Get online Help and support

Smartsheet provides information and resources to support you as you collaborate and explore more advanced options.

You can find information and solutions to common questions in two locations:

• The Help and Learning Center: Find Help articles, training, and more. 
• The Smartsheet Community: Engage with fellow users and find solutions to common questions or product-related issues.

Paid Smartsheet users (licensed users on the Legacy Collaborator Model or Members on the User Subscription Model) on a Trial, Pro, Business, or Enterprise plan can submit a ticket and get technical support on the customer support portal. See the relevant Primary support location table below for other users.

If you can’t access the support portal, it's possible that your current plan doesn’t include access. Please check your plan for details.

The Help Center, Smartsheet Community, and customer support portal are available 24/7.

Customer support portal

The customer support portal provides an easy access point to the different support offerings available to you. See the Overview of support resources article for more details about the offerings.

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Depending on your support package, you can:

• Find answers: Enter your issue or question in the search box, and then press ENTER.
• Share details to get help with something specific: Select Open a new support case.
• Review ongoing cases: If you’ve submitted a support case, you’ll see it under Cases. All of your cases are in one place, and you can sort the list by subject, status, date, and more.
• Schedule a Pro Desk session: At the top of the portal, select Pro Desk. Learn more about Pro Desk.

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

1. Go to the customer support portal. 
2. Under Cases, select a case number to open the case details page for that case.
3. Under Case Collaborators, enter the full name or email address of the person in your organization who you want to add to the case. 
4. Select Add.
5. 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. 

*Case collaborators can open their own 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. 

Primary support location for users

See the information below that matches your plan’s model. 

If you're unsure about your model type, learn how to determine the model your plan is on.

Primary support location for users: User Subscription Model

Primary support location for users: Legacy Collaborator Model

If you don’t have a Smartsheet account, please use the appropriate form to report issues or request help.
 

Support forms

Billing and accounts

Have questions about accounts, billing, or invoices? Please use the Get Help with a Billing or Account Request form.