邮件内容是否支持回应?

Laurie Berryman
Laurie Berryman ✭✭
edited 12/09/19 inSmartsheet Basics

I have been using Smartsheets for about a year and don't seem to have much luck getting any response from Smartsheet support via email. Recently noted when they introduced multi select drop downs that the dropdown fields do not appear when you use the gmail add on. Reported this to Smartsheet via email seeking a solution and it got no response. After more than a week received the automatically generated email below? Is this normal?

SUPPORT CASE NUMBER: 03569478

Thank you for contacting Smartsheet Support.

Due to (unexpected) higher than anticipated customer requests, we have been unable to respond to your recent inquiry in a timely manner. We apologize for this and we are working to implement several improvements to prevent a similar situation going forward.



If you are still experiencing this issue, please reply to this email and we will immediately prioritize your case and respond as quickly as possible.



We also encourage you to try one of our self-service support options:

Tags:
· Share on Facebook Share on Twitter

Comments

  • Lachlan Stead
    Lachlan Stead ✭✭✭✭✭✭
    edited 10/20/19

    Been getting the same thing with no response. They need to improve their support services dramatically.

    · Share on Facebook Share on Twitter
  • Andy H
    Andy H ✭✭✭

    My experiences are the same. As the use of Smartsheet grows within our company and we rely on it for more applications, the need to be able to access prompt support is increasing.

    We don't have many problems, but when we do it would be helpful to receive a prompt resolution.

    · Share on Facebook Share on Twitter
  • njs
    njs ✭

    I agree there support is really poor. I also use Hubspot and their support si out of the world. Its time smartsheet learns someting from hubspot.

    · Share on Facebook Share on Twitter

Categories

@Steve_Mitchell<\/a>, thank you! I just filed a ticket. i appreciate your help.<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":207,"urlcode":"Sales","name":"Sales"},{"tagID":281,"urlcode":"Support","name":"Support"},{"tagID":446,"urlcode":"update-requests","name":"Update Requests"}]},{"discussionID":106894,"type":"question","name":"How to Count a value in a drop down \/ multi-selection list?","excerpt":"Hi, I'm wanting to count the total amount time this value \"VAVE\" is being assigned to a drop down column. I'm using a summary sheet to collect this data using formulas. So in the request type column(drop down list) I want the total in this sheet. I also want a total by the Brand. I keep getting an incorrect number, like 48…","categoryID":321,"dateInserted":"2023-06-26T15:09:07+00:00","dateUpdated":"2023-06-26T15:09:27+00:00","dateLastComment":"2023-06-26T20:54:24+00:00","insertUserID":162246,"insertUser":{"userID":162246,"name":"Shawn_K2","url":"https:\/\/community.smartsheet.com\/profile\/Shawn_K2","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!nPFlXyflhuI!uj8vZ9JIm_o!1axowkoO9t8","dateLastActive":"2023-06-26T20:56:17+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":162246,"lastUserID":116407,"lastUser":{"userID":116407,"name":"Darren Mullen","title":"","url":"https:\/\/community.smartsheet.com\/profile\/Darren%20Mullen","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/9WIC1TB7AJQT\/nP1GU5H4ITA1P.png","dateLastActive":"2023-06-27T04:13:24+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭✭✭✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":7,"countViews":58,"score":null,"hot":3375609211,"url":"https:\/\/community.smartsheet.com\/discussion\/106894\/how-to-count-a-value-in-a-drop-down-multi-selection-list","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/106894\/how-to-count-a-value-in-a-drop-down-multi-selection-list","format":"Rich","tagIDs":[254],"lastPost":{"discussionID":106894,"commentID":382446,"name":"Re: How to Count a value in a drop down \/ multi-selection list?","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/382446#Comment_382446","dateInserted":"2023-06-26T20:54:24+00:00","insertUserID":116407,"insertUser":{"userID":116407,"name":"Darren Mullen","title":"","url":"https:\/\/community.smartsheet.com\/profile\/Darren%20Mullen","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/9WIC1TB7AJQT\/nP1GU5H4ITA1P.png","dateLastActive":"2023-06-27T04:13:24+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭✭✭✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Using Smartsheet","url":"https:\/\/community.smartsheet.com\/categories\/using-smartsheet"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"image":{"url":"https:\/\/us.v-cdn.net\/6031209\/uploads\/LKT88AUTSMAT\/image.png","urlSrcSet":{"10":"","300":"","800":"","1200":"","1600":""},"alt":"image.png"},"attributes":{"question":{"status":"accepted","dateAccepted":"2023-06-26T16:54:33+00:00","dateAnswered":"2023-06-26T16:44:18+00:00","acceptedAnswers":[{"commentID":382355,"body":"

@Shawn_K2<\/a> UGH I make a mistake. I copied your formula without looking at it close enough 😜<\/span><\/p>


<\/p>

try =COUNTIFS({CPR Request Type}, HAS(@cell, \"VAVE\"))<\/p>"},{"commentID":382446,"body":"

@Shawn_K2<\/a> <\/p>

=COUNTIFS({CPR Request Type}, HAS(@cell, \"VAVE\"), {CPR Brand}, HAS(@cell, \"ING\"))<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":254,"urlcode":"Formulas","name":"Formulas"}]},{"discussionID":106815,"type":"question","name":"Create a dashboard to display a count of multiple cell entries","excerpt":"I am struggling (absolutely newbie) to create a dashboard that will count all the individual certifications, and all the professional certifications and all the in progress certifications - attached is a screenshot - can anyone help?","categoryID":321,"dateInserted":"2023-06-23T08:49:25+00:00","dateUpdated":null,"dateLastComment":"2023-06-27T08:52:42+00:00","insertUserID":162670,"insertUser":{"userID":162670,"name":"GRoberts","title":"Mr","url":"https:\/\/community.smartsheet.com\/profile\/GRoberts","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-27T08:52:22+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":null,"lastUserID":162670,"lastUser":{"userID":162670,"name":"GRoberts","title":"Mr","url":"https:\/\/community.smartsheet.com\/profile\/GRoberts","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-27T08:52:22+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":6,"countViews":42,"score":null,"hot":3375369727,"url":"https:\/\/community.smartsheet.com\/discussion\/106815\/create-a-dashboard-to-display-a-count-of-multiple-cell-entries","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/106815\/create-a-dashboard-to-display-a-count-of-multiple-cell-entries","format":"Rich","lastPost":{"discussionID":106815,"commentID":382488,"name":"Re: Create a dashboard to display a count of multiple cell entries","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/382488#Comment_382488","dateInserted":"2023-06-27T08:52:42+00:00","insertUserID":162670,"insertUser":{"userID":162670,"name":"GRoberts","title":"Mr","url":"https:\/\/community.smartsheet.com\/profile\/GRoberts","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-27T08:52:22+00:00","banned":0,"punished":0,"private":false,"label":"✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Using Smartsheet","url":"https:\/\/community.smartsheet.com\/categories\/using-smartsheet"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"image":{"url":"https:\/\/us.v-cdn.net\/6031209\/uploads\/AIA1FR735DQ8\/screenshot-2023-06-23-at-09-49-05.png","urlSrcSet":{"10":"","300":"","800":"","1200":"","1600":""},"alt":"Screenshot 2023-06-23 at 09.49.05.png"},"attributes":{"question":{"status":"accepted","dateAccepted":"2023-06-27T08:52:20+00:00","dateAnswered":"2023-06-26T16:21:51+00:00","acceptedAnswers":[{"commentID":382338,"body":"

You don't HAVE to, but I generally create a dedicated metrics sheet mainly because I have a lot of separate calculations I want to run and display (typically).<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[]}],"initialPaging":{"nextURL":"https:\/\/community.smartsheet.com\/api\/v2\/discussions?page=2&categoryID=341&includeChildCategories=1&type%5B0%5D=Question&excludeHiddenCategories=1&sort=-hot&limit=3&expand%5B0%5D=all&expand%5B1%5D=-body&expand%5B2%5D=insertUser&expand%5B3%5D=lastUser&status=accepted","prevURL":null,"currentPage":1,"total":5411,"limit":3},"title":"Trending in Using Smartsheet","subtitle":null,"description":null,"noCheckboxes":true,"containerOptions":[],"discussionOptions":[]}">

Trending in Using Smartsheet

  • Paid for ProSupport but can't access it

    I upgraded my business plan to include pro support. However, there are no phone numbers listed under the Contact Us section. My only option is to file a support ticket. On 6/5, I emailed Daniel Tiner, the sales rep who completed the purchase for me. I have not received a response. This is very frustrating as I paid for the…

  • How to Count a value in a drop down / multi-selection list?

    Hi, I'm wanting to count the total amount time this value "VAVE" is being assigned to a drop down column. I'm using a summary sheet to collect this data using formulas. So in the request type column(drop down list) I want the total in this sheet. I also want a total by the Brand. I keep getting an incorrect number, like 48…

  • Create a dashboard to display a count of multiple cell entries

    I am struggling (absolutely newbie) to create a dashboard that will count all the individual certifications, and all the professional certifications and all the in progress certifications - attached is a screenshot - can anyone help?