What is mHelpDesk? It’s an app that helps service professionals simplify the way they keep track of jobs, scheduling, invoicing, billing, and customers. Do you have default settings for my business type? None specific for it but you can start with Beginner Setup. You can customize it after you pre-load the setting that most closely matches what you need. What’s the best package to get for my business? It depends on your business needs. You can check the packages available here to help you make the decision. Can I upgrade my trial account? Yes, you can upgrade your trial account anytime to any of the packages we have. See the packages here. What is my login? Your login is the email address you provided during sign up. Is the system capable of tracking orders for customers? Yes. Simply give your customer a login when you create their account and they’ll be given login access. They can check the status of active items and also check the history of old items. Please check out the docs here. How can customers access the system and what can they do with this access? You can give your customer a login. Check out the procedure here. Once they have access, they can submit a service request online, check the status of their service request and view their service history. Can I integrate the system into my website, which is still under maintenance? You can integrate it once your site is available. The procedure is here. Can I add fields to the Contact Info? At the moment, the contact fields are not customizable. However, we do have plans to allow you to customize those fields in the same way you can customize the ticket form. This is a future enhancement but we don’t have a hard date yet on when it will be completed. Do you only offer a web-based system or do you have a desktop/network version? mHelpDesk is only offered as a web-based app. This allows us to make sure our clients always have the latest and greatest version, and it also frees our clients from having to manage their own system. It allows you to focus on your business and not your system. Do you have an adequate note taking system to avoid duplicating work? Yes. Logs track that info on your work order or ticket. We even timestamp and display who entered the note to make it easy. Is there a way to do weekly or monthly invoicing through your system? We are adding support for weekly and monthly invoicing. We are actually working on it now. Here is the discussion on the topic. In the meantime, you’ll have to invoice for each job. Do you have an easy time tracking system with start-stop interface, especially for mobile devices? Yes. We have a fully-functional timer that will help you track time spent on a job accurately. The tracked time can be converted to billable hours. Do you have serialized tracking? Yes. We have a feature called Service Item tracking that allows you to track equipment by serial numbers if you wish. The equipment profiles are customizable and you can view their service history. Is it possible to modify the billing & estimate forms? Yes. You can do this under Settings > Customize > Template. Select either Estimate or Invoice. How can I remove the General Tab and Info sections on the Estimate form? You can do this under Settings > Customize > Template > Estimate. How can I add a footer note on the Invoice? You can add a footer under Settings > Customize > Templates > Invoice. Can we add multiple Techs to a ticket/appointment? Yes. After you add the first appointment, just go to the ticket and add another Assigned To by selecting “Add to calendar”. How do I remove a user from my account? You can do this under Settings > Staff Management. How can I delete a customer? Open the customer’s page and tick the box, “Customer is inactive”. This will “soft delete” the customer record. Read here why we prefer a “soft delete” instead of permanent deletion. How can I, as an Admin, see all Service Request? I can only see the ones assigned to me. Go to the main ticket/job list, select ‘Show All’ from the third drop down list. Why is the Estimate ID grayed out on the form? It is just the style. You can change the color in the template. Go to Settings > Customize > Template > Estimate. How can I sort the view via Appointment? Appointment is actually the only field you cannot sort by. The reason is that each ticket can have multiple appointments or even multiple techs assigned to it. Is there are work order coding (opened, in process, completed, invoiced, etc.) in mHelpDesk? Yes. This is called the Work Order Status. You can customize this list based on your business’s workflow. Can I do a quick part number search when adding service items into work orders? Yes. You can do a part search. Can I search on any word in the Items list? We may add this in the future. For now, it is based on the name. Do you have a service contract management piece? You can assign each customer to a “Customer Type” or “Customer Terms”. You’ll also have room to add notes about each customer’s contract/notes. I use different tax info. How do I apply it in the forms? You can specify the tax info you use for your business. Go to Settings > Customize > Drop-down Lists > Sales Tax Items. Can I change the name of the form? You can change the name on the printed documents, but not on our app. It’s one of the few non custom labels. Is there a limit to the number of service items my technician can add? No. You can add as many as you need. Is there a way for my techs to update invoices and not just the work orders? There is a setting that disables the invoicing features of “staff” members. You need to turn this “on” if you want them to have the invoicing feature. Do you have Maintenance Contracts? This will be available soon. Is there a way I can add a captcha on the customer portal to minimize spam? We don’t have a captcha now but may add one in the future. Can I import service items? We don’t have a service item import now. The service item profiles are not standard enough to be able to import. Also note that service items are part of each customer record. Can I link Exchange/Outlook calendar with MHelpdesk? mHelpDesk only integrates with Google Calendar. There is a way to get Google Calendar and Outlook to sync, so that would be a work around if you are willing to use Google Calendar. Am I able to capture signature with your software if I am using a Win7 tablet? You can try accessing our mobile web-app here. Otherwise, our apps are targeted at iOS and Android. Is Bulk Import feature available? No. We don’t have a bulk import tool. Is it ok to remove the tax field from Invoices? No. Can the Customer labor rate and parts markup be predefined under Customer Account settings? Parts and rates are not defined under customer. Rather, it is defined under your account. You can build your list under Settings > Drop Down Lists > Products and Services. Can I attach PDF of service and parts manuals into Customer Accounts? Documents, such as PDF, are attached to the Service Tickets and not on the Customer Account. Is there a job costing tab (i.e. cost of labor + cost of parts + cost of fuel)? Yes, as part of your invoices. How can I automatically add the tech name on the Invoice? The tech is assigned to a ticket and not on the Invoice. However, you can print the name of the tech on the Invoice using our special tags on the templates. Go to Settings > Customize > Templates. What widget do you use for the integration between mHelpDesk and Quickbooks? Quickbooks Web Connector. You can download and install this by going to Settings > Quickbooks Import. Do you support Quickbook’s “Other” custom fields? We don’t support these “other” fields from QB. Our custom field structure is a little different so they won’t match up when you import your QB data. Can mHelpDesk interface with Quickbook Online Edition? At the moment, we only interface with the Desktop versions of QB. We’ll be adding QBOE in the future. Will we lose any of our current data when we update information in Quickbooks and get them to mHelpDesk? No. Just do another import and your customer records will be overwritten with the new QB data. Where will my inventory be managed from if it syncs back and forth between mHelpDesk and Quickbooks? Your inventory items list will be imported from QB into mHelpDesk. This will make all your inventory items available when building estimates and invoices. QB will still manage your inventory levels. Once you export an invoice from mHelpDesk to QB your inventory totals in QB will be adjusted. How does a work order going into QB affect the QB invoice numbers? You will set the Invoice starting number to match QB. Then mHelpDesk will push the next sequential invoice number to QB. How does Email-to-Ticket works? I couldn’t edit my customer portal. You will need .Net for Email-to-Ticket to work. It only runs on Windows. It basically scans your inbox and converts email to tickets. Please note that we have stopped supporting this tool. We’ll be re-introducing a simplified way to handle this in the future. Do you integrate with Freshbook? We recommend trying out our invoicing first to see if you still need FB integration. As of right now, we integrate with both Quickbooks, Authorize.Net and PayPal. Go to Settings > Payment Processing to set it up.