Best Of

I’m writing to express my deep disappointment with the recent direction Smartsheet has taken, particularly since the acquisition. We’ve experienced a significant decline in service quality and functionality.

One account inexplicably increased from 6 users to a bill for 21, with charges now being applied to collaborators who were previously only shared sheet editors. Additionally, I no longer have the ability to create new sheets—an essential function for my work.

As a consultant, I’ve recommended Smartsheet to multiple companies in the past based on its flexibility and user-friendly interface. Unfortunately, many of the features that initially made Smartsheet a standout are now either restricted or monetized in a way that negatively impacts productivity.

At this point, I’m actively exploring alternative project management platforms, as Smartsheet no longer meets the needs of my business or those of my clients. It's also worth noting that Smartsheet appears to have dropped out of many top rankings in the project management space, which aligns with my recent experience.

I hope Smartsheet takes this feedback seriously and considers the impact these changes are having on loyal users and advocates of the platform.

Just adding to the chorus here that this update is terrible. It isn't "streamlining," it's removing features and making simple things harder to do. Why in the world would I want to only create folders in one location? Add it to the list of recent changes that are making Smartsheet more expensive and less useful. Pretty soon these changes are just going to push us to a different platform. Please listen to your customers and prioritize what they are asking for instead of continuing down this path.

@Sean Carty any comments to all this feedback?

The reality is, there are many other web based platforms that we all could use - and all of us chose Smartsheet for what I am sure were, at the time, excellent reasons. When I took over the HR team, they were largely utilizing Excel to house information. Due to the projects I was initially tasked with, we moved some initiatives to Airtable. The vast majority of our business is in industry specific software or Google.

One aspect of a "strong solution" is the ability to have many different types of end users who have their needs met - which includes not removing functionality. Some of the recent changes took away very basic abilities that, while your developers may not understand why they are needed, your customer base does understand.

I utilize Smartsheet for many different tracking mechanisms, metrics, dashboards, etc. I also use Smartsheet to house very simple spreadsheets where I just track manual data. I don't want to go out to Google for "x," into Excel for "y," OneDrive for "z." My team already has 10+ different sites they have to log into due to the state and industry we operate in. Having Smartsheet as a "one stop shop" for our team was imperative.

The changes that have taken place since the removal of the "search bar" have all been on a downhill trajectory. While the feedback may be "welcomed" I have not seen any changes or concessions made due to the feedback.

Being able to create a new grid, sort reports and grids into folders, and essentially utilize the program the way we saw fit were all of the "wins" in our book. I am hoping you hear us this time.