What users are saying about
8 Ratings
9 Ratings
8 Ratings
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Score 6.9 out of 100
9 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

Mhelpdesk

Mhelpdesk is perfect for smaller companies and mid-sized companies I would say. Larger companies may need something a little more advanced for lack of better words or able to handle thousands upon thousands of constant work orders, etc. Smaller companies or companies that are mid-size would benefit from this program the most as it provides the necessary programming to succeed along with its ease of use.
Kenyata Garner | TrustRadius Reviewer

ServiceMax

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
Hans Hong | TrustRadius Reviewer

Pros

Mhelpdesk

  • The timer to track the technicians time is wonderful.
  • Integrates well with QuickBooks.
  • The mobile app is great.
Jill Schweers | TrustRadius Reviewer

ServiceMax

  • As it's built on Salesforce, the reporting tools are fairly robust
  • The service flow managers can be setup to easily lead technicians to entering data in the right place
Anonymous | TrustRadius Reviewer

Cons

Mhelpdesk

  • 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.
Richard Maritt, CMCA, AMS | TrustRadius Reviewer

ServiceMax

  • Dispatch console seems slow and the data is more of a pull than a push into the database.
  • It seems to be a Ferrari and takes a lot of labor hours to configure.
  • Still does not integrate with Apple's products very well.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Mhelpdesk

Mhelpdesk 9.0
Based on 2 answers
The staff at Mhelpdesk have been incredible. They are consistently adding new features and are willing to work with us to meet our company's needs
Blair Brede | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Usability

Mhelpdesk

Mhelpdesk 8.0
Based on 1 answer
It works well for most of what we need. It integrates well w/ quickbooks. We would like to see it integrate w/ outlook.
Jill Schweers | TrustRadius Reviewer

ServiceMax

No score
No answers yet
No answers on this topic

Support Rating

Mhelpdesk

No score
No answers yet
No answers on this topic

ServiceMax

ServiceMax 8.0
Based on 1 answer
Engaged account management. Support is based worldwide but handoffs have not been too painful.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Mhelpdesk

When we first started using Mhelpdesk, RepairShopr was just a blip on our radar and didn't have the feature-set that Mhelpdesk did. RepairShopr looked great, but the Mhelpdesk had a lot more features. Every 6 months or so, I'd check on RepairShopr and it was growing fast and adding new features all the time. After a few years - the difference was night and day so we switched to RepairShopr and it's been a much better fit for our business.
Joseph Bettencourt | TrustRadius Reviewer

ServiceMax

ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.
Hans Hong | TrustRadius Reviewer

Return on Investment

Mhelpdesk

  • It has overall been positive
Kenyata Garner | TrustRadius Reviewer

ServiceMax

  • ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
  • Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
  • Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.
Anonymous | TrustRadius Reviewer

Pricing Details

Mhelpdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceMax

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

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