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.
myIDEAS : Do you have a helpdesk/ticket processing system ?Asked by CscProvidence on April 27, 2016 at 12:37 PM
As I dig deeper and deeper into Jotform, and the many threads in the forum, I begin to realize you are missing a ticket processing system. Searching through forums is a pain. One that often gives dated results which may not apply any more ... It can become frustrating to the end users who find it easier to ask the question even if it has been answered many times in the past. Redirecting to sometimes private threads just adds to the frustration by sending users into dead-ends.
It would be nice if you had a formal ticket processing system to not only follow issues brought to your attention by users. But those issues would be systematically categorized for analysis. To try and do this with the chatter in the threads can only be a nightmare. The approach taken of guiding people into creating new threads, even if an issue is related, can only make the situation worse. Some of my searches give hundreds of results and there's no way I can read through all of them. So I ask the question ... again, probably frustrating your team in the process.
Issues should become tickets, not new threads (definitely not private threads). While the original thread remains for the chatter amongst users and even informal support with quick 'try this it should work for now'. The ticket is however the path to someone's specific issue and solution.
A ticket processing system could help generate pertinent FAQ - hit frequent issues, give you stats in a click of what is going wrong with JotForm, like the issues around the translations. No need to read through thousands of threads and never finding an appropriate answer beyond "developpers are looking into it" and be left hanging. Where users have an appropriate access to the tickets system, they could 'self-serve' by walking through a path leading them to answers with minimal effort ... not blinding searching for the right search criteria to find a possible answer.
Just a thought as I try to better integrate JotForm to the needs at my end. I feel confident it can do most, if not all, we need. Just trying to figure out how to get there is often an adventure of trial and error or reading through tons of threads to piece together an effective approach.
We have an internal ticket system integrated with this support forum to handle bug reports, feature requests and other inquiries. For now we recommend using a search option in our User Guide articles and Support Forum threads. We are open to the new ideas, however, we are usually not able to provide ETA for when some request can be implemented. Our developers have to prioritize projects based on our goals and roadmap. Thank you for your valued input.