Dear Smartsheet Management Team,
I am writing to formally escalate a serious issue regarding Smartsheet’s lack of proper RTL (right-to-left) support, specifically in core products such as Document Builder.
We are a paying customer, licensed and billed exactly like any other Smartsheet customer. There is no reasonable justification for a situation in which, due to RTL limitations, we are effectively blocked from using essential Smartsheet features that are actively marketed as part of the platform.
This is not a minor usability issue.
It is a fundamental product limitation that results in unequal service between customers based solely on language direction.
From a professional and commercial standpoint, this is unacceptable:
- We pay for the same licenses and features
- We are contractually entitled to use core products
- Yet we are prevented from doing so due to Smartsheet’s inability or unwillingness to properly support RTL languages
This creates a clear and unfair disparity between LTR and RTL customers and amounts to de facto discrimination in product accessibility.
At the very least, Document Builder must support RTL text correctly so that Hebrew (and other RTL languages) does not appear reversed or broken. This is a baseline requirement for any enterprise-grade document generation tool.
I expect this issue to be escalated to senior product and management leadership and addressed with a concrete response — not generic support explanations.
Please confirm how Smartsheet intends to resolve this issue and ensure equal access to its products for RTL customers.
Regards,
Gaia
