta de mHelpDesk

Thank you for sharing your thoughts on mHelpDesk Mark! We are so happy to work with you and VIALARM.

Tanya
Calificación general
  • Sector: Consultoría de gestión
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

have used for 4 years now

Revisado el 6/9/2018

We were much happier with the original version and while we continue to use the software, I still...

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.

Puntos a favor

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.

Puntos en contra

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.

Luis
Calificación general
  • Sector: Seguridad e investigaciones
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Best option we found for a Professional Services Automation (PSA) platform.

Revisado el 11/7/2017

It does the job we need it to do: a Help Desk for internal and external use and Service management.

It does the job we need it to do: a Help Desk for internal and external use and Service management.

Puntos a favor

For what it does and the price, it was the best deal we found after having looked at other a dozen alternatives. We hardly use half of what it advertises it can do, but all we needed was a Help Desk and Service Ticket platform for our use as a security systems integrator and MSP provider. Their salesperson was extremely patient and helpful, and hosted multiple webinars for stakeholders who could not all attend at the same time. It's still rough around the edges that we need to tweak, but it's 10 times better than trying to use our CRM to do service tickets like we had been doing.

Puntos en contra

The interface has that odd feeling, take-up-the-entire-screen-realestate look that supposedly a websites that have to be "Google search friendly" are forced to contend with. Reporting is weak. Some info on screen like service ticket numbers can't be selected with the mouse for copying and pasting, strangely, and not all information detailed areas are easy to get to. No Salesforce integration, but supposedly that is coming someday soon.

Michael
Michael
Calificación general
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente

Mhelpdesk makes my customers happy at a price that makes me happy!

Revisado el 18/3/2015

My business partner and I have been using Mhelpdesk in our telecommunications business for about...

My business partner and I have been using Mhelpdesk in our telecommunications business for about three years now. We had searched for a long time for a product that was easy to manage, affordable, and that enhanced our customer relationships.

We tried the "server based" solutions, spending thousands of dollars for a complicated product, which also required us to budget for "maintenance fees" so we could get support when bugs were discovered. Although we tried several solutions, none met our goals for ease of use and low cost of ownership.

When we finally discovered Mhelpdesk, we couldn't believe how simple it was to get started. Not only did it provide the features we need for scheduling, assigning, and billing projects, it also integrated closely with our QuickBooks accounting software. We were able to import tons of information and use it to populate our Mhelpdesk account data.

As our needs changed, we challenged the folks at Mhelpdesk to solve several problems in workflow within our business by adding features to their product. A prime example of this occurred when we asked Mhelpdesk to provide a way to automatically assign and notify technicians when a service ticket came in for their customer. Within two months Mhelpdesk had refined the added feature, and now ALL Mhelpdesk customers are able to make use of it.

Dollars always matter with a small business like ours. With Mhelpdesk, we get the whole solution set, but only have to pay per user. This results in minimum cost for maximum capabilities.

Perhaps more important than the dollars is the frequent positive feedback we get from our customers about how easy it is to do business with us (because of the user-friendly branded interface Mhelpdesk provides on our behalf). They like being able to enter a request online quickly, and being able to see past tickets, etc. They see doing business this was as "hassle-free"!

Overall, engaging Mhelpdesk has been one of the best business decisions my partner and I have ever made. We highly recommend it!

Doris
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Great Service Management Software with Excellent Customer Support!

Revisado el 17/7/2014

We have been searching for an integrated solution for our service-based business for a long time. ...

We have been searching for an integrated solution for our service-based business for a long time. Many companies say they can provide what you need, but Mhelpdesk actually delivers! Compared to other software, we have found the product as follows: User-Friendly, Extremely Customizable, Inexpensive upfront and monthly costs & NO CONTRACT, Quickbooks integration, Free weekly interactive training, Excellent Customer Service. Personally, I have never worked with a company, who cares as much about Customer Happiness! We signed up on July 2nd, and I have spoken to my Sales Rep (Mike), Trainer (Lauren), Director (Melanie), Support (Kaylea), Quickbooks Specialist (Felix)... I feel like I know the whole team, already! They take time to listen to your needs, and then help you transform the program. They always make you feel important as they take time to deal with your questions. Lauren has really gone out of her way to quickly answer emails, return my phone calls, find a solution for me, or connect me with the right person. I can't think of any other software company, who has worked as hard to make sure their clients are happy, and working efficiently with their product. They have a contact us tab within the software, where you can submit online service requests. In addition, they have a feature requests tab on that same page, and they take the suggestions very serious. There is an update listed on that screen which shows the status of these suggestions as well, and you can vote on them. I am looking forward to the new mobile app that will be released soon. Outlook/Exchange calendar integration is also around the corner, as well as the Client/Server edition of the software. As the owner of my company, I am involved in each job from the beginning to completion. I not only go out in the field and provide onsite services, I remote into clients, and then I have to review work orders from my technicians before I can send invoices to my customers. I handle all of my accounting data entry on top of the service work. I spend so much time working for my clients on solving their issues, that it takes me forever to go back and bill them. I know that Mhelpdesk is going to change my business by organizing my workflow, which will help with cashflow. I am excited to finish tweaking the system so I can reduce my work hours and have more time to enjoy my personal life! Mhelpdesk is on the leading edge of technology and I am so glad to be along for the ride!

Nick
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My first enterprise software - if I can call it that

Revisado el 5/2/2013

I looked at a bunch of systems when I decided to move to an online, cloud-based system that would...

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.

Puntos a favor

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.

Puntos en contra

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.

Tim
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Mhelpdesk has improved our business in a number of ways

Revisado el 18/3/2015

Our business had grown to the point where the typical administrative tasks such as work order...

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.

Josh
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  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

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  • Relación calidad-precio
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  • Probabilidad de recomendación 0.0 /10

MhelpDesk talks a big game but fails to back it up

Revisado el 25/6/2017

A headache

A headache

Puntos a favor

Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast

Puntos en contra

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

Michael
Calificación general
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

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  • Relación calidad-precio
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  • Probabilidad de recomendación 8.0 /10

mHelpDesk a solid tool for MSPs

Revisado el 17/2/2017

mHelpDesk has been a welcomed addition to our operations. In vetting the product it was challenging...

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.

Puntos a favor

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.

Puntos en contra

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.

Chad
Calificación general
  • Sector: Consultoría de gestión
  • Fuente de la reseña

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  • Probabilidad de recomendación 3.0 /10

Good shell, but buggy with little support

Revisado el 26/4/2014

Puntos a favor

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.

Puntos en contra

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 into MHelpdesk, because if they do it directly from an Apple, it won't work.

They seem to update the software CONSTANTLY, and every update makes it worse. The new app for the tablets is worse than the old app. I cannot run reports for custom fields. If I type a message and hit send, it changes the status to open instead of whatever I had assigned it to; that's a huge problem. At least once a week, the site is completely down and we get the "oops" error. Our clients get the "oops" error a ton, and it makes us look incompetent.

The "Subject" line cannot be removed from online form. Service location cannot be added to the online forms. We've been able to do a major workaround, but if those two options were available, life would be a lot easier.