Have a Support Portal instead of email so you are able to monitor and lookup status as well as view previous tickets. In addition, it would be helpful to be able to tag others to view and monitor within the portal
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Email support is HUGE. We always have email open in the background. In three clicks I can send a rich text ticket, with images and attachments directly to support@somecomapny.com is universal. These tickets can easily be filtered against exact email addresses (assigned licenses) or domains.
Web based forms however are a PITA. Having to log in, find the page if it isn't bookmarked, go through all the pulldowns- wasting 5 minutes on an email to report a bug, or request a feature, or moreso to request support for an issue new users may not be able to categorize in the pulldowns on the ticket!
The "browse" button was recently changed to go through a recent workspaces menu and requiring a second click on "browse all" before actually bringing up the browse menu sidebar. This change is unintuitive as there is a "recents" button right below the browse button and for anyone who regularly uses more than 6 workspaces…
The new pop up menus in the left navigation tabs is not really efficient. it would be nice to have the option to turn off that pop up menu to be sent directly to favorites or browse instead of the pop up menu.
I had Technical Support Case #09045069 in relation to this issue. I was told to get the API documents corrected, I needed to post to here. Update API Documentation Some (all?) of the API calls related to Alternate Email Addresses require both an Enterprise Account and to be manually activated by Smartsheet Support. The API…
