How long should it take for Smartsheet support to respond?

kwsmartsheet

I've had a case open for like three weeks now with nothing but the initial autoresponder response saying Smartsheet would get back to me as soon as possible. I've replied a couple times to try and get a response with no luck.

After two weeks, I also tried contacting Sales and one of the random Smartsheet marketing email contacts that I've gotten, but no response there either. I can't find if we have a specific account executive. There's someone listed as the account customer success person on the support case, but she's never contacted me and her email isn't listed on the case and I can't find it online. Also, her LinkedIn states that she does accounts in Italy, Spain, Africa, and the Middle East while our account is based out of North America, so that seems wrong.

We have a paid plan with web ticket support, and this seems like an excessively long period of time with no response. Is this normal? It's extremely frustrating! Does anyone have any tips on getting a response or finding out how to contact your account team to have them escalate it?

kwsmartsheet

As far as I know, we don't have a partner. And part of my question was how to find our account manager and customer success manager because I don't see that information anywhere in my Smartsheet account or past emails. I can't really open a support case to ask about it because I probably won't get a response to that one either! The only thing I do see in the support case is a name for customer success manager (which is the person I looked up on LinkedIn who doesn't do our region), but no other way to contact that person.

However, I did finally get a response to my question today, so I guess the answer to how long it will take is about 3 weeks give or take.

Thanks for responding!

kowal

hello @kwsmartsheet,

If I were you I would contact your partner (if you have already one) of Smartsheet to deal with this case for you. Partners have the ability to escalate the support tickets for their customers and see the ETA when the ticket will be resolved. Also to check internally who is workfing for you as an Smartsheet Account Manager and Smartsheet Customer Success Manager… so you do not have to go through linkedin and check bios of who is behind a person responsible for your Smartsheet Success.

Hope it helps.

kwsmartsheet

As far as I know, we don't have a partner. And part of my question was how to find our account manager and customer success manager because I don't see that information anywhere in my Smartsheet account or past emails. I can't really open a support case to ask about it because I probably won't get a response to that one either! The only thing I do see in the support case is a name for customer success manager (which is the person I looked up on LinkedIn who doesn't do our region), but no other way to contact that person.

However, I did finally get a response to my question today, so I guess the answer to how long it will take is about 3 weeks give or take.

Thanks for responding!

Andrée Starå

kwsmartsheet

Mar 6, 2025

As far as I know, we don't have a partner. And part of my question was how to find our account manager and customer success manager because I don't see that information anywhere in my Smartsheet account or past emails. I can't really open a support case to ask about it because I probably won't get a response to that one either! The only thing I do see in the support case is a name for customer success manager (which is the person I looked up on LinkedIn who doesn't do our region), but no other way to contact that person.

However, I did finally get a response to my question today, so I guess the answer to how long it will take is about 3 weeks give or take.

Thanks for responding!

Hi,

I hope you're well and safe!

Depending on your contract, you should have a phone number in your plan & billing section that you can use.

Did that work/help?

I hope that helps!

Be safe, and have a fantastic day!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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kwsmartsheet

@Andrée Starå Unfortunately, we just have the business plan, which I don't think includes phone/email support. All I see in the Plan/Billing section is "Questions? Contact us at www.smartsheet.com/gethelp" which is where I submitted the support case.

Is our account manager/customer success information supposed to be listed there as well? I don't see it. I guess I can open another support case to see if they can give it to me within three weeks since at least that might be more helpful next time.

Andrée Starå

kwsmartsheet

Mar 6, 2025

@Andrée Starå Unfortunately, we just have the business plan, which I don't think includes phone/email support. All I see in the Plan/Billing section is "Questions? Contact us at www.smartsheet.com/gethelp" which is where I submitted the support case.

Is our account manager/customer success information supposed to be listed there as well? I don't see it. I guess I can open another support case to see if they can give it to me within three weeks since at least that might be more helpful next time.

Yes, I'd recommend sending another email/support case to get the information about who your contacts are.
(It's not available anywhere else)

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kwsmartsheet

Okay, good to know. Thanks for responding. At least if I do it now, hopefully it will be ready the next time I have a support case that needs escalation!

Andrée Starå

kwsmartsheet

Mar 6, 2025

Okay, good to know. Thanks for responding. At least if I do it now, hopefully it will be ready the next time I have a support case that needs escalation!

Happy to help!

Yes, and usually, it shouldn't take three weeks, but it could be now after the acquisition, so hopefully, it gets better soon.

✅ Remember! Did my comment(s) help/answer your question or solve your problem? Please support the Community and me by marking it - Insightful 💡- Vote Up ⬆️ - Awesome ❤️ - or/and as the accepted answer. It will make it easier for others to find a solution or help to answer! I appreciate it, thanks!