Opiniones de mHelpDesk

Could be great if they tried

Comentarios: 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.

Field Service Software for any Business to Stay Organized

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

mHelp can be helpful to your projects

Comentarios: 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.

Puntos a favor:

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.

Contras:

mHelp time keeping was not compatible with our needs and did not sinq well with our accounting software

Great Customer Support

Comentarios: 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.

Puntos a favor:

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

Contras:

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.

MHelp Desk is Pretty Good

Comentarios: Our business services print finishing equipment so I would say this is a pretty good application to use.

Puntos a favor:

User friendly, easy to use. And also has a timekeeper with GPS included for service technicians which is a plus.

Contras:

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.

Functional and reliable product with ZERO updates

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Update to previous review after 3 years

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Worst CRM Of All Time

Comentarios: 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.

Puntos a favor:

MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place.

Contras:

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!

mHelpDesk

Comentarios: 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.

Puntos a favor:

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

Contras:

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.

For the small business owner, this is a MUST

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Definitely recommend if you have trouble with anything.

Comentarios: Im getting help if I need with logging or the page is glitchy and I can't refresh etc overall it helps out alot.

Puntos a favor:

I love that I can click on the tab and I will be talking with the chat bot but if I can get the answers I need I ask for a representative and we talk about an issue it doesn't take long at all.

Contras:

I hate that sometimes when you click on the tab help or it will say support you always answer to a bot but I would rather answer to a real person instead not a bot.

mHelpDesk/HomeAdvisor

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

What a Nightmare

Comentarios: 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.

Puntos a favor:

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

Contras:

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.

The best software can be customised

Comentarios: Its great with its feature being able to customize,
due to time difference, sometimes hard to get support online.

Puntos a favor:

1). can be customized easily 2). power keyword quick search feature

Contras:

1). can't bring up all jobs and statement at once, have to go through year by year to bring up tickets/job statement. 2). Also, when go to one billing customer, to bring up invoice list, the customer's PO# is not there, but invoice# which is automatically generated by Mhelpdesk and it doesnt match with customer's reference#. if we can put cutsomer's PO# in invoice# instead would be a great help 3). due to time difference, sometimes hard to get support online. and maintenance scheduled is in conflict with our business hours which is New Zealand time 8-5pm Mon-Friday

Schedules/tracking/invoices/estimates

Comentarios: The customer service team is always ready to help! I have searched and it is my belief for the money - you won't do better than mHelpDesk. It has taken our business to a new level.

Puntos a favor:

This software has enabled me to eliminate one office person. The techs in the field use the app to complete estimates or invoices and then the program integrates with QuickBooks. This has eliminated paper tickets. I like that we can add pictures to a work order as this can be a vital tool for a job. The techs can also input data if they are out of range with their mobiles, this is not an option with other similar software/apps. Additionally, almost all of our invoices are emailed to the customer and that means that I get paid faster!

Contras:

The program - for the cost - is about the best you are going to find. It does have a few issues I would like to see resolved. If a customer clicks approval on an estimate it doesn't trigger a notification and I think it should. I am also paying another company to garner, share and post reviews. I think that mHelpDesk can do this. They have all the customer info - it should be a matter of checking a box. The customer service at mHelpDesk is wonderful. They have always tried to assist me with any questions or to resolve any issues.

Looks good, doesn't work- waste of time and money

Comentarios: 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.

Puntos a favor:

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

Contras:

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 .

have used for 4 years now

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Best option we found for a Professional Services Automation (PSA) platform.

Comentarios: It does the job we need it to do: a Help Desk for internal and external use and Service management.

Puntos a favor:

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.

Contras:

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.

mHelpDesk changed my life

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

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

Comentarios: 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

Puntos a favor:

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

Contras:

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.

How does mHD hlep me

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

Puntos a favor:

The ability to see all of the customer data.

Contras:

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.

Insightful Features & Stellar Customer Service

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

Puntos a favor:

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.

Contras:

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.

Its great software

Comentarios: 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.

Puntos a favor:

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

Contras:

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.

Needs Better Reporting in addition to other things

Comentarios: 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.

Terrible Customer Service

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.