mHelpDesk - still needs some help.

Rating: 5 out of 10

October 10, 2016

Use Cases and Deployment Scope

We used mHelpDesk for nearly 3 years. It was a great starting point for us and we couldn't have done without it. The CRM feature set is great overall. We used it to keep track of our customers for in-shop and on-site computer repair/consulting related work. We used it for billing, scheduling, ticketing and job tracking.

Pros

Design interface is great. There was a major design overhaul about a year ago. It became much "prettier", but also much slower as a result. The overhaul made it easier to use on mobile devices and laptops with smaller screens.
Customer service was always very responsive. The team at mHelpDesk seems to really enjoy what they do and were always friendly and helpful.
Workflow. Overall, very easy from a start to finish process of creating a customer, adding a ticket and invoicing work.

Cons

mHelpDesk grew VERY fast during the time we used them. I think as a result of trying to cater to many industries and customers, they weren't able to add new features and fix bugs as quickly as they could have if they would have spent a little less on advertising and more on perfecting the product first.
Nesting layout. Looks very much like Quickbooks Online. If you open a customer, then a ticket, then an invoice, etc., - you have all these windows open and have to close out one at a time. When you're in a hurry and time is critical, this becomes annoying quickly.
Speed. mHelpDesk 1 was really fast. mHelpDesk 2 was SLOW! It's improved over time, but as pretty as it was, we ended up sticking with mHelpDesk 1 because it was so much faster.
Want to send your client a statement of all their invoices? Too bad! If you integrate with Quickbooks, you can do this - but mHelpDesk didn't have an option to simply send a statement of all invoices. This is such a simple thing that was needed and no great solution to do it. You could export to CSV, but how many customers want to get that?
Invoice/Commission tracking. Say you create an invoice and you want to track the sales person that created it - maybe for a quick purchase without creating a ticket. You can't do that in mHelpDesk 2. You HAVE to create a TICKET first, assign a staff member, THEN create an invoice. That's a lot of work to make a quick sale and track the commission. With mHelpDesk 1, we were at least able to make the invoice - it would automatically create a ticket, and then we could assign the ticket to the tech afterward. With Version 2 - creating an invoice stopped generating a ticket automatically. This was very frustrating and another reason we stuck with version 1.

Likelihood to Recommend

I think for certain industries, mHelpDesk would be a great fit. But for computer repair/consulting, I simply don't recommend it. We switched to a competing product called RepairShopr and honestly, it does pretty much everything better. There are a few things that I liked the way mHelpDesk did, but in the last 6-8 months we've been using RepairShopr, they've added sooo many new features vs. the very slow rollout of features and updates that mHelpDesk performed.
If you have employees in the field more, it might be a better fit - there are some great options that mHelpDesk has added and they have a very functional mobile application as well.

Joseph Bettencourt

Owner in Information Technology at Portland Computerworks (Computer & Network Security, 1-10 employees)

Vetted Review