Review the different types of support available for you.
USM Content
Some support options are available to all Smartsheet users, and others are part of specific plan types and offerings. If you aren’t sure what’s available to you, see Get online Help and support for more information.
Support packages
See which offerings are included in each of the support packages. For more information, see Smartsheet Support.
If you’re not sure which support package your organization has, ask your Smartsheet System Admin or contact your Customer Success Representative.
Standard Support Package
The Standard Support Package is included for free in the Enterprise plan and includes:
- Self-paced learning with Smartsheet University
- 24/7 global phone support
- 24/7 web-based ticketing support through the support bot (available in app and from the customer support portal)
- In-app chat powered by AI to get information from relevant help articles without leaving Smartsheet (not available in Brandfolder App)
Professional Support Package
The Professional Support Package (Pro Support) includes:
- One-on-one coaching sessions with Pro Desk
- Self-paced learning with Smartsheet University
- 24/7 global phone support
- 24/7 web-based ticketing support through the support bot (available in app and from the customer support portal)
- In-app chat powered by AI to get information from relevant help articles without leaving Smartsheet (not available in Brandfolder App)
Premium Support Package
The Premium Support Package includes:
- Prioritization in the support queue
- 24/7 live chat (accessible via the support bot)
- First Response Time within 2 hours *Limitations apply
- One-on-one coaching sessions with Pro Desk
- Self-paced learning with Smartsheet University
- 24/7 global phone support
- 24/7 web-based ticketing support through the support bot (available in app and from the customer support portal)
- In-app chat powered by AI to get information from relevant help articles without leaving Smartsheet (not available in Brandfolder App)
Support offering details
24/7 web-based ticketing support through the support bot (available in app and from the customer support portal)
You can contact support and open tickets (cases) through the support bot in app or from the customer support portal. After you’ve opened a case, go to the customer support portal to provide additional information, share details with a colleague, and track support cases until they’re closed.
See Get online Help and support to learn more about the customer support portal and who can use it.
Web-based ticketing support is available in English, French, German, Italian, Japanese, Portuguese, and Spanish.
24/7 global phone support
Call whenever you need help with an issue. To see if your plan includes phone support:
- Open Smartsheet and select Account > Plan Info.
If you're eligible for phone support, you can see Call 24x7 Support at the bottom of the Account Administration window. Select it to see a list of phone numbers.
Global phone support is available in English and German.
Smartsheet University self-paced learning
Self-paced learning covers topics for all levels of learning. If Smartsheet University is part of your support package, sign in to find our catalog of self-paced courses.
All users can access self-paced courses to administer a User Subscription Model account with their Smartsheet credentials—no additional subscription is required.
Pro Desk
Pro Desk is a support resource that is included in the Premium Support Package and Professional Support Package. If your plan includes Pro Desk, you can schedule one-on-one coaching sessions with a Smartsheet expert at a convenient time. Pro Desk sessions are available to schedule 24 hours a day, 5 days a week (excluding weekends and local major holidays).
24/7 Live chat with agent
Live chat with our support agents is included only in the Premium Support Package. If your plan includes live chat, you can receive help in real time from our live chat support agents via the support bot.
To use chat from anywhere in Smartsheet:
- In the left rail, select the Help icon, and then select Contact support.
- Enter your question or topic, and then select the Start conversation button.
Our support agents can provide assistance in the following languages: English, French, German, Italian, Japanese, Portuguese, and Spanish.
In-app chat powered by AI
If your plan includes the help tool, you can ask questions and receive answers generated from help articles without leaving Smartsheet.
To use the help tool from anywhere in Smartsheet:
- In the left rail, select the Help icon, and then select Get help with AI.
- To get started, select one of the common questions or enter your question at the bottom and press ENTER.
Learn more about the tool and how to find relevant answers.
The in-app chat powered by AI isn’t available in the Brandfolder App.
Continuous monitoring and status updates
The Smartsheet operations team monitors the service 24 hours a day, seven 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 receives regular updates.
To receive immediate notifications about issues or planned events, select Subscribe to Updates at the top of the page.
Smartsheet Help and Learning Center
Find help articles, training, and more in the Help and Learning Center.
Help articles are available in English, French, German, Italian, Japanese, Portuguese, and Spanish.
Smartsheet Community
Engage with fellow users and find solutions to common questions or product-related issues in the Smartsheet Community.
The Smartsheet Community is available in English, French, German, Italian, Japanese, Portuguese, and Spanish.
Support bot
You can get answers quickly in the support bot from the customer support portal or anywhere in Smartsheet.
Use the in-app support bot to get answers to your questions or contact support without leaving Smartsheet:
- In the left rail, select the Help icon, and then select Contact support.
- Enter your question or topic, and then press ENTER.
The support bot is available in English, French, German, Italian, Japanese, Portuguese, and Spanish.
If you’re interested in ongoing technical guidance from Smartsheet experts, learn more about Professional Services.