Smartsheet not sending copies of submitted form to users

Ishleen

I really value the insight shared by this community, so here i am with a new problem. Smartsheet isnt sending copy of the submitted form to the submitters email. Has anyone ever experienced it?

Brian_Richardson

I don't think there's much of an answer here…not sure why you're not getting emails sometimes. It might be a delay issue or a problem somewhere between Smartsheet's mail service and your mail service.

You can open a Support ticket to see if they can troubleshoot, but chances are the answer will be "check your spam and, if not there, unclear".

You might also check to see if you have Safe Sharing enabled and if you have any Security restrictions on notifications. I don't see any specific notes that these controls affect the form submitter "copy of my response", but they might.

Sorry, I don't have other ideas.

KPH

Could it be getting flagged as spam? You could test it using an email address on a different domain and see if that arrives.

Ishleen

Hi there-

Thank you for the suggestion. I attempted it using a different email address and the result is the same. I did not receive a copy of my submission. I am starting to wonder if its smartsheet issue. Any ideas on what to do next?

Brian_Richardson

You're checking the box at the bottom and putting your email in? Smartsheet doesn't automatically send the form unless you check the box each time.

Ishleen

Yes we are. I don't think I can add an email to receive a copy of the submission without checking the box.

Brian_Richardson

I don't think there's much of an answer here…not sure why you're not getting emails sometimes. It might be a delay issue or a problem somewhere between Smartsheet's mail service and your mail service.

You can open a Support ticket to see if they can troubleshoot, but chances are the answer will be "check your spam and, if not there, unclear".

You might also check to see if you have Safe Sharing enabled and if you have any Security restrictions on notifications. I don't see any specific notes that these controls affect the form submitter "copy of my response", but they might.

Sorry, I don't have other ideas.

Ishleen

No worries, this is super helpful. I will reach out to Smartsheet Support and our IT department, its mostly likely what you are describing also because we had been receiving the copies until recently and then they suddenly stopped. I appreciate your insight :) Thank you!