mHelpDesk

4,3 (828)
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Note globale

4,3 /5
(828)
Rapport qualité-prix
3,9/5
Fonctionnalités
4,0/5
Simplicité d’utilisation
4,3/5
Support client
4,4/5

84%
des utilisateurs recommandent cette application
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828 avis

Mas Idayu
Mas Idayu
Note globale
  • Secteur d'activité : Pétrole et énergies
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d’utilisation
  • Probabilité de recommander le produit 9.0 /10

Great helpdesk application

Publié le 2022-07-27

Avantages

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.

Inconvénients

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.

Casey
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Property Management user for 5 years

Publié le 2020-05-11

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.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Limble CMMS, BlueFolder et eMaint CMMS

Pourquoi passer à mHelpDesk

Mhelpdesk was least complex. Limble was 2nd choice
Ken
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

mHelpDesk/HomeAdvisor

Publié le 2019-10-03

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.

Avantages

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.

Inconvénients

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.

Réponse 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.

Benjamin
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant Version d’essai gratuite
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Quick Response

Publié le 2019-07-23

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

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

Avantages

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.

Inconvénients

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.

Réponse 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.

Ellen
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Ease of switching

Publié le 2019-08-08

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.

Avantages

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.

Inconvénients

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

Sylvette
Note globale
  • Secteur d'activité : Pétrole et énergies
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 2.0 /10

Poor Support - Poor Reporting

Publié le 2020-01-29

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.

Avantages

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

Inconvénients

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.

Alternatives envisagées 

ServiceTitan

Pourquoi passer à mHelpDesk

Cost - with that said you get what you pay for.
Jamie
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Excellent Platform

Publié le 2020-02-11

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.

Avantages

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

Inconvénients

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

Jaime
Note globale
  • Secteur d'activité : Vétérinaire
  • Taille de l'entreprise : Travailleur autonome
  • Logiciel utilisé tous les mois pendant Version d’essai gratuite
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Good program

Publié le 2024-07-03

Avantages

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

Inconvénients

There wasn't anything i found that was hard

hussein
hussein
Note globale
  • Secteur d'activité : Production alimentaire
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d’utilisation
  • Probabilité de recommander le produit 7.0 /10

Great program for organizing appointments

Publié le 2023-01-14

Avantages

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

Inconvénients

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

Mark
Mark
Note globale
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

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

Publié le 2018-02-02

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.

Avantages

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.

Inconvénients

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".

Réponse de mHelpDesk

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

Luke
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Overall Pretty Great!

Publié le 2019-06-13

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.

Avantages

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

Inconvénients

- 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

Réponse 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
Note globale
  • Secteur d'activité : Eau/gaz/électricité
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

What a Nightmare

Publié le 2019-04-04

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.

Avantages

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

Inconvénients

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.

Réponse 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
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Great if You Have to Make Invoices in the Field

Publié le 2019-01-14

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.

Avantages

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.

Inconvénients

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.

Réponse 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
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Reports

Publié le 2018-04-04

- 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.

Avantages

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.

Inconvénients

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.

Réponse 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
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Priority Appliances - Another Happy MHelpDesk Customer !

Publié le 2019-05-03

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.

Avantages

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.

Inconvénients

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.

Réponse 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.

Chris
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Good starter golf club set

Publié le 2022-01-18

Payroll time, invoicing speed, real time management,

Payroll time, invoicing speed, real time management,

Avantages

Easy setup, time tracking onto invoice, payroll time

Inconvénients

Not an A through Z program. Its an A to Z without anything mandatory in between

Lee
Lee
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d’utilisation
  • Support client

MHelpdesk Keeps us organized and gets us paid

Publié le 2012-11-15

this application has increased our profitability and the monthly fee is minor in relation to what...

this application has increased our profitability and the monthly fee is minor in relation to what we save on time filing out paper work and manually processing estimates with excel, work order via paper and billing through an admin staff member.
we don't lose work orders, no billing gets missed, no techs forget about the jobs of the day.
by far and away the best choice our business has made.
I highly recommend the product and endorse it as a must have for any service dispatch company.

Avantages

-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

Inconvénients

-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.

Michele
Michele
Note globale
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

mHelp has been a welcome addition to our office. We are finding it to be valuable to our...

Publié le 2018-03-13

We got rid of paper invoices, which has allowed us to streamline our billing and has saved our...

We got rid of paper invoices, which has allowed us to streamline our billing and has saved our office countless hours. We are able to view our business at a glance on our computers and even on our phones when we are away from the office. We are just starting to see the benefits of using the scheduling board. The customization features are awesome!

Avantages

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.

Inconvénients

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

Réponse de mHelpDesk

Thank you so much for this feedback Michele--we're so happy to have the opportunity to support Hammons. We're glad the customization features have been helpful to your business!

Angelique
Angelique
Note globale
  • Secteur d'activité : Énergies renouvelables et environnement
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

mHelpDesk changed my life

Publié le 2019-01-23

The benefits of mHelpDesk far outweigh any issues we've had with it. I would highly recommend it....

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.

Avantages

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.

Inconvénients

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.

Réponse de mHelpDesk

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!

Roman
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé Autre pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Customer support is great....in particular if you can get past the service desk to a develper...

Publié le 2019-01-12

Really need the business unit capability enhanced a bit, and security levels in the system...

Really need the business unit capability enhanced a bit, and security levels in the system increased (ie added limited user option)...need a few more of this tye of permision, but by business unit *ie geographic region or department...This enables us to grow as a company and not have to look for an alternative system

Avantages

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, expandability is smooth as we grow the business...ie just add another account.......No problems with limitations on data, etc...

They have a business unit function, which allows me to expand operations to different geogrphical regions and maintain each region as a separate entity.....I do not want the east coast operation to impact on the west coast operation, etc...I can also bill each region with a different logo/business unit, etc

Inconvénients

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.

William
Note globale
  • Secteur d'activité : Appareils médicaux
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

How does mHD hlep me

Publié le 2019-04-03

In general it does quite well, I prefer to use the web based system from my laptop. But the phone...

In general it does quite well, I prefer to use the web based system from my laptop. But the phone is a big help.

Avantages

The ability to see all of the customer data.

Inconvénients

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.

Réponse de mHelpDesk

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!

Becca
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Insightful Features & Stellar Customer Service

Publié le 2019-02-28

Again, their customer service, and the way they help us solve problems and customize things to fit...

Again, their customer service, and the way they help us solve problems and customize things to fit our operational model is really invaluable.

Avantages

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.

Inconvénients

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.

Réponse de mHelpDesk

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!

Chris
Note globale
  • Secteur d'activité : Réseaux informatiques
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 3.0 /10

Its great software

Publié le 2019-05-22

It was easy to set up and they will help you with set up. They were always willing to help if...

It was easy to set up and they will help you with set up. They were always willing to help if needed. They continually look to add features to improve the software. Just be aware this may increase the price you pay.

Avantages

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

Inconvénients

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.

Réponse de mHelpDesk

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.

Tim
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d’utilisation
  • Support client

Needs Better Reporting in addition to other things

Publié le 2015-03-19

I have searched for quite some time for a good work request/time recording system that will prove...

I have searched for quite some time for a good work request/time recording system that will prove to be cost effective and save me time. Yours fits a few of the requirements that I have for such a system - key words being "a few"... I have attempted to discuss this with technical support previously. I learned very quickly that your organization would prefer I change the way I do my business and match how you think I should do my business, rather than build a product that is flexible enough to enhance my organization and, in short, make me want to use your product and recommend it to the many clients I do work for.

There obviously is some value for me to use your software. If I had to place a percentage on the amount of your application that I am currently able to utilize for my business, I would say it's less than 10% - probably in the 5% to 6% range. The ONLY reason I have continued to use your product is because I have a few customers who log their own support requests. This is a convenience for them.

I applaud you for taking this step to find out what your customers think of your product. I hope this is a step in the direction of making your product of more value to your customers rather than to your bottom line, which from the outside looking in, appears to be the current goal.

I've taken the time (of which I do not have much of) to put together a quick "off the top of my head" list of pros and cons.... Only because you asked.

Pros of mhelpdesk:
1) easy to use interface
2) my customers may log their own requests
3) affordable monthly cost
4) quickbooks interface
5) customer import feature

cons of mhelpdesk:
1) force use of invoicing feature
2) no ability to generate custom reports
3) no export of time reports
4) quickbooks interface
5) no calendar of "work performed" (similar to a google calendar)

I am a small shop... For one employee, it would take me a day and a half (~12 hours) to invoice one month. This is unacceptable. For the month of January 2015 I did not use your system for billing. I used google calendar to keep up with time worked, exported it to a spreadsheet, imported into quickbooks - this took ~4 hours. Still longer than I wanted, but, I didn't waste an entire day. Your system costs me more than the monthly fee you charge.

Hope this helps.

Joanne
Note globale
  • Secteur d'activité : Design
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d’utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Terrible Customer Service

Publié le 2019-10-22

Terrible Customer Service from the beginning. They entered all our information for us to get...

Terrible Customer Service from the beginning. They entered all our information for us to get started and then it took months for us to get it the way it would work for us. No help and no consistency. We are going on 2 years and we are still not getting the help or answers we need to get MHD to work for us.

Avantages

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.

Inconvénients

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.