- drkirkwilsonAsked on October 26, 2017 at 10:38 PM
I posted a question four or five hours ago and the page indicates it was asked at 9:17pm. Please. It is only 7:37pm right now.
How would I know that help is available when I ask a fairly simple question and four hours later no response.
Wouldn't chat support be a better option for the customer?
"At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7." Really?
- JotForm Support ManagerJeanetteAnswered on October 26, 2017 at 11:21 PM
Our customer support is available 24/7 yes, however, the time frame to answer the questions might take up to 2 hours. But there are times like today when it might have taken longer.
We have opened chat support from 9 am to 7 pm EST. But this is offered to the most active paid users in the builder.
Also, questions are responded in the order they were posted, from oldest to newest.
- drkirkwilsonAnswered on October 27, 2017 at 01:12 AM
So I take it I am a paying customer but not among "the most active paid users in the builder" whatever that means.
And, if it is true that "questions are responded in the order they were posted, from oldest to newest", why has there been no answer from my previous question from five hours ago? That was the real reason I submitted a question for support.
- JotForm SupportChriistianAnswered on October 27, 2017 at 04:13 AM
I checked the threads you have opened and I can see that my colleague has already responded to your latest thread here: https://www.jotform.com/answers/1283812. Please follow up that link for your thread issue.