Issues with Online Support?

Ashley Klaers

I've been trying for over a week to open a support case with SmartSheet, but its proving to be super difficult suddenly.

The AI function on the support page doesn't work. I just keep getting prompted to enter a search query no matter what I enter, and anytime I call the support number, I get through all of the questions and get the wait music before the call just goes silent.

I haven't been able to get a case opened through our account manager either, so I'm just wondering if anyone else has been running into these similar issues?

Isaac A.

Hi @Ashley Klaers!

Thanks for bringing this up. I tested the support contact options on my end and wasn’t able to reproduce the behavior you described, and I haven’t seen other reports of similar issues recently.

That said, here are a few things you can try:

• Use a different browser or try opening the support page in incognito/private mode.
• Clear your browser cache and cookies.
• Review the steps in this article for general troubleshooting:
  👉 Smartsheet is continuously loading, not responding, or not displaying certain items

You can also try alternative ways to contact Support:

• Use the in-app "?" icon in the bottom-left corner of your screen to access the support widget.
• Submit a ticket directly using this form:
  👉 Access the Smartsheet Support Portal

To help Support understand what might be happening, please share the following details in your ticket:

• The browser and operating system you’re using
• A HAR file captured while attempting to access the Support portal or use the chatbot

This information will help our team investigate further if the issue persists.

I hope this helps!

Cheers,
Isaac.