Alert Emails stopped sending and no response from Smartsheet Support for 3 days!

Kenny Brock

We rely on Smartsheet form for order processing and past few days the automated alert emails have stopped sending to all users except mine. Have logged a ticket with Smartsheet and 3 days later still no response. My MD is instructing me to move to another platform and cancel our subscription but I like Smartsheet, however if the support is not there then I may not have any other option but to move away....

Andrée Starå

Hi @Kenny Brock

I hope you're well and safe!

Are you getting the emails from the alert, but not anyone else?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Kenny Brock

Yes correct - I am still getting the alerts but others aren't

Andrée Starå

@Kenny Brock

Strange!

Have you tried making a copy of the Workflow and check if that works?

Kenny Brock

Thanks I'll try

Andrée Starå

@Kenny Brock

Happy to help!

Let me know how it goes!

Kenny Brock

Unfortunately they aren't still working

Andrée Starå

@Kenny Brock

Ok.

A couple of more questions.

• Are you getting the alerts email to your business domain?
• Are you or anyone else getting the internal notifications in Smartsheet?

I'd be happy to take a quick look.

Can you maybe share the sheet(s)/copies of the sheet(s)? (Delete/replace any confidential/sensitive information before sharing) That would make it easier to help. (share too, andree@workbold.com)

Kenny Brock

Hello Andee,

Yes they are getting sent to our business domain - checked with our email people again today and they confirm its not a problem their end.

I am receiving the alerts but no one else is - although they started working again yesterday but had stopped again by this morning. Very random!

Happy to share you the file if you are able to have a look?