Disapointed with Lack of Communication

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    Asked on July 10, 2013 at 01:36 PM

    I'm writing because I'm very disapointed with the fact that you changed your server name...again and neglected to tell us about it...again. For a couple of weeks now, we haven't been recieving some of our form submissions to email, which are very crucial to our business and customer satisfaction. The information I got from support on why this might be happening was not helpful at all, especially since they didn't seem to think it was important to mention that because Jotform's mailing sservice was added to severl blacklists, you changed your server to an Amazon one. This would have been very helpful information to have and would have saved us a lot of time and trouble.

    A while back we had a similar issue with not getting submissions in our email, it turned out that Jotform changed their server name and didnt' notify their customers.

    Having these submissions get to our email is very important and it can't get to us if it's getting caught in spam filters. Knowing the new server name on our end is essential to making sure that this doesn't happen.

    Now, because you're using Amazon, a lot of emails are being delayed and not recieved as quickly. Also, we can't just whitelist that server name because Amazon's mailing service sends mail from many businesses, including a lot of businesses that send spam that we don't want coming through our filters. It's not exactly ideal...is it temporary?

    I love Jotform, I think it's a great service but I'm very disappointed that we weren't notified of this change. We also should have been notified when Jotform was blacklisted. Not recieving the submissions to our email causes major problems for us and I need to know that you have a plan fix the issue and make sure that paying customers are informed of these problems and changes in the future so they can plan and adjust as needed.

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    Answered on July 10, 2013 at 03:05 PM

    We are deeply sorry for the troubles caused.

    As far as I know, these changes with the sender method were applied on the weekend of July 6 and 7. So if you have been facing some delivery issues for a couple of weeks, there might be something else.

    Let me please explain, we have been using the Amazon sending method for a long time now, but that was applied to the noreply@jotform.com sender only. As of now, we have changed all the email notifications to our sender. The Amazon sending method has been proved as more stable and reliable for most of our users.

    However, we do understand that Amazon SES might not work for some users. That is why we are planning to add an SMTP authentication solution, so you will be able to use your own email server to send the form email alerts. Here is a quote from this thread:

    We had to disabled the Sender Email Address feature since sending fake emails from our customers' email addresses caused problems. We are working on a replacement solution right now: You will be able to use your own SMTP server to send emails. Then you can let ZOHO accept these emails. It will be ready within a day. I will let you know. 

    Aytekin ~ JotForm Founder

    Please note that these changes with the email system were supposed to not cause any issues for our users, so we were not thinking about some global notifications to our users. Also, we literally implement hundreds of small improvements on a weekly basis, and we can not inform our users on each change. But we are trying our best in order to keep our users updated, big announcements are placed in our blog and we have a weekly update threads.

    Please create a new thread if you are still facing any issue with form email alerts, so we will be able to proceed with the further investigation and help you.