How do I get a hold of customer service?

SmartSheetUser23

I opened a case 10 days ago and have not been contacted nor has my issue been resolved.

vh.

HI @SmartSheetUser23 this may be helpful:

https://help.smartsheet.com/articles/2482718-support-portal?_ga=2.53097832.1751144463.1677362487-532755528.1676471257&_gl=1*199ynm8*_ga*NTMyNzU1NTI4LjE2NzY0NzEyNTc.*_ga_ZYH7XNXMZK*MTY3NzQwNTQ5Mi4xMy4xLjE2Nzc0MDYxODMuMjkuMC4w

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Genevieve P.

Hi @SmartSheetUser23

If this link above hasn't helped, would you like to ask the Community for advice on your specific question/issue? If we knew more about your question we could potentially point you in the right direction!

Cheers,

Genevieve

SmartSheetUser23

Two questions:

1. What is the expected turn around on open cases with customer support? 10+ days with no acknowledgement or follow up is frustrating.
2. I have licensed users under my admin account who've been invited to to a shared SmartSheet who cannot edit or view the sheet. I don't even know how to identify the issue to ask the community. Hopefully this provides a little more detail.

Genevieve P.

Hi @SmartSheetUser23

I completely understand how that would be frustrating, and I'm sorry to hear you're experiencing a longer than usual wait time. Based on what plan-type you have, you may be able to call Support to follow up. Here's more information on Support.

In regards to the licensed user question, is it possible that this person was invited to a sheet but perhaps not yet added as a member of your plan in the Admin Center? Some customers were experiencing intermittent issues with managing pending accounts in the Admin Center - this has been resolved over the weekend so if your issue was happening last week, please try again today to see if it was fixed!

Another thing to double check is that the email you shared them to the sheet with is the exact same, letter for letter, as the email they're signing in with.

Let me know if either of this has helped.

Cheers,

Genevieve