The Smartsheet Customer Support Portal is HERE!
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.
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
Comments
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I click on it and it tells me I can't access it? Not very helpful
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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
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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.
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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
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The portal link is not working.
Meg Young, MS, PMP, CSM (Pronouns: she, her, hers)
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Hi @Meg Y
I hope you're well and safe!
It's working for me. Do you get an error message?
I hope that helps!
Be safe, and have a fantastic weekend!
Best,
Andrée Starå | Workflow Consultant / CEO @ WORK BOLD
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SMARTSHEET EXPERT CONSULTANT & PARTNER
Andrée Starå | Workflow Consultant / CEO @ WORK BOLD
W: www.workbold.com | E:[email protected] | P: +46 (0) - 72 - 510 99 35
Feel free to contact me about help with Smartsheet, integrations, general workflow advice, or something else entirely.
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Meg Young, MS, PMP, CSM (Pronouns: she, her, hers)
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Hi @Meg Y
This error can sometimes be specific to browser cache/cookies. Would you mind trying to access the Portal from an Incognito window or a different browser to see if this resolves the issue?
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Opened an Incognito window, click on portal link, and it opens to the help & learning page:
Troubleshooting: Unable to access the Smartsheet support portal
Meg Young, MS, PMP, CSM (Pronouns: she, her, hers)
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@Meg Y thank you for providing the URL! The Portal team will look into this.
In the meantime, please use the Support Form linked in that Help Article to submit any tickets.
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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.
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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
