Please remove the AI thing you have for support

I have worked with multiple support AIs, and yours has to be the most useless and annoying agent I have encountered. Doesn't do anything right. How do I even get in contact with support? First off, no agent is ever available for chat. And when cases get created, no agent ever picks them up. How am I supposed to get assistance?

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Genevieve P.

Hi @Emmanuel Maina

Thank you for sharing your feedback regarding the Support AI experience. If you wish to skip past the AI, you can use the keywords "Create a Case with Support" and it will help you jump right to that!

You can also call Smartsheet Support directly if your plan has purchased Standard or Premium Support. The phone number is in the Smartsheet App under Profile > Plan Info > Call 24x7 Support in the bottom of the pop-up window.

Cheers,
Genevieve

Meghan_Weeder

Replying to this thread because I tried that and the UI isn't even showing any chat just a blank page - Please remove the requirement to go through the AI. It's not ready for Production.

I even attempted to create a ticket via email and that ticket was automatically closed and each response was just reclosed again.

ConversationTranscript (6).pdf

In this thread I have attempted to prompt "

Genevieve P.

Hi @Meghan_Weeder

I have seen this blank screen before when the required domains or Server-Sent Events (SSE) are blocked by the organization. Please ask your IT Team to allowlist the necessary domains using this article.

In the meantime, you can still contact Support using the form in step 2.1 of this Help Article or by calling Support directly on the phone if your plan purchased phone support (Account > Plan Info > Call 24x7 Support).

You're also welcome to post your question here in the Community to see if other Smartsheet users may be able to help!

Cheers,
Genevieve

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