M Help Desk

[pcdrpros]

Does anyone use M Help Desk for shop management and if so what do you like or not like about it? i am in the free trial period and I am trying to make sure it does the job I need. Thanks in advance for your input

 

[callthatgirl]

I did the trial last fall, along with a few others and I chose to use Mhelpdesk for a few reasons. My main reason is that I LOVE their support. Vincent is awesome and quick on getting me the answers I need quickly. As a growing business, I have found I do need things NOW. lol.

I also have the team set up with their accounts, so we can update/transfer quickly with our remote tools and the database is really nice on the back end for exporting to my constant contact or quickbooks.

They have been also doing nice updates and the Outlook calendar will be awesome once it's implemented. +1 for Mhelpdesk.

 

[pcdrpros]

Thanks for the input! i like it so far. i wish it had a better way to do reports besides export to Quickbooks but other than that I love it

 

[itwaskaisersoze]

I did the trial last fall, along with a few others and I chose to use Mhelpdesk for a few reasons. My main reason is that I LOVE their support. Vincent is awesome and quick on getting me the answers I need quickly. As a growing business, I have found I do need things NOW. lol.

I also have the team set up with their accounts, so we can update/transfer quickly with our remote tools and the database is really nice on the back end for exporting to my constant contact or quickbooks.

They have been also doing nice updates and the Outlook calendar will be awesome once it's implemented. +1 for Mhelpdesk.

I agree- +1 for MHelpdesk. Although I do not use it anymore (had to scale down expenses), Vincent is perhaps the BEST support rep I have come across. They are constantly making the application better.

 

[brucek]

I also use mhelpdesk, it is great very customizable and support is friendly and fast. Pricing is not bad and the Quickbooks import function works great moved all our customers over with no problems.
Vincent is very knowledgeable and and friendly doesn't treat you like a number and makes sure you are satisfied.
Plus with the free trial how you can you go wrong.

Take Care,

 

[keeperofthecode]

I've been using mHelpDesk for over 6 months for one my businesses and it has its ups and downs. I have experienced lots of glitches but Vincent has always been quick to fix them. When everything is working properly it is a pretty nice. Unfortunately I have about zero tolerance for glitches. Here are a few things I can point out.

I've used it and commit and it is about ten times easier than commit which is a big plus because commit is a bear to get running right.

You cannot beat the portability. It is very nice to be able to whip out a nice printed receipt onsite.

Support is top notch. I cannot think of a single service or dealer that I work with that is even close to mhelpdesk. Fast support and always wanting to help instead of just wanting to get you off the phone.

Mhelpdesk's biggest downfall to me is there are hardly any global settings. For example in Texas everything computer related is Taxable, even labor. Instead of being able to set a global setting that all new customers are taxable, non-tax is the default. Problem with this is it never fails that somenody forgets to set a new customer up as taxable. Then when the bookkeeper catches it, guess who gets to eat the tax. I'm not saying nontax should be the default, I'm saying there should be a global setting where you can establish what is the default. This goes for many things inside of mhelpdesk, tax is just the one that bugs me the most.

Reports inside mhelpdesk need alot of work. If it is not a sales or labor report it pretty much isn't available. There is a custom report feature but it doesn't work well at all.

 

[RichmondTech]

So if we take Vincent's support out of the equation, what else do people like about the package? I too was looking at MHelpdesk as an option to manage a shop and onsite techs, but won't commit just because someone provided support quickly. What got me interested was the mobile apps. Do the mobile apps work nice (ie: easily pull up a client's info to call or route to location for an appointment)?

 

[callthatgirl]

Good question.

Outside of Vincent, here is our full list of stuff we are doing with it and what we plan on doing.

Client data, day to day tickets, marketing reports, inputting to QB for financials, managing prepay clients, Google calendar synching for scheduling remote and home/business visits, invoicing, view tech tickets for just about anything,

Easy to use, configure and understand

What we are doing soon:
Monthly pay clients
apps for smartphones for on the road techs/special account techs

Other than that, I am sure that I have more coming up. I have been slow to integrate it 100%, kinda nervous of getting off my old Excel spreadsheet and my techs are sick to death of it. We are in a 2 week ween off period and then we are 100% into it.

 

[HubCityPC]

I have three days left in my trial and overall I'm liking mHelpdesk. Integration with QB was something I had to have. Vincent has been pretty good with requests and support.

The interface is pretty smooth and can be tailored as needed. You are able to embed a request form and/or a customer portal to your website in the form of an iFrame. This allows tickets to be automatically generated and also allows clients to log in to see the status of their repair. This helps to cut down on phone calls with clients asking, "hey, is it done yet?"

The iPhone app is web based but it's my understanding that they are developing a stand alone app. For the most part, in it's current state, it's fairly limited but it does allow you to see your jobs, change their status/priority, view customer info and notes. There is no map integration which is a real drawback. Also, it does not list all of your customers in a scrolling type list. You have to perform a search which is sorta inconvenient. In mHelpdesk's defense, they are requesting feedback on the mobile app and they seem to be trying to improve it.

 

[pcdrpros]

So far I am liking it. Sometimes it takes forever to load a workorder or look up a client. i really wish they would come out with the Dymo label asset integration! Other than those 2 things it rocks!!!

 

[callthatgirl]

We don't have a speed issue, you may want to ask Vincent about that.

He seriously is very cool and fast with support. And if you want to talk to him, he calls! FTW.

edited to add: Today I emailed them about creating a custom ticket for 3 of our common services to save us time from filling in the information, he replied back already and is working on it. Should have done this months ago...doh!

 

[keeperofthecode]

We have also had issues with speed as our DB gets larger. When we do we call vincent and he wiggles his nose and it's fixed but it still gets annoying having to call.

 

[jft135]

So far my experience has been great. Every feature suggestion that I have sent in so far has been added. Great response from support. There are still a few bugs here and there, but they get fixed quickly and I have the opportunity to influence feature development in my favor. Not to mention that it is way cheaper and easier to set up than a bigger solution like Commit. We all know how much fun it is to have to maintain our own equipment, software, whatever on top of everyone else's, and I'm just not ready for something that I will have to manage myself.

 

[MobileTechie]

Anyone know if mHelpdesk can sync contacts with google or outlook or other? I hate entering such information twice and need clients' phone numbers etc on my smartphone on the road.

 

[HubCityPC]

Anyone know if mHelpdesk can sync contacts with google or outlook or other? I hate entering such information twice and need clients' phone numbers etc on my smartphone on the road.

No there is no way to automatically sync this information in mHelpdesk. However, I made a request a while back to add the ability to d/l a vCard containing the customer's info and they implemented that feature about a month ago! I d/l the vCard to Outlook and then it's synced up to my Google Apps account automatically which is pushed to my phone. It's not totally automated but it only takes a few clicks.

They did introduce Calendar syncing with Google Calendar a while back.

 

[MobileTechie]

No there is no way to automatically sync this information in mHelpdesk. However, I made a request a while back to add the ability to d/l a vCard containing the customer's info and they implemented that feature about a month ago! I d/l the vCard to Outlook and then it's synced up to my Google Apps account automatically which is pushed to my phone. It's not totally automated but it only takes a few clicks.

They did introduce Calendar syncing with Google Calendar a while back.

i think I saw your request in their forum. How do you do that vcard thing? I don't see the option available?

 

[HubCityPC]

i think I saw your request in their forum. How do you do that vcard thing? I don't see the option available?

At the bottom of the contact's info page, below the "update" button, there is a "get vCard" button. Click that and you will prompted to d/l or open. Choose open and it will import into Outlook. You are able to edit before finally saving into Outlook.

 

[MobileTechie]

At the bottom of the contact's info page, below the "update" button, there is a "get vCard" button. Click that and you will prompted to d/l or open. Choose open and it will import into Outlook. You are able to edit before finally saving into Outlook.

Ah yes I see it now. Thanks a lot.

That's quite nice. I think they do need to add proper synch to google at least so that it's two way but that would be enough for the time being I think.

 

[callthatgirl]

I export out the client list and import into my LinkedIn and then my email marketing. Then, I turn around and ask them for a recommendation on LinkedIn.

Our closing ticket response has them email us if there are any pending issues and a link to our survey in surveymonkey.

It's a nice feature, I'm putting Vincent through the ringer right now though, my list of needs is huge. Never loved a guy so much.