What is JotForm?
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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    Service Request - Priority Paid Support

    Asked by markashton on October 02, 2014 at 06:42 AM

    Hi,

    I love Jotform. The only problem is the "cap-in-hand" manner in which one has to keep requesting amends and additions to the builder.

    Sometimes I have one issue holding me back from rolling out a viable service.

    For example, I have a form that acts as an event tracker used on smartphones. Respondents capture the date an event happened ... it may not be the same as submission date ... they may do it in retrospect. So, there is key column of data called "Date Of Event". Analysis requires sorting the data by this date field. But it doesn't do that ... it sorts by the first number. So, this bug/issue holds me back entirely from rolling out this tracker.

    Now, I would pay to have this fixed in a known timeframe. 

    Could I request the following ....

    A Priority Paid support function. It would provide extra revenue for Jotform ... complement the requirement of its key users ... and we'd all be happy.

    Why not have a dedicated engineer?

    Can you pass this on to Aytekin please. You'd make a lot of money from me and would be happy to pay it.

    Regards Mark

    JotForm date field problem timeframe
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    JotForm Support

    Answered by Jan on October 02, 2014 at 08:28 AM

    Hi markashton,

    We try our best to provide support here in the forums but I totally understand your situation. We will forward this request to our next level of support.

    Thank you for using JotForm

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    Answered by markashton on October 02, 2014 at 08:51 AM

    Hi Jan,

    I know you try your best .... that's not the point of the thread.

    Don't forward it to the next level of support ... forward it to Aytekin please.

    Or shall I send him a private message?

    Thanks Mark

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    JotForm Support

    Answered by steve on October 02, 2014 at 07:01 PM

    Mark-

    Steve here. My main purpose at JotForm is to increase the quality of the product. I also help manage feature requests.

    My understanding is in the past we did have priority support, distinguishing between paid and free customers. It was cancelled because reports by free clients were just as valuable to ensuring the overall quality of the product, as requests from paid clients. A bug is a bug, and a feature request may have the same merit regardless of its source. That said, it is a topic worth readdressing and it has come up recently, in a different context. Namely, some clients, such as yourself, provide high value feedback. Others want a higher level of guidance, which just takes time. These are two distinctly different types of clients.

    Regarding directly emailing Aytekin, if he responded in the past, he'll likely continue to do so. And you can send things directly my way if the need arises. FN@JF. However, I strongly favor keeping discussions in the forum public or private. It keeps everyone in the loop, and also helps us prioritize. For instance, if we have ten threads on requests for priority support, it demonstrates client need. Emails are only seen by individuals.

    This ticket has been opened as a feature request.

    Thanks!

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    Answered by markashton on October 03, 2014 at 11:43 AM

    Steve,

    I would pay the money to fast track a feature request or bug fix.

    Of course, if the request was inadequate for the Jotform platform I would understand why you would not want to implement it.

    This is about paying Jotform to fast track a feature request/ bug fix that you have on your to do list.

    I know you'll get to a lot of requests etc eventually ... but its the time that is an issue ...

    I have an "I need it now" requirement that I would gladly pay to get prioritised.

    Make sense? 

    Regards Mark

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    JotForm Support Manager

    Answered by Jeanette on October 03, 2014 at 12:56 PM

    Ok, Mark. Let me forward this onto Steve/Aytekin.

    Cheers!

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    JotForm Support

    Answered by steve on October 03, 2014 at 04:03 PM

    Mark-

    This was forwarded directly to Aytekin, and the immediate decision is to not set up a separate fast track feature request option. We will continue the discussion internally about setting up various support options however, as some clients would definitely value it.

    We do have one option which could accomplish what you're requesting. JotForm can be licensed and installed on a separate server:

    http://www.interlogy.com/products/jotform/

    It comes with full source code which can be customized as you see fit. This may be more ambitious than what you're looking for, but just letting you know there's a solution available that can meet your deadlines.

    Let us know if you have further questions.

    Thanks!

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    Answered by markashton on October 04, 2014 at 01:38 PM

    Hi Steve,

    To be clear ... the payment is really based on time i.e. fast tracking a feature request/ bug fix. Every other jotform user will still be able to utilise the feature ... its just a commitment by the jotform user that the feature has inherent value to them.

    I've put in feature requests that haven't been implemented and moved on .. and missed the opportunity.

    Yeah ... I'm trying to remove the uncertainty and cap-in-hand feeling every time I ask for something.

    I'd be happy to pay. 

    Thnaks Mark

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    JotForm Support

    Answered by steve on October 04, 2014 at 05:19 PM

    Mark-

    Thank you for making sure that's clear. This is a very valid request, and one many users would sign up for. The "pain point" is the scheduling uncertainty in making updates to the product. We'll look for ways to address this, which could include a priority service request option. For the foreseeable future, we take requests in the order they arrive, and prioritize them based upon our evaluation of severity/value to customers. You will be the first to know if this changes.

    Regards

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    Answered by LouisEagle on March 20, 2015 at 02:11 PM

    I agree re paid support. Phone support.
    I've been sent links, videos, etc. and still don't have a clue as to where to begin and how to begin.

    Personally, I need a step by step approach. 
    First do this here, then do this, etc.  And the work area is small and confusing.

    The form I require is straightforward and basic and yet, I am unable to take even the first step. I need to accomplish this - http://www.envirosnowmelt.com/creditcardorders.html 

    Paid, phone or not. The forms that were available in programs were far more straightforward than this. You entered text, clicked to have a label, clicked another for a field to enter . . .

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    JotForm Support

    Answered by jonathan on March 20, 2015 at 03:55 PM

    @ LouisEagle

    We will resolve your issue here http://www.jotform.com/answers/537605

    Thanks.