Buyer beware: In my experience JotForm support is terrible. I would avoid if using with API integration.
October 11, 2021

Buyer beware: In my experience JotForm support is terrible. I would avoid if using with API integration.

William Schroeder | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with JotForm

It connects to ActiveCampaign through API and helps with lead generation. It provides lead generation with conditional logic and is HIPAA compliant.

Pros

  • Easy form setup
  • Easy mapping of fields
  • Nice user interface
  • Easy signature

Cons

  • [In my experience] support is a HUGE problem. [I feel you should] prepare to wait 7+ days, if they even respond. I have never experienced such poor product support from a SAS company before. I suppose they rely on community forums for responses over their own teams and we can't do that given the nature of HIPAA compliance and [we believe] the issues we are encountering are bugs that they have in their platform.
  • API support is non-existent [in my opinion].
  • We have had [the experience of] consistent intermittent issues with mapped data fields not transmitting data. It's infuriating and [has] been a problem for over 3 months. [I feel like it's] made our life hell and we are leaving JotForm.
  • [In our experience] we have had clients get mad at us due to missing their inquiries for support due to the issues with JotForm.
  • We had to spend more money to get someone to validate data 4 times a day.
  • We had to hire a developer to move us away from JotForm.
  • The experience of using the forms is positive.
  • Our support costs went up due to problems with using JotForm.
Typeform is better hands down [in my opinion]. It's not even a comparison as [I feel] JotForm doesn't work properly and [from my experience I think] their support is very problematic. I would suggest using Typeform or using GravityForms as an alternative to JotForm. Whatever you do, [I feel you shouldn't] depend on JotForm for something that is important to your business or research project.

Do you think Jotform delivers good value for the price?

No

Are you happy with Jotform's feature set?

Yes

Did Jotform live up to sales and marketing promises?

No

Did implementation of Jotform go as expected?

Yes

Would you buy Jotform again?

No

ActiveCampaign, Google Workspace (formerly G Suite)
The usability is decent. It's intuitive to figure out how to use it.
Their support is truly awful and negligent [in my opinion]. It's rare for me to get so mad as to write a review about it but given what we do, I think it's necessary to document it. We work in mental health and having client data [transmitted] through the API correctly can be a matter of life and death for someone in crisis. We have had repeated issues with this in JotForm and reset the integration multiple times and yet it continues. [In my experience] tags don't transmit, complete contacts are absent, or parts of data [are] missing despite being mapped. [Again, per my experience] their support will initially respond and then you hear nothing. It's been a huge issue and we are leaving them as a result. [I feel] it's truly infuriating and negligent.
[In my opinion] if you are just using it as an intake form and not connecting it to anything, it's fine. It's a big issue if you ever need support though. [From my experience] they are really not responsive and occasionally I have encountered someone who is helpful but [in my opinion] that's rare. We have been left feeling infuriated by all of the intermittent but consistent issues with JotForm. We have the HIPAA compliant version due to working in healthcare and have let them know that validity of data can be a life and death issue for people who are contacting us in crisis for mental health support. [I believe] this has fallen on deaf ears and the problems remain. We are leaving JotForm as a result. I am also completely perplexed by their lack of two-factor authentication. This is mindblowing to me.

Jotform Feature Ratings

6.7
Survey templates
6
Themes
6
Custom logo/branding
8
8.0
Changes to live survey
Not Rated
Question design help
Not Rated
Multiple question types
8
6.0
Survey logic flexibility
6
3.5
Response tracking
2
Data export
6
Standard reports
4
Custom reports
Not Rated
Analytics
2
Survey Integrations ()
Not Rated
Survey Automation ()
Not Rated
Not Rated
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
6.0
Access controls
6
Compliance
6

Comments

  • Elton Cris | TrustRadius Reviewer
    Elton Cris
    commented 3 years ago
    Hi William, We apologize for the delayed reply; we were having difficulties with our account here. First off, thank you for your candid review and we are sorry to hear about your frustration over the lack of support. To be clear, we offer round-the-clock customer service through our support system at https://www.jotform.com/answers/, with an average response time less than 4 hours. We never leave a customer empty-handed, we also escalate features and bugs to our backend team. Our backend team works in a queue system so please bear with us if it would take some time for issues to be resolved. Rest assured that all tickets will be addressed in a timely manner. We have API documentation here https://api.jotform.com/docs/ that covers everything. If you have API questions, please use our Support Contact Form at https://www.jotform.com/contact/ so we can help. We've made a lot of improvements in our integrations too. 2FA is also now in beta phase and we are running some more tests before we launch it to all our users. We would be more than happy to help you should you wish to use Jotform again in the future. Thank you so much! Elton Jotform Support

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