Smartsheet Support - User Management
I apologize in writing this as I am extremely frustrated... this community has been amazing but my experience with Smartsheet support has honestly been the worst support I have encountered in a very long career dealing with many support organizations. So bad I am considering canceling my account and moving on to another product. If others are experiencing the same lack of support I fear there is no future for this company anyway regardless how good the product may be.
I am both venting on support and seeing if anyone in this awesome community has perhaps experienced something similar...
We have a handful of licensed users then many 'free collaborators/editors'. I've discussed the less than ideal onboarding in other messages but be that as it may, I created detailed instructions for users to follow. The process - I create user account in admin portal. User gets invite and follows instructions - they create their Smartsheet account and go through the steps and have an account in our company/domain. The email address they use is our corporate email account [email protected]. This works fine, they can use Smartsheet account to login, they are part of Smartsheet company account, etc. But next, I have them sign in with Microsoft so they don't have to remember and use a separate Smartsheet account. So after they log out of their account with [email protected] they now click on Sign in with Microsoft and it prompts them to login. They login with their corporate login which uses an underscore instead of a period, so [email protected]. They then get the email to confirm the link and all is good... at least for pretty much all my users so far.
The problem is I have this one user whose Smartsheet account with first.last works fine still but if they try to login with Microsoft it acts as if it created a completely separate account with first_last (underscore instead of period) and that is a standalone account, not part of our company account.
Something obviously got boogered up in the account or linkage. I have no clue where linkage info occurs and neither does our O365 admin.
Last night I called support and asked them to delete the underscore account which he did then he went on with some jibberish about many 'period' accounts for that user and the user needed to talk to the admin (me). After 30 min of trying to understand what he was saying he said he would email me instructions which of course I never got.
Tried to relink account and it created the same thing.
So my only thought was to remove all traces of this user - I removed from my user portal and I asked Smartsheet support to remove both the . and _ accounts from their end so I can start over with this user and watch/walk them through and hopefully be successful like all my others.
After 55 min on phone with lots of hold time they basically have no answer. They say they cannot remove a user account - why? And then the support rep refused to connect me to a manager to escalate saying it will be 24 hours to talk to a manager. What??? So they can't do what I asked and they can't escalate the call - so what can they do??? If there truly is some reason they can't delete the account (but guy did last night) then at least put me on with a manager and let them explain that to me and why.
Anyway- so here I am with a user whose account linking via Sign in with Microsoft is not working and I have no other recourse with support. I did contact my account manager to escalate or discuss next steps. But really why is it so difficult for Smartsheet to just remove a user account like they never existed so we can start over - it's not like we can makeup new email addresses to try.
Anyone else ever encounter anything like this?
*This is a business plan account, not enterprise and it is not SSO, which I would love to have as an option to business plan.
Thanks for listening...