# mHelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is mHelpDesk the right Field Service Management solution for you? Explore 823 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/77264/mHelpDesk/reviews --- mHelpDesk 4.3 (823) [View alternatives](https://www.capterra.com/p/77264/mHelpDesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of mHelpDesk Ease of use 4.3 Customer Service 4.4 ## Pros and Cons in Reviews MH Mohamed H engineerAirlines/Aviation, 201 - 500 employeesUsed the software for: More than 2 years. “Working with mHelpDesk is generally smooth and efficient, offering a user-friendly experience with powerful tools for managing field service tasks“ May 15, 2025 SG Shaq G Assistant managerRetail, 51 - 200 employeesUsed the software for: 1-2 years. “When I am struggling and I am trying to reach it for help it can be a delay sometimes and I am on a time crunch a lot so sometimes it reflects on me negatively“ August 2, 2024 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “Decent support, great with service but needs to expand its sales and reporting capabilities. If your business is service based, this is a great program for you“ January 2, 2025 BL Brian L Partner Operator EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “We are still waiting for a multi-authentication tool for office logins, so this is my least favorite point.“ March 27, 2025 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “MHelpdesk does a wonderful job managing technicians in the field, service calls and customer equipment. “ January 2, 2025 FW Frank W Vice PresidentConstruction, 51 - 200 employeesUsed the software for: More than 2 years. “Lead generation and sales reporting leaves a lot to be desired.“ January 2, 2025 BL Brian L Partner Operator EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “The ability to have clients log right into the portal and open tickets has been a huge plus!“ March 27, 2025 RH Rosie H IT SupportBusiness Supplies and Equipment, 2 - 10 employeesUsed the software for: Less than 6 months. “Software kept crashing a lot, didn’t really like how it all ran.“ March 6, 2025 ## Showing most helpful reviews Showing 1-25 of 823 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Stuart S. Design Used the software for: ### "Could be great if they tried" April 16, 2014 2.0 As a user, I can be their best critic, tester and advocate of their product, but the impression I get is that mhelpdesk do not particularly care, as long as they are getting their money. I have a raft of bugs and issues that I've been dealing with since November, which still are not fully resolved - I won't bore everyone with the details, but; one of the big ones is to do with timezones. If you live in the UK, or generally outside of USA, you're not in luck. The settings do not carry through correctly to email appointments sent to 'Technicians'. Hence an appointment always appears in the calendar 4 hours or so in advance of the time you actually requested. I actually cancelled my subscription this year, as I just was not getting anywhere with the support - I was writing long emails and getting nothing sorted. After I cancelled there was a sudden flurry of activity and they almost got the problem sorted out - they gave me a temporary workaround (so I re-subcribed). This issue is still not properly resolved. In addition, the app doesn't currently support an offline mode - hence it doesn't work if there isn't an internet connection, or if it temporarily loses the connection. The data looks like it's synchronised, but in fact it's lost. The files tab in the app, actually only supports images, which is a shame as the web version supports many other file types - which would be really useful to share with my guys on the road. It's a real shame, as overall the product has so much potential, the principle is very good. But, if only they would take more notice of the users that are using the product and actually get the small glitches sorted out, they might actually have a great product. Review Source Response from mHelpDesk October 22, 2014 Hey Stuart- First off I want to say that we genuinely appreciate your feedback. The only way we're going to get better is to hear your problems, internalize the issues, and get to work on making things better. We absolutely care about the product. Without an awesome product we would not be in business. We are investing millions of dollars into product, UI, UX, and development to make Mhelpdesk the best field service software in the world. We are working hard on getting the features released that you mentioned (time zones, offline mode, email appointments to technicians, etc.) We have over 12 senior software engineers working diligently to deliver the best product. New features are being prioritized and released as soon as they are ready. We won't release something until it's flawless and has passed our extensive QA requirements. I'm sure you can appreciate this. If you need any help you can always reach out to us at 888-558-6275 or email happy@mhelpdesk.com. If that doesn't work for some reason, you can contact me directly at ryan@mhelpdesk.com. Thanks for being a customer for over 2 years. We will do whatever it takes on our end to make things right. Ryan DB Darell B. Owner Information Technology and Services Used the software for: 2+ years ### "Field Service Software for any Business to Stay Organized" October 9, 2020 5.0 Overall I have had a really good experience, anytime I have ran into a problem which is not very often but my problems have been resolved in a professional and expediential matter that allowed my business to continue to operate. You can keep an open line of communication with your customers on work order status or any problems that arise during the work order. Pros You are able to automate your business to keep a customer database, schedule and track work orders. Billing is a breeze with in the email feature you send to your customers. They can pay directly with PayPal or Credit Card account. There is even a feature to generate leads to your business. You can customize your invoices and work orders to meet your business needs. Works on mobile Apps and integrates all your invoices to quick books. Cons When customers pay from your credit card account, you are only able to setup and activate one payment option at a time. It would be nice to have individual bank accounts set for different sections of your business model. Alternatives considered [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) Reason for choosing mHelpDesk I really liked the customer support when I called to get information about the functions and features of their software before making a choice. I felt more serviced as a customer by working with M Helpdesk Staff. Review Source CF Chinatu F. Computer Engineer Computer Hardware Used the software for: 6-12 months ### "My Dislike of mHelpDesk" February 10, 2025 2.0 Less stress when it comes to Digital Support Pros Interface is user friendly; site is usable Cons Poor Customer service, takes a lot of time to get feedback from support team Review Source JH Julie H. Controller Construction Used the software for: 2+ years ### "Great Customer Support" May 30, 2019 5.0 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. Alternatives considered [Verizon Connect](https://www.capterra.com/p/72551/Fleetmatics-Work/) Reason 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. Review Source Response from mHelpDesk June 3, 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! LR Laura R. General Manager Printing Used the software for: 2+ years ### "MHelp Desk is Pretty Good " July 6, 2021 5.0 Our business services print finishing equipment so I would say this is a pretty good application to use. Pros User friendly, easy to use. And also has a timekeeper with GPS included for service technicians which is a plus. Cons Inventory items added to customer invoices do not pull out of QBO inventory until the final sync when invoicing the customer. This can lead to incorrect inventory numbers until synced. Reason for choosing mHelpDesk We actually moved from mHelpDesk to Corrigo but will probably return to MHelpDesk. Corrigo is not user friendly. Review Source MH Miles H. Owner Construction Used the software for: 2+ years ### "Functional and reliable product with ZERO updates" September 18, 2020 3.0 It's been OK. We are still using it but we are actively looking for a replacement. Of course once you invest in a product it's painful to rip it off and go with another (despite being necessary). They know this and that might be part of why they are totally complacent. Pros I like the simplicity of it. It's very simple to use and it works as expected. If your goal is to schedule jobs, create quotes, schedule estimates, and push invoices over to quickbooks it works just fine. It also has a mobile app that is sufficient for basic functionality. Cons We've been using this product for over 2 years and they haven't made one single solitary update. Zero. Not one addition to the software. In other words, they appear to have absolutely no ambition whatsoever to make the system better. No doubt this is an organizational decision. If you're looking for a very basic product that works well for what it does, mhelpdesk is fine. If you're looking for a product that will grow with you then it absolutely is not. This product is going nowhere. They have absolutely no decent way to manage memberships. The system freezes up semi-frequently (although thankfully we've never had an extended downtime) The building of estimates is very basic and you have no way of building in multiple options within the same estimate. It's very plain jane. It always will be. There are manifold bugs and usually the bugs will last for months and months and sometime once they happen they never get resolved. For example: - I can no longer export a customer list from the software. I doubt they will resolve this despite the repeated tickets. - You can no longer drag and move items around on a quote when you're using google chrome. It only works if you're using Safari. The problem is virtually nothing in the product works with Safari so you have to login just to do that one task and then go back to Chrome for everthing else. - You have to click save more than once in certain workflows in order for the page to actually save. Reason for choosing mHelpDesk We were sold on the calendar/dispatch board. Switched from [Housecall Pro](https://www.capterra.com/p/140363/HouseCall-Pro/) HousecallPro's calendar/dispatch board was terrible. Review Source LD Leslie D. Office Manager Architecture & Planning Used the software for: 6-12 months ### "Worst CRM Of All Time" August 13, 2019 1.0 My experience with MHD has been a headache since day one. Many of the features promised do not work. They try to "trouble shoot" each issue when they arise, but can honestly say they have never actually fixed anything we've had an issue with in the last 10 months we've been using the product. I have not used anything slower since dial up internet. No one at the company can give us a straight answer as to when fixed will be implemented and everyone gives the run around to save themselves. My company speaks with them at least 3 days/wk. Pros MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place. Cons 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! Alternatives considered [Jobber](https://www.capterra.com/p/127994/Jobber/) Reason for choosing mHelpDesk Their "integrations" with Google Calendar and Quick Books which never actually worked and the ability to track inventory. Review Source Response from mHelpDesk August 14, 2019 Leslie, thank you for taking the time to leave this review. We're very sorry to hear of the challenges you had using mHelpDesk, and we'll be taking this feedback directly to our product and customer support team so we can work on doing better in the future. This isn't the experience we want our customers to have with our product. Thank you again for taking the time to let us know. RM Rita M. GM Industrial Automation Used the software for: 2+ years ### "mHelpDesk" July 17, 2019 4.0 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. Alternatives considered [RazorSync](https://www.capterra.com/p/130989/RazorSync/) Reason for choosing mHelpDesk We used RazorSync for several months until we decided that mHelpDesk was a better fit for our business. Review Source Response from mHelpDesk July 22, 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! SF Sylvette F. Office Manager Oil & Energy Used the software for: 2+ years ### "Poor Support - Poor Reporting" January 29, 2020 3.0 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. Pros Clean design, simple setup. This was our first step in taking the business from paper to a software with mobile capabilities. Cons 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 considered [ServiceTitan](https://www.capterra.com/p/150053/ServiceTitan/) Reason for choosing mHelpDesk Cost - with that said you get what you pay for. Review Source VR Verified Reviewer Professor of Biology Higher Education Used the software for: Less than 6 months ### "For the small business owner, this is a MUST" October 16, 2019 5.0 It was suggested we try Quickbooks as well, and we did not like how that program interface looked. Too many "bells and whistles" make a program more complicated to use and harder to teach to new users. Pros We used to rely solely on PayPal for our "small business needs" but their invoicing system was too complicated and confusing. MHelpdesk makes very eye-pleasing invoices and billing statements, and they are easy to manipulate and add/change information on. There are other nice perks of the program, but the invoicing and billing was our main reason for choosing it and switching from PayPal as a stand-alone. Cons The only issue I've come across is that the app is actually more functional and intuitive than the desktop version, but seeing as how most of our transactions are done on an iPhone, the app does suffice and fit our needs. Alternatives considered [QuickBooks Enterprise](https://www.capterra.com/p/174984/QuickBooks-Enterprise/) Reason for choosing mHelpDesk Easier to use, pleasing-looking interface, reliable app Switched from [PayPal Invoicing](https://www.capterra.com/p/179253/PayPal-Invoicing/) PayPal invoicing was too muddled and has a confusing way of showing invoices. Review Source Response from mHelpDesk October 17, 2019 We're happy to hear that you're having a good experience mHelpDesk's billing and invoicing! If you ever need any help or have any questions our team is here to help! www.mhelpdesk.com/support Thanks for being a customer! BB Brittany B. Sales Representative Consumer Services Used the software for: Less than 6 months ### "MHelpDesk is awesome! " May 6, 2025 5.0 Pros My help desk is easy to use and quick to learn how to use for new staff Cons I wasn't able to use it for very long as I switched to another location Review Source KO Karen O. customer service Alternative Medicine Used the software for: I used a free trial ### "Great customer service " January 27, 2025 5.0 Excellent, love it how quickly you can get an answer. Pros Assistance is always there for you. Just message and right on with a good reply Cons Not at the moment, for now I like every step and way of assistance. Review Source VR Verified Reviewer Junior Software Engineer Computer Software Used the software for: Less than 6 months ### "Streamlined daily tasks and schedule" June 3, 2024 4.0 Pros Some features can streamline your daily tasks like scheduling, routing and invoicing, which are particularly beneficial for field service businesses or IT services. It has a user-friendly interface and its scheduling capabilities are efficient enough to enhance our user's overall user experience. Cons Some areas of improvement can be the reporting (need more in-depth offering of analytics and insights), the import/export (we had errors leading to data loss during the process) and the pricing structure (lack of volume discounts). Review Source KW Ken W. Project Manager Telecommunications Used the software for: 2+ years ### "mHelp can be helpful to your projects" September 18, 2023 3.0 mHelp was a nice upgrade from sending hand written notes (or photos or notes) to determine what staff accomplished at our client's facilities on a daily basis. Pros mHelp allowed our techs to communicate with Office Staff regarding the status of the project they are working on. If a change order is necessary, they can input the necessary parts to ensure billing for those items. Cons mHelp time keeping was not compatible with our needs and did not sinq well with our accounting software Review Source TH Tim H. President Construction Used the software for: 1-2 years ### "Great if You Have to Make Invoices in the Field" January 14, 2019 4.0 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. Pros 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. Cons 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. Review Source Response from mHelpDesk January 15, 2019 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. ML Maurice L. Managing Director E-Learning Used the software for: 6-12 months ### "There Is A Requirement To Seep Up The System." February 10, 2022 5.0 When I decided to migrate to an online, cloud-based system that would help us manage our firm more efficiently, I looked at a number of options. I had a chance to speak with a couple of them. I wanted to deal with a smaller company that could provide excellent service and grow with us. MHelpdesk has made my life a lot easier. We run a home painting company, and having all of our information in one location has been quite beneficial. We are still in the process of transferring everything, but at our own pace. My advice to anyone considering this is to take the jump, sign up for the 30-day trial, and give it a shot. Take it for a minimum of three weeks to see how it works. You won't want to return to the never-ending spreadsheets. I understand that there are larger organizations in this field, but they will not treat you as well as these folks. Pros The customizability options for generating estimates and invoices are fantastic. The ability to build a price list simplifies invoicing in the field by allowing you to simply add a pre-worded/priced line item to the invoice. Collecting payments is equally simple, thanks to the possibility of emailing an invoice to a customer, who can then click a link and pay with a credit card. Cons The one thing we'd want to see modified is the ability to schedule a work order by selecting a project name. At the moment, you can only choose a site's parent name. Because not all parent names correspond to site names in our field, determining the correct parent and site name can be difficult at times. It would be helpful if you could add by site parent name or exact site location. Reason for choosing mHelpDesk why I can choose this I am already explain in my pros, cons & describe section. Review Source BT Beth T. Owner Consumer Services Used the software for: 1-2 years ### "Looks good, doesn't work- waste of time and money " January 22, 2018 1.0 I spent a year shopping for a program, speaking with sales and doing demos. This won out on every aspect. Unfortunately nothing was as it seemed. We spent a lot of time implementing in training, only to find out months later when we started using it regularly that it actually doesn't work. It's like a bad relationship that you can't break up with because you feel you invested too much time into it. However, like a bad relationship you can't let it ruin your life. I lost thousands of dollars, hours of unbillable labor, most recently a client and a very big job because we appear inept (from relying on MHelp). I'm breaking up and moving on. Probably filing reports with the AG and BBB. Pros There would be many pros if everything in this app actually worked. It looks good, but clearly it's just packaging. It's glitchy and you won't find out until after spending hours and hours of labor getting it set up Cons Client info is frequently deleted so I have to contact clients to get info they've already provided , tax areas changed and deleted so my invoices and estimates will suddenly be wrong and I have to contact clients to let them know their bill/ estimate is incorrect. Text notification of new jobs are blank so they are pointless. Employees cannot connect- with or without internet. "Offline" mode does not work as we can't see any stored info (it doesn't cache). Everything I was told this product does sounded great during the sales pitch, but in actuality none of it actually works . A year and thousands of dollars later, a program that was supposed to make my life easier is running my business into the ground . Review Source TC Tanya C. Office Manager Management Consulting Used the software for: 2+ years ### "have used for 4 years now" September 6, 2018 4.0 We were much happier with the original version and while we continue to use the software, I still and looking for a new option to try. Pros It is fairly easy to use. We mainly use it to create invoices and work orders that we print and send to customers. The customization of forms was great when they helped us initially set it up. Cons We acutally loved this product when we first started using it. We used it on a desktop in the office. We were on the original version until they kicked us off and told us it was not longer available. The do not truly think of the people who have to use it on a desktop at all. The font is so light that I literally get a headache each day trying to read it on my 20inch monitor. I have already enlarged the magnification and then when I try to create new customers or other things, you cannot see the save button on the enlarged screen. We have tried to tell them this, but to no avail. Why would you not think there are people working in offices on desktops and laptops still??? Since they have Home Advisor, Mhelp seems to be the step child and they no longer allow you to make suggestions. I guess they do not care anymore what their customers think. Review Source LC Luis C. VP-Tech Security and Investigations Used the software for: 1-2 years ### "Best option we found for a Professional Services Automation (PSA) platform." July 11, 2017 4.0 It does the job we need it to do: a Help Desk for internal and external use and Service management. Pros For what it does and the price, it was the best deal we found after having looked at other a dozen alternatives. We hardly use half of what it advertises it can do, but all we needed was a Help Desk and Service Ticket platform for our use as a security systems integrator and MSP provider. Their salesperson was extremely patient and helpful, and hosted multiple webinars for stakeholders who could not all attend at the same time. It's still rough around the edges that we need to tweak, but it's 10 times better than trying to use our CRM to do service tickets like we had been doing. Cons The interface has that odd feeling, take-up-the-entire-screen-realestate look that supposedly a websites that have to be "Google search friendly" are forced to contend with. Reporting is weak. Some info on screen like service ticket numbers can't be selected with the mouse for copying and pasting, strangely, and not all information detailed areas are easy to get to. No Salesforce integration, but supposedly that is coming someday soon. Review Source CC Christopher C. Operations Manager Medical Devices Used the software for: 2+ years ### "Great Field Service CRM Foundation" June 24, 2019 4.0 Pros Mhelpdesk Field Service software greatly improved our business workflow by transforming our carbon copy work order system to a fully digital system that helped reduce our turn around time for billing. Recently, I was able to work with a mhelpdesk staff member during the development of the newly designed Equipment page where they were implementing the new features to track when equipment next service due dates are. This was a huge improvement for our business as we track mandatory inspection dates for our customers.. The customer support has always been A+ when it comes to address issues, or questions, especially with the instant chat function from the web app. Cons \- Mobile App: The mobile app is an area that could see improvement. Some of the workflow using the app when creating a new Service Request can be glitchy and difficult to input all the information. The list of service requests also does not always update correctly and this is something we are currently in the process of working with the support team on. - Inventory: The inventory management section is severely lacking and is not truly useable for our business workflow. With no ability to enter Purchase Orders/Vendor Information/RMA and tracking when inventory is received without manually adjusting the #'s on the price list, it becomes extremely vulnerable to missed information and inaccurate #'s leading us to use an alternative program to track inventory. This has been one of the hardest work around areas for our company as we are always constantly ordering replacement parts for equipment that we do not normally carry in stock. - Price List: Another area regarding the price list for our company is that our labor rates are negotiated individually causing us to have to create a line item on the price list for every single Customer Hourly Rate, Mileage Rate, and Travel Time rate so that our engineers are able to bill customers correctly. It would be much easier if when creating a customer, you were able to designate their hourly rates so that information would automatically apply when engineers are entering their labor times. Review Source NM Nick M. Owner Used the software for: ### "My first enterprise software - if I can call it that" February 5, 2013 4.0 I looked at a bunch of systems when I decided to move to an online, cloud-based system that would help us run our business more effectively. Spoke with a few of them. I wanted to work with a smaller business that would service us well, and that could grow with us as we grew. I have been very happy to have found MHelpdesk. We run a residential painting company, and have found it tremendously helpful to put all of our information in one place. We are still in the process of moving everything over, but that has been at our own pace. My suggestion to anyone thinking about this to take plunge, take the 30 day trial, but to actually try it. See what it is like to use it for at least 3 weeks. You will not want to go back to the endless spreadsheets. I know their are bigger companies out there in this space, but they will not treat you like these guys. Pros Easy to use. Can I just say that our office manager has a little trouble with technology, but she has taken right to this, and loves it. Access. I can access my info anywhere. This weekend I was in the mountain and hopped on my iPad and was able to pull down some needed information. Affordable. At first I didn't like the thought that I was going to pay for each one of our guys that we needed to track, but it really isn't bad, in fact, I feel like it is a great value. Customer service. We have had several one-on-one training sessions with Ryan, and he has been great. Very patient, and always accessible. They are even willing to add functionality as we suggest things. These guys really do want to make a great product. They have a ton of different individual users, and keep striving to add functionality to make the software more user friendly and better. Love that. Cons Hmmm...I am waiting for it to be comparable with QuickBooks online, but I know they are working on it. That's all I've got. Review Source TS Tim S. Used the software for: ### "Mhelpdesk has improved our business in a number of ways" March 18, 2015 5.0 Our business had grown to the point where the typical administrative tasks such as work order management and invoicing were becoming cumbersome. Concerns regarding slowing turn around times on invoice creation and the potential for lost or incomplete work orders drove us to begin reviewing electronic based work order management solutions. Early on we reviewed building something custom (time intensive), running something in-house (just one more thing to manage) or finding a web based service such as mHelpdesk. Many of the competitor solutions were comprehensive and included many desired features however most seemed overly complex (requiring a longer learning curve) or were priced to be more expensive. We learned about mHelpdesk through a web search and several listings on software comparison websites. From day one we found mHelpdesk a pleasure. Our sales rep was extremely helpful and patient with us as we evaluated the software and asked MANY technical questions. After signing up we coordinated with several additional mHelpdesk staff as we integrated our QuickBooks accounting into the system and imported in our necessary data. To date we have found mHelpdesk Technical Support to be responsive, typically responding to our emails during the same day, and have always been polite regardless of whether we call in or e-mail our support topic. The mHelpdesk system also allowed us to easily customize many features in the system such as: \* Custom work order status categories (ex Closed - Ready To Invoice) \* Custom user groups for assigning work orders to more than one person \* Custom work order forms for specific tasks such as maintenance or virus cleanup \* Custom "Steps to Fix" field for recording just the solution \* Custom very detailed equipment forms In short order we were able to expand the work order system to our sales staff as well. This not only allows sales to monitor the status of a work order but also allows our support staff to assign a work order back to sales when there are additional upsell opportunities. Lastly, we appreciate how mHelpdesk provides their customers with an easy way to request new features and to check on the popularity and status of those new feature requests. We look forward to continuing to use mHelpdesk in our business and are excited to see how they will enhance the product with new features in the future. Review Source JR Josh R. Director of business operations Used the software for: Less than 6 months ### "MhelpDesk talks a big game but fails to back it up" June 25, 2017 1.0 A headache Pros Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast Cons Fails in every aspect of execution, from set up to customer satisfaction. MhelpDesk was built on empty promises. Ill summarize my experience in a very brief manner to save everyone time. Signed up with MhelpDesk and paid a premium for the premium set-up team to assist in customizing our workflow. Was promised it would be no longer than two weeks but we would strive for 1 week set up time. 1 month later, we are no where. No familiarity with the software. Set up rep, talks too much doesn't listen. 2nd month, new service rep. Great guy, listens very well. Initially make great progress. However we ran into many issues which were supposed to be resolved, some issues would take 4-5 reminders to actually fix. He would say the issue is fixed and it was not, so they must conduct no testing at all. 3rd month. Out of pure frustration we set up 8 hours for our own employees to run through the software and try to figure out our own set up. which we did. Everything is customized to our specs and we completed the set up process from 50 to 100% on our own. 4th month: Customers not receiving email notifications, Customer service has been contacted 4-5 times and offers no solutions, they cannot find the problem so they dismiss it. This has been one one of the worst businesses we've ever dealt with. A huge waste of time and money. They will tell you everything you want to hear with a great attitude but when something goes wrong, and it will. You are on your own. Good luck Review Source MS Michael S. Vice President Used the software for: 6-12 months ### "mHelpDesk a solid tool for MSPs" February 17, 2017 4.0 mHelpDesk has been a welcomed addition to our operations. In vetting the product it was challenging getting accurate information about how we wished to use the tool. We integrate it with QB and use QB Advanced Inventory for our inventory mgmt. It has been challenging getting the functionality we desire from the inventory module through the mHD UI. Since rolling it out, the core functionality is working well. The enhancements specific to our operations have been less successful. The fact that the mHD team is constantly gathering feedback and augmenting functionality makes me more confident that we will eventually be able to use it as we intended to use it from the onset. The forthcoming API is a big part of this. Pros Easy association of work orders with easy to produce estimates & invoicing. Customizations are easily achievable via a user facing settings interface which is quite intuitive. Support has been very responsive to our requests. We may not always get the answers we wish we would get but support is quite robust. mHD is always gathering info from the users and adding functionality. We are greatly anticipating the API. Cons No API. the user defined fields are just free text fields. You must export a CSV to use the data. It would be much more helpful if when I enter the mileage from the field techs I could then run a mileage report. The customized report interface is lacking. You cannot query the DB directly. Review Source CO Chad O. Management Consulting Used the software for: ### "Good shell, but buggy with little support" April 26, 2014 3.0 Pros The product is a great concept, and when we first started, it was good. The form is very intuitive, easy to change, like the workflow system. The ability to assign things is great, and I really like the logs/notes. However, I would recommend splitting logs and notes with a log that tracks every change to the form and notes that are simply notes. I like how a message field pops up automatically whenever you change the status; that is great. I like the "Add New Agent" feature that populates everything for you, although only 1/2 of it works; the part that works does so very well with all the work orders that client has entered. Cons The issues are with the lack of support. We have at least a half dozen problems that we've notified them about that just don't get resolved. The typical response we hear is we can not recreate it, so we can't help, even though we deal with it daily. For example, we have had to create a basic form just so people on Macs can submit an order on a different form, and then we take that form and enter it into MHelpdesk, because if they do it directly from an Apple, it won't work. They seem to update the software CONSTANTLY, and every update makes it worse. The new app for the tablets is worse than the old app. I cannot run reports for custom fields. If I type a message and hit send, it changes the status to open instead of whatever I had assigned it to; that's a huge problem. At least once a week, the site is completely down and we get the "oops" error. Our clients get the "oops" error a ton, and it makes us look incompetent. The "Subject" line cannot be removed from online form. Service location cannot be added to the online forms. We've been able to do a major workaround, but if those two options were available, life would be a lot easier. Review Source Similar Products Featured