Formstack: Easily Build Complicated Forms
September 05, 2018

Formstack: Easily Build Complicated Forms

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Formstack

We use Formstack in all 6 schools and at all levels of Administration. We use it for simple tasks like surveys and minor purchases, to complex forms like a 20-course, logic based summer program. We integrate with Google Drive, Authorize.net and a few other components. Its helped us move off of paper, reduce the need to collect cash, and automate many processes. We use it to build Help Desk tickets, and trigger workflows. We have nearly 300 forms, with approximately half of those active at any given time.
  • Conditional Logic: Formstack beats most form editors when it comes to "if, this, then let that happen"
  • Integrations: Formstack integrates with a ton of third party applications, and if Formstack doesn't directly, then its Zapier integration probably does
  • Embed: while its not the prettiest form output, it does embed nearly anywhere
  • Buggy Updates: Formstack tends to make on-the-fly updates that break features. We run into this about once a year
  • Appearance: the forms are starting to look dated compared to some of the competitors (looking at you, Typeform)
  • Dynamic Data: passing data from one field to another is not-exactly doable
  • Paid Add-Ons: the price for Formstack is already an arm and a leg; the fact that they have additional monthly paid add-ons is frustrating
  • User Limits: user accounts barely do anything outside of 'view/edit' permissions, thus the low volume allocated seems a bit greedy at $10/user/mo for more
  • Authorize.net
  • Google Drive
  • Web Help Desk
  • Zapier
Authorize.net: We use Authorize.net with hundreds of form to capture payment.
Google Drive: We send pictures to Google Drive.
Web Help Desk: We trigger email based tasks and action steps that create lots of tickets.
Zapier: Attempted to add users to Google Calendar events, but it failed miserably, deleting the event and making a new one on each submission. There is a workaround in progress.
For us Formstack is about efficiency and the user experience. We've practically stopped collecting cash, which was a big ask for the hundreds of families that felt like we were constantly asking for money. Instead, they can pay with a form, quickly and securely online. We're working on becoming PCI compliant, but Formstack is not natively compliant and frustratingly only supports Stripe for guaranteed PCI compliance.
  • Employee Surveys
  • Customer Surveys
  • Research Studies
Formstack is great at most things in bulk. It supports multiple users, lots of forms, lots of submissions, lots of addons, and lots of lots - you get the point. If you're looking to get a bunch of content off of dated systems, and into an online system/email workflow/crm, etc., Formstack will do just that.

What it won't do - it won't wow the end user with a beautiful form, though you can skin it to look native to your website.

Good for Midsize to Enterprise, doesn't need a programmer: Aside from the semi-complex Wordpress integration, Formstack is really easy to use. Secretary types without coding experience would have no problem building a form and sharing it. Technically minded folk will enjoy the complex conditional logic and the support it provides with third party addons and payment systems.

Bad for small businesses: Formstack's not economical, and with the budget-friendly competition, most small businesses are out. Formstack does a good job at complex integrations and spends a sizeable amount of effort on its paid addons rather than improving its core product, so unless you plan on spending a lot monthly and need a bunch of forms, you probably can look elsewhere (Gravity Forms, Ninja Forms, etc).

Formstack Forms Feature Ratings

Survey templates
6
Themes
2
Custom logo/branding
5
Changes to live survey
10
Multiple question types
8
Survey logic flexibility
8
Data export
10
Standard reports
4
Custom reports
7
Access controls
9
Compliance
8

Formstack Support

The agents in the original group, especially the ones in cahoots with the developers, are really solid and know what they're talking about--I'm looking at you, Collin. The 'Tier 1' support agents that typically reply to the tickets are really spotty. If you have an overly technical question, i.e. bugfix, or describe a feature from a few years back that randomly disappeared, these agents typically will give you what feels like a generic reply and not know what you're talking about.
ProsCons
Good followup
Problems get solved
Kept well informed
Support cares about my success
Slow Resolution
Escalation required
Difficult to get immediate help
Yes - I've reported multiple bugs, and typically the developers add it to a bug-report and will keep me updated. Usually it's fixed within a month; however, the most recent bug I reported went to a new support agent that didn't understand the bug and kept trying to tell me my website had issues. I literally had to create multiple forms to A) prove it wasn't specific to my form, and B) that I could replicate the process; as well as spin up a fresh-out-of-the-box website to prove that it wasn't a code conflict she kept trying to dodge the bullet with. I ended up typing out exact steps on how to replicate the bug, including a form solely with the bug, it really should not have been that difficult.
Collin is an amazing upper-tier agent and will on occasion send your support request straight to the development team; or atleast give you an inside look at what's going on. I like him because, A) he's been there for a long time and knows what he's talking about, and B) doesn't let me feel like my tickets in a black hole.