About mHelpDesk

mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting.

mHelpDesk has multiple features to support a field service-oriented business, including integration with both QuickBooks Online and QuickBooks Desktop for accounting. It also offers an offline mode, which allows technicians to continue using the mobile app in areas without internet or cell reception.

Since it’s entirely cloud-based, mHelpDesk is accessible on any mobile device with internet access. This allows field techs to access all the necessary information about a job right from their mobile device. mHelpDesk also provides visibi...


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Supported Operating System(s):

Web browser (OS agnostic)

790 Reviews of mHelpDesk

Average User Ratings

Overall

4.31 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(465)

465

4 stars

(196)

196

3 stars

(62)

62

2 stars

(22)

22

1 stars

(45)

45

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 790 results

February 2018

Mark from VIALARM Security and Fire

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2018

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

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.

Pros

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.

Cons

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".

Response from mHelpDesk

Replied February 2018

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

May 2019

Julie from Worldwide Energy, Inc.

Company Size: 2-10 employees

Industry: Construction

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Great Customer Support

Overall has been great! I went to another company and came back to MHelpDesk cause the other software just didn't work like MHelpDesk - I always get prompt and friendly service which make my job easier as I am always in a hurry.

Pros

It integrates very nicely with my Quickbooks - I also like that it keeps everything streamlined to make my job easier.

Cons

Wish there was an option to "CLOSE" the estimates so they just go away versus having to mark them inactive. Once I invoice the customer I have to mark the estimate inactive or "Sent" in the status field so I can keep it separate from the "active" or "approved" estimates - I used the estimates to keep track of my current jobs.

Reasons for Choosing mHelpDesk

Their program wouldn't track customer sales tax for each job. There were also a few features that couldnt compare to MHD.

Response from mHelpDesk

Replied June 2019

Julie, we're thrilled to hear mHelpDesk is working well for you and helping you manage your business. Thanks for the feedback and suggestion about the estimates - we will pass it along to our Product team. Thanks for being a customer!

July 2019

Luis from United Security Alliance Inc.

Company Size: 11-50 employees

Industry: Security and Investigations

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

2.0

July 2019

Update to previous review after 3 years

Another really pet peeve that I did not have enough space for under Cons: It's ridiculous right from the beginning and for years now, you can't hide or remove former users you deleted from the Staff List. Anyone you add will be there forever, cluttering up your view of the Staff list. It's things like this, while initially we were very much advocates for mHelpDesk and thought it had a lot of potential, our views have changed because it just seems stagnant. That, and given subscription prices have risen a lot more than when we started. We've been able to negotiate lower prices as a long time customer, but if we had to pay today's rates based on what we know now, we would look for something else. And it's ok enough for us to stay, but if they were to raise our rates to current, we'd strongly consider leaving.

Pros

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.

Cons

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.

Reasons for Choosing mHelpDesk

At the time it was the best price (not most expensive, not cheapest) for features balance we could find. They sales support was exceptionally accommodating and helpful.

Response from mHelpDesk

Replied July 2019

Luis, thanks for the review. We're continuing to make investments in the user experience so be on the lookout for new functionality this year and into the future. We're glad to hear that our Customer Support team has been helpful and that mHelpDesk has been useful for your business. Thanks for being a customer!

June 2020

Susan from Nettech Corp

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Customer support

5.0

Functionality

4.0

June 2020

Happy Using Mhelpdesk

Only the [SENSITIVE CONTENT HIDDEN] can answer to "Business Problems" and any added benefits

Pros

The product is very easy to use The report section is terrific, especially when looking for errors and omissions done by other users. When mistakes are identified, corrections are applied, without any major headaches There is no need to stuff envelopes, all correspondences are done direct from the program and if there was an internet error, the program would state the item was not sent

Cons

Searching for Job numbers related to specific clients are not as easy as searching for invoices related to clients

July 2019

Rita from Gateway Industrial Solutions

Company Size: 2-10 employees

Industry: Industrial Automation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2019

mHelpDesk

Always have a great experience when dealing with customer service. I have been helped in a very timely manner with any issues that would pop up.

Pros

I like that it is easy to use and was easy to setup. The flow of the customer account is good.

Cons

I do not like the reporting. It is not the easiest reports to pull and when you do, sometimes does not make sense. However, I have not used the reports enough to say they are unworkable.

Reasons for Choosing mHelpDesk

We used RazorSync for several months until we decided that mHelpDesk was a better fit for our business.

Response from mHelpDesk

Replied July 2019

Rita, thank you for sharing your comments. We're happy to hear that the product is working for your business and that the Customer Support team has been helpful. We'll pass your feedback about the reporting to the product and engineering teams. Thanks for being a customer!