The support options available to you—including service levels for those options—will depend on a few factors: your plan and user type, whether you are a licensed user, and the specific service contract your organization has with Smartsheet.
For additional information about available support services by plan type, please review the “Services” section of Smartsheet Features by Plan.
Not sure what plan type you have or whether you have a license? See Identify Your Smartsheet Plan and User Type. For additional information on support offerings for your specific plan, please refer to your contract.
Hours of Operation
For most customers, Smartsheet Support is available 24 hours a day, 7 days a week through the Support contact form on the Help and Learning website.
To start a support request through email, visit the Support Contact page.
Phone support is limited to specific plan types and offerings. To see if your plan includes phone support, open the Smartsheet Application, and click Account > Plan Info. If you are eligible for phone support, you'll see the phone numbers listed at the bottom of the Account Administration window.
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, seven days a week, subject to specialist availability. To determine if your organization has purchased Pro Desk, please contact your Smartsheet System Administrator.
More information on Pro Desk here.
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, please 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
Note that you can also find information in these self-service resources which are available 24 hours a day: