Applies to
Overview of Smartsheet support resources
Review the different types of support available for you.
Who can use this?
Plans:
- Smartsheet
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 global online support with the customer support portal
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 global online support with the customer support portal
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 global online support with the customer support portal
- In-app chat powered by AI to get information from relevant Help articles without leaving Smartsheet
Support offering details
24/7 global online support
The customer support portal is a centralized location where customers can open support cases, provide additional information to their cases, and track their support cases until closed. Customers can also use the portal to find self-service knowledge articles to solve their own support-related questions. See Get online Help and support to learn more about the customer support portal and who can use it.
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.
You'll see Call 24x7 Support at the bottom of the Account Administration window if you're eligible for phone support. Select it to see a list of phone numbers.
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.
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
Live chat is included only in the Premium Support Package. If your plan includes Live chat, you can receive help in real time with 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.
In-app chat powered by AI
In-app chat powered by AI is included only in the Premium Support Package. 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.
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 gets regular updates. If you want immediate notification about issues or planned events, select Subscribe to Updates at the top of the page.
Smartsheet Help
Find Help articles, training, and more in the Help and Learning Center.
Smartsheet Community
Engage with fellow users and find solutions to common questions or product-related issues in the Smartsheet Community.
In-app support bot
Get answers to your questions or contact support without leaving Smartsheet.
To use the support bot 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.
If you’re interested in ongoing technical guidance from Smartsheet experts, learn more about Professional Services.