Vanilla

Our agency helps other companies manage and build online communities so we've encountered a lot of community platforms. Vanilla is by far our favourite though, for a few reasons. First, it's incredibly customisable. The theming architecture in particular is incredible and allows us to create beautiful forums that integrate with seamlessly with our branding. Second, it's actively developed and open source. You can watch its development openly, suggest ideas for features, etc. Third, it has a killer API which allows you to make cool app integrations, software extensions, etc. Finally, the company's support is incredibles. The support team and customer success managers are amazing at answering questions and will help you implement all kinds of awesome ideas. Vanilla rocks!

Most of my issues are with super technical details nested "Smarty" tags in Pockets would be nice to have, I wish "reactions" and other gamification features were available in the open source product, etc. Overall though those are nitpicky things the base platform itself is awesome even without them.

- The product is easy to use from a user perspective.
- Requests are taken seriously and if it's something they can't currently do but recognize it's a good idea, they will add them to their Road Map.
- Great comms from the person assiting the project, very responsive and on top of things

- It's hard to make changes sometimes. The HTML isn't accessible to forum owners so you'd have to write an entire section to make changes to anything other than the landing page. CSS is great to customize theming, but things have odd names so it's not as straightforward as it could be to make changes using it.
- It could be clearer what VF will and won't help with from the very first moment
- There are features missing, such as Tagging being in analytics
- No self-service option for simple things such as pulling the user list, this will make admin experience way better
- Services offered should better structured in the package sell, I.e: For some features requests, there were additional charges. This services should be somehow included in the terms of the service to enhance the admin experience
- It was unclear what changes would happen with a recent update, it's been left down to the forum owner to find the weird behaviors (such as filters not working correctly)

Vanilla software is incredibly easy to use but with lots of customisation available. It also features a variety of handy plugins to expand your forum capability further including the 'Mark as Troll' plugin which is hands down the best feature of any forum I have used. Managing categories and forum groups is a straightforward task and the features can easily be explained to new staff members so they can get up and running with the software without any lengthy training period.

The only flaw I have experienced with Vanilla is in countering spam farms (Not bots). There is no option to enforce a captcha for posts which would help in some circumstances. However, Vanilla makes cleaning up spam very quick and easy and you can use user roles and forum settings to limit the impact spam can have on the forums, switching it from a problem to a mild inconvenience.