Unable to open a support case with AI Bot

I am trying to open up a support case but it seems like all inquiries now have to be directed to the AI Chatbot first.

I've done this twice, having the AI chatbot create a case for me. However, I don't see my case in the support portal at all, nor have I received any type of email confirmation telling me a case has been created. Did they end up in a blackhole?

Anyone with similar experiences? Managing Smartsheet for my org has not been easy with the new user subscription model… but having to open a case through an AI bot, that doesn't seem to even have created one for me, is extremely frustrating.

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Marcela

Hello @hphan_dmx,

Thank you for bringing this to our attention! We've determined that not being able to open a support case is caused by a bug, and our engineers are working to get this fixed as soon as possible.

I have reached out to the Technical Support team on your behalf, and they will be contacting you shortly to help with your request.

Cheers,

Marce

Shoerrmann

Hello

I am experiencing the same. When typing a question, the screen stays blank. Is there a workaround to contact Support?

Best regards,
Sinéad

Genevieve P.

Hi @Shoerrmann

The bug noted above has been resolved. If you're seeing a blank page instead of the chatbot, you may experience issues using the AI bot if required domains or Server-Sent Events (SSE) are blocked by your organization. Please ask your IT Team to allowlist the necessary domains using this article.

In the meantime, you can still submit your tickets by using the form linked in point 2 of this Help Article: Access the Smartsheet support portal or by phoning Support directly if your plan has access to phone support.

Cheers,
Genevieve

Shoerrmann

Thank you @Genevieve P. your s

Genevieve P.

Hi @Shoerrmann

It looks like part of this post may have been cut off if it was posted at the same time as a draft-save. Would you mind repeating your message?

Shoerrmann

Thank you @Genevieve P. your support is highly appreciated 😊

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