Overview of Smartsheet support hours and resources

Applies to

Smartsheet

24 x7 Global Phone Support

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.

Standard Support Package

The Standard Support Package includes continuous training with Smartsheet University eLearning and 24x7 Global Phone Support. 

Learn more here. 

Professional Support Package (Pro Support) 

The Professional Support Package includes Smartsheet University eLearning, Community, one-on-one coaching sessions with Pro Desk, and 24x7 Global Phone Support. Learn more here. 

Pro Desk

Pro Desk is a support resource that is included in the Professional Support Package ONLY.  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 Pro Desk, please contact your Smartsheet System Administrator. Learn more here. 

More information on Pro Desk here.

Frequently Asked Questions About Pro Desk

How can I tell if I have Professional Support and Pro Desk?

When you sign up for the Professional Support Package, your sales representative will send you a welcome package in an email. This email will include an access code. You’ll need to use the access code when you sign up for your Pro Desk sessions.

The person who receives the welcome package and the access code could be your company’s Smartsheet System Admin or the Smartsheet Main Contact.

I have verified that I have Pro Desk. How do I sign up for a session?

To schedule a Pro Desk session:

  1. Visit this the Smartsheet Pro Desk site at https://www.smartsheet.com/pro-desk.
  2. Click Enter Access Code.
  3. In the Access Code box, type the code provided to you from your Smartsheet sales representative and click Apply.
  4. Choose from the three session options , set your time zone, pick a day and time, fill out the required details.
  5. Click Complete Appointment to finalize your appointment.

Once your session is scheduled: you'll have the option to add an appointment to your calendar so that you remember when your session is scheduled, you'll also receive an email confirmation (look for email from Smartsheet Prodesk with a subject that starts with "New Appointment:").

Technical Account Managers (TAM) 

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.  Find out more (take them to the new Support Services Landing Page) 

TAM Enhanced

TAM Enhanced includes all of the TAM offering and goes even further with  process optimization, solution enhancements, lightweight solution builds and proactive solution monitoring. Our TAM Enhanced experts manage and optimize your mission critical solutions and build new lightweight solutions so that your organization can focus on driving business outcomes. Find out more here (Take them to the new Support Services Landing page )

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:

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.