mHelpDesk

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.

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".

You are able to automate your business to keep a customer database, schedule and track work orders. Billing is a breeze with in the email feature you send to your customers. They can pay directly with PayPal or Credit Card account. There is even a feature to generate leads to your business. You can customize your invoices and work orders to meet your business needs. Works on mobile Apps and integrates all your invoices to quick books.

When customers pay from your credit card account, you are only able to setup and activate one payment option at a time. It would be nice to have individual bank accounts set for different sections of your business model.

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

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

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

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

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

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

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