mHelpDesk
Work order, scheduling, and invoicing for field service teams
ProPay integrates with mHelpDesk, a field service management platform. mHelpDesk is field service software for work order management, scheduling, and invoicing, part of the Xplor family of trade software alongside FieldEdge. ProPay's triage decides what reaches it, then reads job status back to drive automated updates.
mHelpDesk is field service software for work order management, scheduling, and invoicing, part of the Xplor family of trade software alongside FieldEdge. ProPay sits in front of mHelpDesk and decides what actually needs to reach it, a work order only gets created after triage has already ruled out a no-truck-roll resolution.
What ProPay does with mHelpDesk
ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before mHelpDesk is involved at all. Where a truck roll is warranted, ProPay passes mHelpDesk an enriched job: a predicted job code and the parts the technician is likely to need.
Before mHelpDesk ever sees a work order, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches mHelpDesk at all: 7.9 percent of submitted claims are resolved without a truck roll.
As the job moves through mHelpDesk, work orders, schedules, and invoices, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.
How the mHelpDesk connection works
mHelpDesk supports API access for work order data, which is what ProPay reads and writes against.
Where mHelpDesk doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against mHelpDesk independently of one another.
What stays in mHelpDesk
Work order management and invoicing stay inside mHelpDesk.
What changes is how much of a dispatcher’s day is spent on jobs that never needed a technician. ProPay resolves those before mHelpDesk sees them, so the jobs that do reach mHelpDesk are the ones that actually warranted a truck roll.
Data handling and security
The connection to mHelpDesk runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches mHelpDesk.
Deploying the integration
A dedicated Forward Deployed Engineer builds and maintains the mHelpDesk connection alongside your team, mapping job codes and dispatch fields to how mHelpDesk is configured for your operation.
Frequently asked questions about ProPay and mHelpDesk
Does ProPay replace mHelpDesk?
No. mHelpDesk keeps handling scheduling and dispatch execution; ProPay decides upstream what should reach it and enriches the job before it does.
How does ProPay connect to mHelpDesk?
mHelpDesk supports API access for work order data, which is what ProPay reads and writes against. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Does ProPay reduce truck rolls sent to mHelpDesk?
Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach mHelpDesk in the first place.
