How long does it take for a support ticket to be addressed?

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I submitted a ticket yesterday afternoon in the portal and it still hasn't been addressed/actioned. What are typical ticket response times?

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  • Genevieve P.
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    Hi @JamieM

    I would recommend checking your plan type and if you have access to a Support Package that includes phone support. Here's more information: Overview of Smartsheet support hours and resources

    In the meantime, is there anything that the Community can help you with?

    Cheers,

    Genevieve

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  • JamieM
    JamieM ✭✭
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    Thanks @Genevieve P. , unfortunately our plan does not have phone support. I've submitted a sheet restore request so I don't think there's a lot of community problem-solving that will help resolve this issue. Any insight into typical response times for tickets would be helpful though!

  • Genevieve P.
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    Hi @JamieM

    Thanks for the context!

    While you wait, if you need data from a previous version of your sheet and you're licensed on a Business or Enterprise plan, you can get an excel file of your data from a specific point in time by downloading a "Sheet Snapshot" from the Activity Log. Here's more information:

    I hope that helps 🙂

    Genevieve

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  • JamieM
    JamieM ✭✭
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    Thanks Genevieve, I did download a snapshot but unfortunately that doesn't restore the lost cell references (I pulled the formulas from the activity log already). Will keep waiting

  • Genevieve P.
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    Hi @JamieM

    Unfortunately Support won't be able to help with restoring cell-links if rows or data was deleted; these will need to be added back in manually.

    Sheet Snapshots provide you with an excel file with the data from a specific point in time, as you've found. This is the same type of file that Support can email the sheet owner. The only additional data that Support can gain access to is attachments: they may be able to help you retrieve any attachments associated with deleted rows.

    However there isn't currently a way to "revert" to a previous version of Smartsheet within the application itself, maintaining formulas and cell links, if that's what you're looking for.

    To let the Product team about your scenario, please add your vote and voice to this Product Idea thread:

    Cheers,

    Genevieve

    Join us at Smartsheet ENGAGE 2024 🎉
    October 8 - 10, Seattle, WA | Register now

  • JamieM
    JamieM ✭✭
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    Hi Genevieve,

    Yes, I was looking for the ability to revert to a previous version. Thanks for the clarification, will start the rebuild and add another piece of feedback to that thread.