Desperate attempt to get help

Question

Hello everyone,

This is my desperate attempt to get help, since customer support is not even trying.

We were trying to transfer the ownership of a sheet/workspace and we encountered error messages stating that it cannot be done. We tried a few times, and the error message says that if I cannot solve it, I should contact customer support.

Well, I have two support tickets open, the first since February 16th, with no response or resolution.

The chat option only lets me talk to a useless AI chatbot. I do not know if there is a direct email or phone number where I can get help?

Thanks!

Attila Gobor · Answer

Agree, I am highly disappointed. Even when they show up, they don't help you. I had more than enough proof that the ownership transfer was attempted, and they could have checked their logs as well and just manually executed the transfer. Instead, they came back to me and said we should try again and collect HAR logs with my browser, which I have never done in my life, just because of some error on their end.

Interfact · Answer

Smartsheet support is hopeless / non-existent now.

Attila Gobor · Answer

Hi Georgie,

Thank you for pushing this through after two weeks.

However, unfortunately, the support team is not helpful at all.

They are forcing us to repeat the transfer process and capture HAR logs, which is quite a bad situation for me since now (two weeks after support decided to look into it) the owner of the workspace is on a business trip with limited time and internet connectivity.

The support team refuses to just manually execute the failed ownership transfer even after numerous emails proving that the ownership was attempted multiple times and failed because of an error on the platform.

I really cannot believe that Smartsheet does not have its own internal logs to cross check my emails for the exact time and date when the ownership transfer was attempted and just perform it manually.

At this point, I will just say this is extremely poor customer support and just carry on by duplicating the data in one of my own sheets.