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Smartsheet: Investigating Customer Support Portal Issues

Affected components: Customer Support PortalHelp and Community - Customer Support Portal

Timeline of updates

1. investigating2025-06-24 18:43 UTC

   We are currently investigating some customer reports of issues using the Customer Support Portal. This issue is related to a third party service and has no impact on the core Smartsheet platform. Customers can submit cases via https://help.smartsheet.com/contact/smartsheetapp in the meantime. We will continue to provide frequent updates as we work towards resolution.

2. monitoring2025-06-24 19:25 UTC

   A fix has been implemented and we are monitoring to ensure continued stability.

3. resolved2025-06-24 21:33 UTC

   This incident has been resolved.

4. postmortem2025-06-24 23:53 UTC

   On June 24, 2025, at 11:22 AM PST, the customer support portal experienced downtime for approximately 64 minutes due to a Salesforce deployment. The portal became accessible again at 12:26 PM PST, following the completion of the deployment. During the downtime, from 11:22 AM to 12:26 PM PST, users were unable to access, create, or edit support cases. However, the core Smartsheet application continued to operate without any interruptions during this time.

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Smartsheet profile · Recent Smartsheet incidents · Markdown · JSON