Smartsheet Support Issue

jstefanski14

I'm currently having issues with my Smartsheet environment. I pay $72/mo for 3 licenses when I only need one, yet when I have issues my support ticket has remained open for 2 weeks without being assigned.

I've looked for help within the community, however when I posted my question a simple response by a random user marked my question as answered and now there's no more traction.

Smartsheet is a great product and I've been a user for 5+ years now, but the experience I'm having currently trying to resolve my environment's issue has made me question everything regarding the product.

As I use this for both my full time job and my personal small business, the interruption and lack of support is costing me both time and money in both pursuits.

Georgie

Hi @jstefanski14,

I checked in with the Support team and confirmed that your case has now been responded to, and I see that you now have a case in progress with our Finance team. Please continue to work with the Finance team there, as communication via your case will be via private channels. 

Regarding questions being answered in the Community, if you receive an answer that you feel doesn’t answer your query, or you’re still looking for help, you can mark answers rejected by clicking “No” next to “Did this answer the question?” at the bottom of the response:

If there are multiple responses, all answers will need to be rejected to ensure that the question returns to the “Unanswered Questions” list.

You can also use the flag icon (see below) at the top of a post or comment to report it to the Community team - this is the best way to contact us directly for assistance with a post or to ask the team a question.

Hope that helps!

Georgie