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Mhelpdesk

Score7.4 out of 10

15 Reviews and Ratings

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What is Mhelpdesk?

Mhelpdesk is a field service software solution that manages field technicians, work orders, employee scheduling, and client billing. By combining and integrating multiple business management tools, Mhelpdesk provides a solution that eliminates double-data entry while giving business owners visibility over their field technicians in real-time.

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Reviews

What users are saying about Mhelpdesk.
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Mhelpdesk, the solution to your business needs!

Incentivized
Kenyata GarnerView profile
Customer Service specialist/Hotel Specialist in Customer Service at River Spirit Casino Resort (1001-5000 employees employees)

Pros

  • Scheduling services and appointments can be very stressful for any company especially one providing multiple services to the consumer, Mhelpdesk makes it very easy to do so and to also keep track of pertinent information dealing with customers.
  • Customer support provided when and if issues arrive, is always important. No matter how great a product is, there will be hiccups, having customer service in place to help assure that you wont be left to fend for yourself is amazing.
  • Reporting, reporting reporting, The reporting and data information for any company is highly necessary to run a smooth business, and in any field of business. With Mhelpdesk its provides a way for you to do so easily.

Cons

  • I spoke about reporting, perhaps they can make this system a little better by integrating new ways to report, perhaps even several options .
  • The mobile app sometimes lags which can cause a few issues, nothing too major however.
  • Although the customer support provided by Mhelpdesk is relatively great, there have been times when things go unsolved or not taken care of within the amount of time needed.

Return on Investment

  • It has overall been positive

Other Software Used

FCS Hospitality Operations Management

A Worthy Dispatch Management Tool!

Incentivized
Richard Maritt, CMCA, AMSView profile
Director of Training and Development in Corporate at Community Management Associates (201-500 employees employees)

Pros

  • mHelpDesk can be used to initiate work orders, track them, update them, and know when they have been completed without a log of phone calls or emails being necessary.
  • mHelpDesk allows administrators to see an overview of the workorders which have been placed or are in progress to analyze the efficiency of the operation.
  • mHelpDesk permits mobile updates, questions, comments, or completion notes to be entered and immediately seen by all involved parties (tech, dispatcher, tech supervisor, administrators, and originators of workorders).

Cons

  • mHelpDesk lacks in its expansion ability of multiple administrator types. We have executive level, midlevel, and department level administrators in addition to the tech, managers, etc. working directly with the system. It seems we are always about one admin level shy of what we need and are unable to create it.
  • mHelpDesk sometimes has difficulty with its mobile tracking either being accurate as seen by the administrators or in locking up the mobile devices of the techs. It is not a constant issue yet one which occurs often enough to be of note.
  • mHelpDesk doesn't track automatically so our mobile techs can shut that off. While that may be a disciplinary operational issue for us as well, we should be able to lock that setting "on" so our users are tracked which using the app.

Return on Investment

  • We are 6 months into it with a 50% rollout completed. We need more time to pass and full rollout to be completed before making a hard statement as to the ROI.
  • We have already seen greater efficiency in dispatching techs in regards to how many projects per day may be handled (we know of their downtime) and travel time mangement (by being able to map the locations and track them easier).
  • No negative impacts on ROI have yet to be seen nor are they projected.

mHelpDesk - still needs some help.

Incentivized
Joseph BettencourtView profile
Owner in Information Technology at Portland Computerworks (1-10 employees employees)

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.

Return on Investment

  • During the time we used it, I don't know how we ever went without it. We started tracking customers in QuickBooks, but mHelpDesk gave us great ticket tracking, item and inventory tracking that worked great for our business at the time.
  • Invoicing. They have a great integration with Stripe, and now their own billing platform (I have no experience using it - although they advertise it to be the cheapest in the industry which is incorrect if you have a $100 average transaction and you figure in their transaction fee - Square is still less). Automated invoices to customers and recurring invoices were great features that helped our business a lot.
  • Workflow. Being able to track tickets at a glance and see what's in the queue for work to be done made it very easy to keep customers updated and stay on top of our work.

Other Software Used

QuickBooks Online, ScreenConnect

Mhelpdesk streamlines our workorder and billing process, getting us paid quicker.

Jill Schweers
Office Manager in Information Technology at Computer Concepts of Iowa (1-10 employees employees)

Pros

  • The timer to track the technicians time is wonderful.
  • Integrates well with QuickBooks.
  • The mobile app is great.

Cons

  • More platforms for the mobile ap will be helpful.
  • Integrating w/ Outlook for calendar would be nice.

Return on Investment

  • Better tracking of time and improved speed in which invoices are generated and sent.

Usability

Great software for the service industry!!

Blair Brede
Owner/President in Corporate at Curb Appeal Painting (11-50 employees employees)

Pros

  • Mhelpdesk allows our sales staff to create estimates and invoices in the field without the connectivity headaches of Quickbooks online products.
  • It allows us to track the status of our projects from initial customer contact through completion.

Cons

  • Customized reports cannot be saved for future use.

Return on Investment

  • The ability to push estimates, invoices, and payments over to Quickbooks with the click of a button eliminates errors saves my office staff 5-10 hours each week.

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