# Smartsheet: Investigating Customer Support Portal Issues

- Impact (vendor’s label): minor
- Status: postmortem
- Started: 2025-06-24 18:43 UTC · Resolved: 2025-06-24 21:33 UTC · Duration: 2.8 h
- Updates: 4 · Affected components: Customer Support Portal, Help and Community - Customer Support Portal
- [Vendor status page: https://stspg.io/qszzgygzxsc5](https://stspg.io/qszzgygzxsc5)
- [Company: Smartsheet](https://rewindex.com/company/smartsheet.md)

## Timeline of updates

- **investigating** 2025-06-24 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.
- **monitoring** 2025-06-24 19:25 UTC: A fix has been implemented and we are monitoring to ensure continued stability.
- **resolved** 2025-06-24 21:33 UTC: This incident has been resolved.
- **postmortem** 2025-06-24 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.


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Canonical: https://rewindex.com/company/smartsheet/incidents/83y67yn7jbj6 · Markdown: https://rewindex.com/company/smartsheet/incidents/83y67yn7jbj6.md · JSON: https://rewindex.com/api/v1/companies/smartsheet/incidents/83y67yn7jbj6 · Generated 2026-10-18T09:54:04.536Z