Hi all,

I want to say thank you for your feedback, and for filling out the Product Enhancement Request form with your concerns. I have also been sending your feedback from this thread to our Product team, so they're aware of the ways that this change is currently impacting your companies.

This change was influenced directly by customer feedback about low read and response rates to their alerts and requests. We dug into the issue and found that the impersonal nature of the generic “Smartsheet Automation” name was a key contributor to that problem.

Up until this release, the generic “Smartsheet Automation” name in the From field has made it more likely that recipients will not respond to or simply ignore alerts, reminders, and requests when they’re sent via email. This is particularly true for people who don’t use Smartsheet (or only do so infrequently).

In regards to now suddenly receiving a number of replies to these alerts, please keep in mind that the reply-to address for automated update and approval requests until this change was “automation@smartsheet.com”. That meant that replies to request emails were sent to an unmonitored account, and were not seen by anyone in your company. This change ensures that questions or comments about a request are now seen and can be responded to.

Please do continue to fill out the Enhancement Request form or discuss different alternatives to your current automations here. If any of you have questions about specific functionality (for example, who's name will show with this type of alert or if these types of changes were made) then please feel free to post here and tag me, with a pictured example of your type of workflow. I will be happy to help identify if that specific workflow has been updated with this change and clarify if there is a new way it will appear in an inbox.

Thank you,

Genevieve