TrustRadius Insights for Mhelpdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Intuitive and User-Friendly Interface: Many users have praised mHelpDesk for its intuitive and user-friendly interface. They have consistently found it easy to navigate, making tasks simple to accomplish. The positive feedback from these users indicates that the software provides a seamless experience for a wide range of users.
Customizable Categories and Custom Reporting Options: Users highly value the customizable categories and custom reporting options offered by mHelpDesk. These features allow them to personalize their organization and analysis of data, resulting in more efficient workflows. The number of reviewers mentioning this pro demonstrates that it is a significant advantage of the software.
Automation Features and Integration with Other Platforms: The automation features of mHelpDesk, such as customer database management, work order tracking, lead generation, and integration with platforms like QuickBooks, Salesforce, and Zapier are widely appreciated by users. This praise highlights how these capabilities streamline business processes and improve overall efficiency.
<div>We use this tool for our field service jobs where it helps us in tracking job progress, creating orders and storing documents. This tool also helps us in scheduling and dispatching field representatives where we are able to assign the right employees for the right tasks. </div><div>This tool helps us avoid delays due to miscommunication with our field employees as it sends notifications direct to specific employee for them to offer their services. </div>
Pros
This tool allows seamless coordination with employees as it sends fast updates to employees with efficiency.
It is very easy to use as employees receives notifications direct on their phones.
It is highly automated- Has seamless workflow automation thus reduces time wastage.
It also has strong integration capabilities.
Cons
The mobile apps should be more advanced and stable to avoid delays.
Reporting should be more deeper to help us build custom reports.
There are needs to improve on integration with third party tools.
Likelihood to Recommend
<div>This tool is well suited in companies that deal with field tasks such as recreational services as it helps send notifications to field technicians for services needed by clients. This tool has been of great help for us in ensuring we serve our clients the best way we can. </div><div>It is also suitable for scheduling and dispatching through drag-and-drop scheduler. </div>
As a company, we use Mhelpdesk to better manage our customer account information and data reporting. We also use it as a seamless approach to scheduling and billing etc., which has overall worked phenomenally. As far as the program itself, it's used widely across the entire organization as it is fairly easy to use and provides the information needed even wirelessly which at times is extremely important. They also offer an array of support help including chat and phone help which comes in handy when needed. Personally, I also find it easy to train for use and new hires even for those who aren't exactly tech-savvy, which again is highly important, as they can still use the system effortlessly and independently.
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.
Likelihood to Recommend
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.
We have a maintenance subsidiary for which our 150+ managers can create work orders for our nearly 800 managed locations. mHelpDesk helps to maintain that database, keep the work order originators updated as projects progress or stall, and assists the dispatcher in managing the work load and placement of the techs throughout our metro area.
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.
Likelihood to Recommend
mHelpDesk would be well suited for work order management in a hotel, apartment, or condominium environment. We are using it in the condominium environment and in a managed-portfolio environment. While it works in both of the environments in which we use it, it is best suited for the one-off locations I first described versus the managed-portfolio environment.
We used mHelpDesk for nearly 3 years. It was a great starting point for us and we couldn't have done without it. The CRM feature set is great overall. We used it to keep track of our customers for in-shop and on-site computer repair/consulting related work. We used it for billing, scheduling, ticketing and job tracking.
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.
Likelihood to Recommend
I think for certain industries, mHelpDesk would be a great fit. But for computer repair/consulting, I simply don't recommend it. We switched to a competing product called RepairShopr and honestly, it does pretty much everything better. There are a few things that I liked the way mHelpDesk did, but in the last 6-8 months we've been using RepairShopr, they've added sooo many new features vs. the very slow rollout of features and updates that mHelpDesk performed.
If you have employees in the field more, it might be a better fit - there are some great options that mHelpDesk has added and they have a very functional mobile application as well.
Our entire organization uses it. Our biggest issue is that we user our outlook calandars for scheduling and the mhelpdesk calendar does not tie in with that, so we double enter. Mhelpdesk does integrate great with quickbooks though.
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.
Likelihood to Recommend
Does it integrate w/ my current accounting software? Utilize it to it's fullest.
