mHelpDeskReviews of mhelpdesk.com

This is what you get when dealing with millennials! Our program has never worked right and I have wasted countless hours on the phone with them. It's super slow, even the guy who tried to help me from their service dept said it was slow! He was supposed to get back to me never did. It freezes up constantly. It doesn't save information even after I save it and wait and save it and wait. It shows the green save bar, I close it then the information is gone! My favorite is when I close it and it doesn't close, over and over. totally unpredictable and you can't trust it!! If it was as fasts me I could get so much more done instead of constantly re-doing my work to get it in there. I wish my boss would dump it. I have been using this program since Jan 2019.

I have been using mhelpdesk for almost 2 years, i think. I have to say that the potential of this platform almost seems limitless. It is so customizable. Also the chat feature is amazing. You can literally chat in from your login and talk to someone who can help you pretty quickly. However, over the time I have used them there have a lot of glitches. My technicians in the field often have trouble with the app going offline and loading the appointments I schedule for them properly. We also have had a lot of glitches with recurring jobs and recurring invoices. The most frustrating thing about these glitches is they never really solve the problem they just end up giving you a work around that bypasses the glitch. For example we use recurring invoices, saves hours of time. All of a sudden one day we wouldn't be able to open the new generated invoice to send it to the customer. This happened on almost 2 dozen accounts at the same time. Their solution was to go back to the original invoice, delete it and setup a new recurring invoice for the customer. That doesn't fix the problem that only causes more work for me. Also when we delete the original invoice it erases all the invoices that have been generated and sent out to customers since the original invoice was created. So that is an example of their tech department. There is no direct line to the tech department so any serious glitches that cannot be solved by chatting in you have to send an email or submit a ticket. But we submitted 5 tickets on this invoice issue before someone even gave us a workaround and that was after I called them and made some noise. All in all I think this company is new but really growing. In my opinion their biggest hurtle has been effective coding, glitches and genuine resolutions for those glitches.

Customer service responds quickly and they are very pleasant. Beyond that there are issues. Useful features that do work are changed or eliminated with out any notice so things will just randomly stop working as they had been. Super frustrating! That prompts you to take time to reach out which garners the usual response of "we made changes, so sorry". I've been offering up feed back for a year on this product. I never receive any feedback other than a canned email. Things that we would like to see work better are ignored. It's been an awful experience thus far prompting us to research a new CRM. The system is basic and leaves me doing much of my job manually via spreadsheets etc.