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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Feature Request : User-Based Thread and Ticket Search History System

    Asked by davort on September 18, 2013 at 03:13 AM

    Hi, I sent a question regarding Conditions not working on my form 20 minutes ago, but I've solved the issue in another way.

    Anyway, I'd like to have been able to let you know that I don't need you to look at it any more as I've been able to work my way around it, but I can't. So I had to send another question.

    Anyway, why isn't there some kind of a standard ticketing system where I could edit an existing ticket and also keep track of my ticket history and all that?

    Thank you,
    Davor 

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    Answered by khrisell on September 18, 2013 at 07:25 AM

    Hello,

    We have a ticketing system but it's only visible to the support staff.  It's because not all reports/inquiries need to have tickets.  However, we receive all inquiries and we answer each the soonest possible time. Though we have support forum to better share the issues and solution to other JotForm users and email support for private inquiry.

    When someone replied to the thread you have created, you will receive an email from us. That is how you will be notified.

    And If you are going to follow-up or check your threads in the forum, you can simply go to www.jotform.com/answers

    and search for your username, and you will be able to see the list of the threads you posted or replied with. However, when I go to this link, I am seeing your threads.

     

     

    If you want to add something to your inquiry, feel free to add a post on the topic you are inquiring about.

     

    Kindly let us know if you have further clarifications. And we'll be glad to assist you with it.

    Thank you for using JotForm. 

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    Answered by davort on September 18, 2013 at 08:28 AM

    Hi, thanks for the answer. I went to the link you suggested, but all I got was a blank container:

    http://cl.ly/image/1l3m222P2340

    The forum is working for me quite nicely otherwise. What gives?

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    Answered by davort on September 18, 2013 at 08:32 AM

    Btw, just went to edit my post (to add URL to the link I posted for the screenshot) and after editing, I saw another "Edit" button where I'd have expected a "Submit" button instead. I know they do the same thing, but this is too confusing.

    http://cl.ly/image/1N2v1z3t3C26

    You hit "edit" when you want to enter the edit mode, but when you're done editing, you want to submit the updated/edited post. Just my two cents since I'm a UI designer and working with this stuff every day :)

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    Answered by davort on September 18, 2013 at 09:49 AM

    Hi, this is not helpful as I still can't see my post on the link you asked me to use:

    here's a screenshot from Safari (which I don't normally use): http://cl.ly/image/2D2X402u400K

    As for that other thing, it is not a ticket, just a suggestion to improve your service. Not gonna invest any more effort/time to pursue that one. If you're not interested in it, that's also OK. But please do help me with this issue. I can't even see any posts made by you with the link http://www.jotform.com/answers/user_threads.php?username=khrisell

    This is what I get: http://cl.ly/image/1y3e2E0m3z3B

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    JotForm Support

    Answered by KadeJM on September 18, 2013 at 10:42 AM

    Hi davort, It looks to me like your page is appearing blank for some reason in Safari. It should actually look similar to the screenshot my colleague shared. We do have a Ticketing System but it is a bit different in how it works compared to other places you might find it being used differently across the web since it is more preferred to be controlled on our end as there are issues we can often easily solve even if complex otherwise then we could easily open an escalated issue if necessary.

    I took a look at your issue in Safari for Windows and also inside an Emulated Safari for OSX Mountain Lion but so far I seem to be unable to replicate your issue with the screen being blank. I would like to suggest that you please try clearing your browser cache to see if this helps to correct that. But if not then can you please provide us with your Safari Information, Exact System OS, and Further Details via a New Thread so that we can troubleshoot that as a separate issue aside from this feature improvement request of yours.

    I've read your suggestion in depth and I think that you are actually requesting this as a Feature Improvement to aid you and other users which our current system may seem a bit hazy to. Additionally we do send an email notification about a response, you can also search via your username in the forum though I think you are looking for a more convenient, straight forward, and centralized way of doing so. I can't make any promises about it or provide an estimated time for this at the moment but I will happily pass along your suggestion for improvement request to our Development Team for consideration. If there is any updates about it at a later time then we'll notify you here about it.

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    Answered by davort on September 18, 2013 at 11:25 AM

    Hi KadeJM, you're referring to the "screenshot your colleague shared". I've failed to find any screenshots (or links to any) in your colleague's posts. Can you please clarify that a bit, post that link again or something? 

    Furthermore, in your screenshots you're showing the forum homepage and I've never said I had an issue with that particular page. But nevertheless, here's a screenshot: http://cl.ly/image/0A2D1E2W141P

    Had you looked at my posts or screenshots more carefully, you'd have noticed that I'm having problems with seeing any content on "posts by foo_user" pages. That said, I would disagree that you took a look at my issue because what you tested wasn't my issue to begin with.

    I've opened the said link in Chrome, Firefox and Safari for Mac, even in IE10 (via Parallels Desktop) - and there's no content. So, can't be browser cache since I'm normally not using 3 of those 4 browsers. Once again, this is the link I'm having problems with 

    https://www.jotform.com/answers/user_threads.php?username=davort - actually it's not working for any user's nickname for me.

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    JotForm Support

    Answered by KadeJM on September 18, 2013 at 12:14 PM

    Oh My! I'm actually very sorry about that. It seems that I completely misunderstood your issue. What I had meant was the URL ( https://www.jotform.com/answers/user_threads.php?username=davort ) which my colleague had provided which showed what it should look like when viewing the Forum. I appreciate the correction about this though.

    I've done some further investigating again and I was actually able to replicate the problem this time around now that I understand the problem at hand better. Originally I had thought that link was sharable but that was something that even I was corrected on by one of my colleagues. The link doesn't work since it is only for Admin so that is why the page is showing blank for you since you are unable to access it. The only way as of now that you can find your threads is either by looking through your email notifications to find the link or by searching your username yourself in the forum but I know that is a bit tedious, disorganized, and inconventional. I could see that when I when I tried it myself using your username to check for results on it.

    Anyhow, as I mentioned I've opened up a Ticket for your Suggestion so hopefully on your behalf it'll be something that our Developers will look at and consider for possible improvement to correct this problem for everyone so that it's simplified.

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    Answered by davort on September 19, 2013 at 03:28 AM

    Thank you for the explanation, glad we've managed to sort this out :) Funny thing is, now that you've renamed this thread, I can see your colleague's screenshot. Not sure if it's connected to that in particular tho.

    Also, one more thing to bear in mind is that through the forum search you can't find threads you had marked as private while creating them. So the only way to actually get to them later is to wait for an answer and get the link in the email - which sucks if you happen to find a solution for your own problem before support even gets to solving your issue, and would like to notify them of that.

    Perhaps you could find a way of including the "view all forum posts" in the http://www.jotform.com/myaccount/profile area? And of course it would be great if that link would lead to a list of all user's posts/threads, including the private ones.

    Thanks again for your assistance.

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    Answered by khrisell on September 19, 2013 at 04:10 AM

    Hello Davort,

    We thank you for your suggestions, you have a great vision and interesting ideas. And as Kade escalated the feature request, our developers will also see the your suggestions.

    If you need any assistance feel free to contact us anytime and we'll be glad to assist you.

    Again, thank you for using JotForm and for your input. :)