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

JamieM

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

Genevieve P.

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

JamieM

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.

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:

https://help.smartsheet.com/articles/2482574-sheet-snapshot

I hope that helps 🙂

Genevieve

JamieM

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.

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:

https://community.smartsheet.com/discussion/92559/version-control-backups-that-maintain-cell-links

Cheers,

Genevieve

JamieM

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.