How can I contact support?

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    therapyspokane
    Asked on November 21, 2017 at 12:33 PM

    There seems to be only the forum for contacting the JotForm help team.  This is frustrating as I need answers more quickly than an unknown timeline in order to conduct my business efficiently.  Does this change with an upgraded account?  

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    Kevin_G
    Answered on November 21, 2017 at 01:40 PM

    Our forum is the main way to get support, you may alternatively contact us via email at support@jotform.com

    Please note that our forum is monitored 24/7 and we provide the same support for all of our users, free and paid. 

    The response time will change based on the number of requests we're getting, our current average time is 1:48. 

    Please provide us the details about your questions, we will be happy to help. 

  • Profile Image
    therapyspokane
    Answered on November 21, 2017 at 02:16 PM

    I waited nearly an hour on my last question with no response before asking this question.  Will the method of contacting help change?  There are other sites that offer more responsive help for accounts.

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    Kevin_G
    Answered on November 21, 2017 at 02:30 PM

    I can see you recently opened a thread where you already received a reply: https://www.jotform.com/answers/1304036- 

    Please note that we are answering questions from the oldest ones, we get them assigned in order and we cannot chose or skip the threads we attend. As explained above, the time frame that takes to receive an answer may change based on the current number of requests we have. 

    We're continuously trying to improve our way to provide support and doing our best to answer questions as soon as we can. 

    Thanks. 

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    therapyspokane
    Answered on November 21, 2017 at 02:40 PM

    That reply took over an hour to receive.  I just need the confidence to know that my questions will be addressed which is a consideration in my decision to upgrade my account.  I had to search through the forums to find my questions.  Is there a way to avoid this?  Will you guys address the need for alternative methods of answering the questions of your users?  For example, a chat function?

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    Welvin
    Answered on November 21, 2017 at 03:47 PM

    Our system sends the reply as soon as we posted it. If it takes you an hour to receive it, then there may be an issue with your hosting or anti-spam settings checking the incoming emails from Jotform. You should whitelist us. You can find our list of IP Addresses here:

    https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    We don't skip threads. But as what my colleague had mentioned, we can't choose which thread to answer. Threads as automatically assigned to us by a click of a button. We can guarantee you that your inquiries will be answered.

    Note that you can check your Questions on the support homepage. Go here https://www.jotform.com/answers/. Click My Questions button:

    We provide chat support on weekdays. But we prioritized the paid ones due to the volume of request we receive. Once you upgrade, you should see the chat icon in the bottom-right corner of the website.