Your access to specific support channels depends on your plan and support package.
USM Content
Support package comparison
Feature | Base (Free for everyone) | Standard (Included in Enterprise) | Premium (Add-on to Business and Enterprise) |
|---|---|---|---|
In-App Support Bot | Yes | Yes | Yes |
24/7 Web Ticketing | Yes | Yes | Yes |
In-App Chat Powered by AI | Yes | Yes | Yes |
Smartsheet University | Yes | Yes | Yes |
24/7 Live Agent Chat | Yes | Yes | Yes |
24x7 Global Phone Support
| No | Yes | Yes |
Pro Desk | No | No | Yes |
First Response SLA | No | No | Yes |
What each support channel offers
Each channel provides different support options; find the details for each one below.
In-app support bot
Route your inquiries through the in-app support bot for initial assistance, case creation, and community access.
- Available in: English, French, German, Italian, Japanese, Portuguese, Spanish
24/7 web-based ticketing
Submit technical issues through the support portal or in-app support bot. Track case status, add updates, and collaborate with colleagues on a single ticket.
- Available in: English, French, German, Italian, Japanese, Portuguese, Spanish
In-app chat powered by AI
Real-time, automated assistance directly at Smartsheet. This service is distinct from the In-App Support Bot and the 24x7 Live Chat Agent Support offering.
Currently unavailable in the Brandfolder App.
Smartsheet University
Self-paced learning tracks and training designed to build proficiency in Smartsheet. All users can access system administration courses at no additional cost.
Visit https://smartu.smartsheet.com/
24/7 live agent chat
Real-time support from a live agent. Accessible via the support bot in-app.
- Select the Help icon in the left navigation bar
- Select Chat with support
Available in: English, French, German, Italian, Japanese, Portuguese, Spanish.
24/7 global phone support
Reach a support agent by phone. Find your regional number in the Smartsheet app:
- Select Account > Plan Info
- Select Call 24x7 Support at the bottom of the window.
Available in: English, German.
Pro Desk
Pro Desk provides unlimited one-on-one 30-minute coaching sessions with Smartsheet experts to accelerate setup time and get advice on Smartsheet best practices. Available 24/5 globally.
First response SLA
Guaranteed response to your tickets, live chat, or phone calls within two hours; if not, you get credit back.
See Service Level Agreement limitations.
Don't know your support package?
Contact your Smartsheet System Admin, Customer Success Representative, or Sales team to confirm what your organization has purchased.
Professional services
For ongoing technical guidance beyond support channels, explore Professional Services.