The Smartsheet Customer Support Portal is HERE!

Shawn M.

Hi Community, 

We are excited to announce the new Customer Support Portal.

Now, you will have one location to open support cases, provide additional information to your support case, and track your support cases until closed. The portal also includes a search function so that you can search for knowledge articles related to your common support questions.  

The Customer Support Portal is available for all paid users, non-paid users associated with an account, internal collaborators & WorkApps collaborators.

For additional information on the features found in the Customer Support Portal, please review the article How to use the Customer Portal in our Help and Learning Center.

https://help.smartsheet.com/articles/2482718-support-portal?_gl=1*1regrc7*_ga*MTM0NDI2NzIwMy4xNjYxNTIwMDkx*_ga_ZYH7XNXMZK*MTY2NzM5MTA3NS43My4xLjE2Njc0MTE1MTguMy4wLjA.&_ga=2.205906267.954506821.1667134302-1344267203.1661520091

We hope that the new Customer Support Portal will provide you with a seamless, end-to-end, self-service support experience. 

Don't forget you can also stay informed by subscribing to receive product release updates for curated news of recently released product capabilities and enhancements for the platform of your choosing, delivered to your inbox. As new releases occur, you will receive a daily email with news of what's released. (Emails will only send daily, Monday-Friday, as new releases are available).

We look forward to hearing from you!

Shawn + the Smartsheet Support Team

Odin Star Industries

I click on it and it tells me I can't access it? Not very helpful

Genevieve P.

Hi @Odin Star Industries

The Portal is available to members of a paid plan. If you believe you should have access to the customer support portal or are receiving an error when attempting to log into the portal, please use the Contact Us form! (See: Troubleshooting: Unable to access the Smartsheet support portal.)

Thanks,

Genevieve

Odin Star Industries

I have a paid plan--when I click the login button for the portal, it just takes me to the dashboard page of my smartsheet pages. When I try to use the "Contact Us" form--there's no combination of categories from the drop down that says anything about an inability to log into the portal, so I can't select that as a topic.

Genevieve P.

Hi @Odin Star Industries

Thanks for clarifying. In this case, yes, please do reach out to Support through the form. I would suggest using the dropdown Topic "Login, User, and Group Management" and select "Other" as the Feature.

It would also be helpful for Support to have the exact redirect URL you receive copy/pasted in the description.

Cheers,

Genevieve

knoxvillenate

What are the expectations for support responses? I entered a support ticket on 5/17. It is 5/24/2023 and the ticket has yet to be assigned. I have a Smartsheet PRO license.

Genevieve P.

Hi @knoxvillenate

Support timings are dependent on the Support package purchased along with your plan. While you wait, please feel free to ask your question here in the Community in case other Smartsheet users can help!

Cheers,

Genevieve

Unknown

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Anne B

06456292 has not had any reply and as been open for almost three weeks with customer updates. I expect a response earlier than once a month.

HE245

This portal appears to be broken. I submitted a case, got back an email from SS with a number and when I go into the portal several days later, no ticket—no sign of it whatsoever (and it was never indicated as completed by email or otherwise).

So it would appear that the portal has no idea my ticket exists.

DOES it exist? That's what I'm asking myself now. Do I need to resubmit it through the portal?

Also, sidebar: the Support Portal is not at all easy to get to. Shouldn't there be a link from my app "?" feature or something super fast to get to? Why is it so hidden from view. I have to retrace my Chrome History rabbit holes to find it every time. I'll add it to bookmarks now (which I rarely use for stuff like this because most apps are good at showing how to get help), but I mean this is such a simple thing. Show people how to get help without making them run a click marathon.

Genevieve P.

Hi @HE245

Is there any possibility you have a filter on your list of open cases in the Portal, which is hiding your current one from view?

For example, instead of "Recently Viewed", you could check "My Open Cases":

The Total Case Records at the top should show you 1 if you have one hiding somewhere. Keep in mind that cases transferred out of Support (e.g. to the Training team) may not appear here as they're no longer with Support.

In regards to the Portal link location, this can be seen directly at the top of the Get Help page here in the Community! 🙂 You will need to be signed in to the forum to see the link, since the Portal is only available for Smartsheet customers. This Get Help page is linked to from the ? mark in the application. I hope that helps!

Cheers,
Genevieve

HE245

https://community.smartsheet.com/discussion/comment/450023#Comment_450023

Yeah, that was it. Embarrassing. But also you'd think the default would be All Tickets. 🤷‍♂️