Our account has been broken since Aug 13. Every cross-sheet reference returns
#REF, dashboards cannot reach their source reports, and creating a new
reference fails outright. 94 sheets and 11 dashboards are affected, and the
work that depends on them is blocked.
Case #09786267 was opened on Aug 14. Since then:
Aug 14 opened
Aug 18 still "New" with nobody assigned. We uploaded a detailed write-up
and screenshots, and it moved to "In Progress"
Aug 24 still no engineer assigned, still no reply
That is ten days. Smartsheet's own Support Policy states a 7 calendar day
initial response target for Base support, which is what a Business plan
includes. We are three days past that target.
We have also received zero case notification emails in that entire period -
no confirmation when it was opened, no notice when the status changed. We only
see changes by opening the portal and checking manually.
Two questions for anyone with experience here:
- Is a ten day wait with no assigned engineer normal for Business plan
support? We are trying to decide whether to keep waiting or find another
route. - Is there any way to reach a person at Smartsheet on this plan? Live chat
and phone appear to require Standard or Premium support.
Any advice would help. Thank you.
