Applies to
Overview of Smartsheet support hours and resources
Review the different types of support available for you.
Customer Support Portal
The Customer Support Portal is a centralized location where customers can open support cases, provide additional information to their case, and track their support cases until closed. Customers can also use the portal to find self-services knowledge articles to solve their own support related questions.
24/7 Global Phone Support
Phone support is limited to specific plan types and offerings. To see if your plan includes phone support, open Smartsheet and select Account > Plan Info.
If you’re eligible for phone support, you'll see the phone numbers listed at the bottom of the Account Administration window.
Standard Support Package
Included for free with the Enterprise Plan, the Standard Support Package includes continuous training with Smartsheet University self-paced learning and 24x7 Global Phone Support. If you have the Standard Support Package, you can get with our catalog of self-paced courses by signing into Smartsheet University.
Professional Support Package
The Professional Support Package (Pro Support) includes Smartsheet University self-paced learning, one-on-one coaching sessions with Pro Desk, and 24x7 Global Phone Support.
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Pro Desk
Pro Desk is a support resource that is included in the Professional Support Package. If your plan includes Pro Desk, you can schedule one-on-one coaching sessions with a Smartsheet expert at a time that’s convenient for you. Pro Desk sessions are available to schedule 24 hours a day, 5 days a week (excluding weekends and local major holidays).
To determine if your organization has purchased the Professional Support Package, contact your Smartsheet System Administrator or contact your Customer Success Representative.
Technical Account Managers
Get expert help when you need it. Smartsheet Technical Account Manager (TAM) is your named point of contact for escalations and incident management. Your Smartsheet TAM has first-hand knowledge and documentation of your unique implementation, and has established lines of communication into Smartsheet development and operations teams.
TAM Enhanced
TAM Enhanced includes all TAM services with the additional services of process optimization, solution enhancements, lightweight solution builds, and proactive solution monitoring. The TAM Enhanced experts manage and optimize the customer’s mission critical solutions, make critical solution enhancements, and builds new lightweight solutions.
Continuous monitoring and status updates
The Smartsheet operations team monitors the service 24 hours a day, 7 days a week. To stay aware of critical issues, service outages, and planned maintenance for the Smartsheet app and its related services, see the Smartsheet Status page. This resource is updated regularly—if you want immediate notification about issues or planned events, use the Sign Up for Automatic Updates capability on that page.
Additional support resources
You can find information in these self-service resources 24 hours a day: