Changes / Smartsheet / Salesforce connector is experiencing intermittent issues
Smartsheet: Major incident: Salesforce connector is experiencing intermittent issues
Summary
Smartsheet reported a major degradation affecting the Salesforce Connector and support case creation in the Customer Support Portal from 2026-09-16 10:36 UTC to 2026-09-16 21:02 UTC, lasting 10 h 26 min. The vendor attributed intermittent errors to an upstream CRM provider outage affecting instance stability and API availability across multiple regions; both services were fully restored.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
What changed
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After: Salesforce connector is experiencing intermittent issues
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After: major
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After: postmortem
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After: 2026-09-16 10:36 UTC
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After: 2026-09-16 21:02 UTC
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After: Connectors - Salesforce Connector, Customer Support Portal, Help and Community - Customer Support Portal, Salesforce Connector
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After: We are currently investigating this issue. Services related to Support ticket creation may also expericence issues.
Our team is actively working on a resolution and will share updates until the issue reaches monitoring status.
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After: This issue has been identified and a fix is being implemented in coordination with our partners.
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After: A fix rollout is in progress. We will continue to provide updates as we monitor impact.
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After: We are observing stability being restored for the Salesforce Connector and creating Support Cases through the Customer Support Portal. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.
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After: We are observing continued stability for the Salesforce Connector and Customer Support Portal. We will continue to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.
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After: The Salesforce Connector and Customer Support Portal functionality have been fully restored and are operating normally. The incident is now resolved.
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After: On September 16th, 2026, starting at approximately 3:36 AM PDT, customers began experiencing intermittent errors with the Salesforce Connector and with creating cases through the Customer Support Portal. The issue was caused by a widespread outage at our upstream CRM service provider, which affected instance stability and API availability across multiple regions.
Our team began monitoring the provider's status closely once impact was confirmed and worked in parallel with them as they rolled out a fix fleetwide. The rollout proceeded in stages and needed to be reapplied to a subset of instances before it fully took hold, which is why customers continued to see intermittent errors throughout the morning even as conditions improved. By 11:51 AM PDT we were observing sustained stability, and our upstream provider confirmed full resolution on their end at approximately 11:59 AM PDT. We confirmed the Salesforce Connector and Customer Support Portal were fully restored and operating normally by 2:02 PM PDT.
Some customers who had connectors actively refreshing credentials during the outage window may have been left with an expired authentication token as a residual effect, since our provider's authentication endpoint was also impacted. Affected customers can resolve this by reconnecting the Salesforce Connector to obtain a fresh token and re-enabling any workflows that were disabled as a result.
First version of this incident archived by Rewindex. View the live incident.
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Salesforce connector is experiencing intermittent issues (this change) Smartsheet reported a major degradation affecting the Salesforce Connector and support case creation in the Customer Support Portal from 2026-09-16 10:36 UTC to 2026-09-16 21:02 UTC, lasting 10 h 26 min. The vendor attributed intermittent errors to an upstream CRM provider outage affecting instance stability and API availability across multiple regions; both services were fully restored. | Major incident |
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