You can find information or contact support via the support bot, manage support tickets, and schedule Pro Desk training.
USM Content
The customer support portal provides an easy access point to your different support offerings. See the Overview of support resources article for more details about the offerings. If you aren’t sure whether you can use the customer support portal, check the Get online Help and Support article.
You can use the customer support portal to ask billing questions. Enter your question in the search bar.
Find information or file a support ticket
- Go to http://supportportal.smartsheet.com/.
- Log in.
- Enter your issue or question in the search box and then press ENTER.
- Review the Help articles that might solve your issue. Select Chat with support if you don’t find the answer you need or can’t resolve your issue. You can enter more details or type “contact support.”
Leave a comment or respond to an open support ticket
- Select the ticket you want to work with on the portal home page.
- Select Share an update.
- Enter your comment, response, or question.
- Select Share.
You can continue to use email to communicate with our support team as you work to resolve an open issue, but changing your email address in the Customer Support Portal will not change the email associated with your Smartsheet account. You can change your email address in account settings. Learn more in Adjust your personal account settings.
Share support case details
The Cases section of the customer support portal shows a list of cases. If you want to share case details with someone in your organization, you can add them as a case collaborator.
Add a case collaborator
- Go to the customer support portal.
- Under Cases, select a case number to open the case details page for that case.
- Under Case Collaborators, enter the full name or email address of the person in your organization you want to add to the case.
- Select Add.
- They receive an email with case details and a link directly to the case.
After you add collaborators, tag them with @mentions in your posts to notify them.
| Capability | Person who submitted the case | Case collaborator |
|---|---|---|
| Open the case | Yes | N/A* |
| View the case details | Yes | Yes |
| Edit the case details | Yes | No |
| Add comments | Yes | Yes |
| Add case collaborators | Yes | No |
| Remove case collaborators | No** | No |
*Case collaborators can open their cases at any time. They are the person who submitted the case for those cases.
**You need to submit a support case to remove a case collaborator.
If your case has been closed for an extended period, you may need to create a new support ticket.
Schedule a Pro Desk session
Pro Desk offers practical one-on-one or small-group coaching sessions with a Smartsheet expert.
- Get started: At the top of the portal, select Pro Desk.
- Learn more: Pro Desk.