Escalation Path for Unresponsive Smartsheet Support Ticket

Question

Guys, there is a support ticket that has been pending for quite some time. Despite multiple follow-ups, I haven’t received any response from the Smartsheet support team.

Is there a way to escalate this?

P.S. In case anyone from Smartsheet support is seeing this post, could you please help with case number: 09229838

Thanks in advance.

shourya_ TECHO2146 · Answer

Unfortunately, I’m on the Pro license, and as far as I know there is no dedicated Sales Representative or Customer Success Manager assigned for the Pro plan.

PittsburghRob · Answer

Hi @shourya_ TECHO2146, My teammates and I have also experienced very slow response times to support tickets. If you have a business or enterprise plan, have you tried contacting your sales rep or customer success manager?