Update SmartSheet Request and other notifications

Mrs. Mickens

I am trying to send an update smartsheet request and other notificaitons to my team but the email invitations are not going through. Is there any reason why?

LouSnz

Yes we have exact same problem!!  Smartsheet please we would love your help on this is a critical piece of our business systems.

Shaine Greenwood

Hello All—

 

It appears that Office 365 is actively blocking automated Smartsheet emails. I'd recommend reaching out to Support@Smartsheet.com to further troubleshoot this issue.

 

You may need to get your IT team involved, as we've found this to be an issue with Office 365 and not Smartsheet. Our Support team will need to work with your IT team in whitelisting our email relays.

Bill Smeltz

Our account does not use Office 365 and we are experiencing the same notification issues.  Please help.

Shaine Greenwood

Bill, please contact Support@Smartsheet.com for further assistance on this issue.

Ryan Kennedy

I can confirm we are having the same issue. We are on O365 but i refuse to add a domain to the whitelist based on something was working fine 3 days ago. We received an email stating

 

"Thanks for contacting Smartsheet Support. Over the weekend we moved Smartsheet over to newer and faster servers. If your IT department has whitelisted our email server IP addresses instead of our email relays this would cause an issue with our automated emails since we are no longer using those old email servers.

Please reach out to your IT department and have them add the smartsheet.com domain to your mail server whitelist to ensure your organization can receive emails from Smartsheet. The following relays can also be added to your organization's trusted sender list:

ord.relay.smartsheet.com
iad.relay.smartsheet.com"

 

If we were to add the smartsheet.com domain to whitelist, what would happen if a phising attack starts targeting smartshee users? We would receive spoofed emails.  This is not acceptable blaming other systems when a major change has just occured.

Toai Nguyen

Strange that I get an email notification from Smartsheet (@smartsheet.com) to advise that there has been an update to this conversation but not from within the Sheet itself.

 

Doesn't sound like an issue with my email provider or a whitelisting issue.

Ryan Kennedy

can confirm the same thing....

Ryan Kennedy

 

Thanks for contacting Smartsheet Support. 

 

If your company utilizes Microsoft Office 365 as your email service, we've found that Microsoft has currently greylisted our servers which is causing users to not receive our automated emails. We've opened a ticket with Microsoft on behalf of customers, asking to be removed from their greylist. We recommend also having your IT team reach out to Microsoft Support as well to request our removal.

If not using Microsoft Office 365, and your IT department had whitelisted our email server IP addresses instead of our email relays, this also could prevent you from receiving our automated emails.

Shaine Greenwood

Hello All—

 

Emails sent on Community updates and automated emails from Smartsheet come from completely difference services. It's understandable to receive Community emails and not receive emails from Smartsheet for this reason.

 

It's absolutely imperative for your company's IT team to whitelist our email relays in order to further troubleshoot this issue:

 

ord.relay.smartsheet.com

iad.relay.smartsheet.com

 

Please direct all further troubleshooting questions to Support@Smartsheet.com on this, even if you've already contacted them.