Need a response from support - any ideas how to escalate cases?

Ollie Begley

I purchased smartsheet for our organisation this week as we would like to use it for resource management.

The resource management app isnt working properly, as we just get errors every time we log in. I've logged a support ticket with smartsheet and left an email, but have had no response.

Is anyone aware of any way to escalate an issue or actually speak to someone?

Genevieve P.

Hi @Ollie Begley

Resource Management is currently a separate application from the Smartsheet app (although they do integrate together!). This means they have different pricing and licensing.

Resource Management itself is an add-on feature that would be purchased on top of your Smartsheet account (see the Pricing page breakdown here).

That said, on a Smartsheet Business or Enterprise plan without adding on Resource Management, you can use Workload Tracking with Resource Management from within Smartsheet. Here's an announcement about this feature.

In order to add Resource Management to your account, please contact the Sales team!

Thanks,

Genevieve

Ollie Begley

Hi,

Thank you so much for your response.

We are on the business plan, so I think this should be included. I've contacted the sales team, logged a support ticket and emailed the support desk but still no answer from any unfortunately.

Thanks,

Ollie

Genevieve P.

Hi @Ollie Begley

Thanks for clarifying what plan type you're on!

Yes, Workload Tracking on a sheet in Smartsheet will be included in the Business plan, but Resource Management itself will not be. This is likely why you're seeing an error when trying to log in.

So this means you should be able to see this on your sheets directly in Smartsheet:

But since you have not yet purchased Resource Management (RM) directly, you won't have access to the RM website/application. https://rm.smartsheet.com/

Does that help clarify?

Cheers,

Genevieve

Ollie Begley

Hi Genevieve,

Thanks for this - really useful info! I think i have been mixing up those 2 bits of functionality.

I've sent another email to the contact us email address to enquire about adding this add on yesterday but still havent heard back. All my previous emails emails / support ticket / form submissions haven't had any response so far so i think we'll probably go with another product.

Thanks,

Ollie

Genevieve P.

Hi Ollie,

I'm glad I could help! I hope you find the right solution for your needs 🙂