mHelpDesk Erfahrungen

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.

Truthfully we are happy with most everything. There are a couple of things we cannot do but we have worked around these issues.

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.

MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place.

This is the worst CRM. They have false advertising on their website claiming to be the "fastest, easiest, most powerful field service software." This could not be farther from the truth. Not only is this the SLOWEST software I have ever come into contact with, they also have the worst customer support. No one who works there knows in the ins and outs of the program and they never can give consistent answers. Our company had lost thousands of dollars by implementing this application. It simple DOES NOT WORK in the field. Our company members who use it on devices other than a computer spend HOURS uploading information because the program is so slow. It is an embarrassment to our company when using it in the field and has only been a headache from day one. Do yourself a favor and DO NOT BUY THIS SOFTWARE!

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.

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.

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.

It filled our need for a job reporting software customers requested.

Did not use much past ticket emailing to customers

mHelpDesk has one of the most amazing integrations with other services for various tasks like generating invoices or for payment processing. It is one of the most intuitive features in a service management software

The bugs. Sadly, with a tool that solves extensive issues, there are also certain bugs that we faced once or twice a week. Most of the issues are also risen from the poor UI design which makes it difficult to comprehend the toolchain.

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.

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.

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.

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!

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.

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 search by any piece of info you have (name, phone number, email, address etc.).
The reports are extremely easy to run and very detailed.
The app Has a functioning offline mode for when there is no service.
The app and online version give you the option to see other peoples schedule (if they have permission).
The app used google maps so it is always up to date.
I can hide confidential info from my techs based on permission.
My people can clock in and out right from their phones.
It is compatible with quick books.
I can easily calculate my markups right from the estimate screen.
The customer service is absolutely unbeatable. They are always there during business hours. Everyone I speak with fixes my problems right away no matter if it is in a chat screen or over the phone.
Lastly everyone I speak with is clear and concise. I am speaking to people that know what they are doing.

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.

Customizable
Coloring of the work order type
Recurring maintenance
Report

The mobile app needs a serious upgrade!
Being able to upload more then one file at a time (picture in particular)
bring back the ability to make a contact inactive without having to delete his records. Keeping records is the number one need in real-estate management. There are work arounds but definitely need to be brought back

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

I liked the home page of the website for the admin. I also like how you can search for a customer with different info.

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.

It has helped organize my technicians and keep them on track. It allowed the office to put more responsibility and accountability in the technicians hand.

The mobile app can take a very long time to load. It will go offline if not in best service area but will not put itself back online so data isn't transmitted as expected until the issue is found. It lacks a lot in reporting. Inconsistencies in data formatting causes customers to be duplicated when imported from Quickbooks. Notes entered in lead forms do not carry into the customer profile causing rework. When there are known issues, there is no communication about them leaving the end user wasting time exhausting potential causes on their end before reaching out to customer service who takes about a half hour to respond to inquiries.

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.

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.

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.

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.

A good value with some customization ability. The support team was top notch in assisting in getting us setup. It was the best solution to fit our needs out of having looked at over half a dozen name brand competitors, many of which didn't have the useful features mHelpDesk does. General support is also pretty good.

We were not able to import as many field from the CSV export from our old system as we would have liked. Some custom fields are apparently not searchable. If you have clients that have leases, they currently lack an effective way to track different leases and the equipment on those leases associated with the same customer. But they have been very receptive to this feedback and hopefully will have a solution soon.
They advertise a time and attendance timeclock function but I do not see it as very usable yet.

I like the helpful the customer service agents. They really try their best in my opinion.

I feel that this program and it's designers do not have a clear understanding of the service industry. To market a product and not understand completely your customer base is very frustrating from a consumer perspective. The salesman and the set up agents lead me to believe once our forms were set up this would work wonderfully. I'm very disappointed. We've been using MHelp Desk since March 2016 and we have more issues now then we did during the summer. Like all managers I JUST need this to work. We are in our busy season now and MHelp Desk is falling very short of my expectations. It would be helpful for the staff and programmers to shadow a service company and it's techs to fully understand how to provide the best software.

We were told this would intergrade with sales, proposals, client approval etc. And we are still not getting the proper emails from clients that are approving our proposals.

Customer Service is terrible. Every time we have an issue, they say they will take care of it and then something else goes wrong. You talk to someone different each time so basically you have to start over and each person you speak with does something or tells you something different. We were told we would have a representative assigned to us to help with our set up and any questions after and you never can get the same person.

-Android app allows field techs to update, create, edit orders on the site.
-work orders/invoices/estimates with signature capture allow us to quote, close and invoice on the spot.
-google calendar integration gives us a quick visual, auto updates and is easily accessed - a nice add on feature that we use
-QuickBooks imports allow us to quickly import all invoices with a click of a button. cutting way down on administration costs.
-ability to track time for techs on projects and materials used keeps our jobs profitable.
-tech support either online or via telephone is fast response, accurate and helpful.
-constantly improving product and features. routine updates keep program operating smoothly and each update typically increases effeciency

-have had a few server access issues that where caused by external companies or service providers. These have made the system unavailable for a period of time during the work day.
-tech support advised of available work around and updated on status of repairs taking place.
-downtime was minor impact and communication during was great.
-would be nice add on or option to have app/program operate as standalone on at least one onsite PC in the office during these times.