Smartsheet Basics

Smartsheet Basics

Ask questions about the core Smartsheet application: Sheets, Forms, Reports, Dashboards, and more.

Support Portal ticket experience!

Hello everyone,

I'm new here and have a quick question. For those who haven't purchased a support package, how long does it typically take to get a response to a ticket? I submitted mine a week ago, and it still appears to be unassigned and marked as new. I would appreciate hearing about your experiences. Thanks!

Comments

  • Hi @Syed Sartaj

    Thanks for letting us know that you haven't received a response on your ticket yet. I'll check in with the Support team to ensure your submission was received; someone will reach out to you with more information via email.

    Thank you!
    Genevieve

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  • In my experience, don't expect an answer. And when you do, you are provided public links to their website or are told to come to the community boards. I had a ticket opened that they just closed without resolution so I entered it again and still received no response. I also have a serious billing issue because my initial invoice doesn't even exist as one of their plans and I received no response. At this point, i don't even know what plan we have. I championed for Smartsheet as I had great experiences in the past and now t's an awful stressor we don't need as part of our workday and not like I have ever experienced in the past. Also, the contact they provide can only put in a ticket, cannot answer any questions.

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