I've had a case open for like three weeks now with nothing but the initial autoresponder response saying Smartsheet would get back to me as soon as possible. I've replied a couple times to try and get a response with no luck.
After two weeks, I also tried contacting Sales and one of the random Smartsheet marketing email contacts that I've gotten, but no response there either. I can't find if we have a specific account executive. There's someone listed as the account customer success person on the support case, but she's never contacted me and her email isn't listed on the case and I can't find it online. Also, her LinkedIn states that she does accounts in Italy, Spain, Africa, and the Middle East while our account is based out of North America, so that seems wrong.
We have a paid plan with web ticket support, and this seems like an excessively long period of time with no response. Is this normal? It's extremely frustrating! Does anyone have any tips on getting a response or finding out how to contact your account team to have them escalate it?