I use JForce as project management tool and helpdesk for a small team.
First this extension seemed to be a promising choice: Before I purchased it I wrote some emails with my questions to the developer and I also got accurate response via support chat on their website. The extension has all the features a support system needs. Everything is - more or less - working out of the box.
After purchasing, installing and configuring the component I discovered some issues. Some things worked a little different that I expected. Well, that is just normal, I know. Some things I could resolve by myself with little workarounds. Some not. I even found a "true" bug that needed to be resolved by the company. They did that after a longer time period of convincing them that there is a bug. So far so good...
Using the term "longer time" describes the real problem: After a couple of weeks using JForce as primary helpdesk and project management tool, more issues and questions popped up.
I wrote emails but no response anymore?).
I tried the support chat. _One_ time (only) I got huge help from someone of the company checking some of the questions and issues I submitted, working on them right away. Additionally I got promises to work on the rest of it. But after that: nothing anymore. I tried the support chat several times, only getting sales people unable to help with the issues and questions.
Several times I was told that my emails got trashed because they were categorized as spam. I should resend them and use the ticket system.
Both I did, but to the most tickets I got no response. Getting back to the support chat to tell them I have submitted some tickets I just got the answer that someone will be looking into it. Most of the time it took more than 7 days to get their attention.
All of that happened within the last year. Some of my support tickets are still "open" since last November.
It's sad to say but it occurs to me that this extension is not under active development anymore. At least there seems to be no support anymore (at least this is what I experienced).
This extension can do a lot. But it needs some tweaks. I'm talking about little things like not working popups or search fields, etc. I guess these are all easy to find and eliminate (template incompatibility, etc.). But no one seems to listen. Therefor I would not buy it again.
* feature rich
* but not easy to configure
* but only few updates
* but poor support