Investigating Customer Support Portal Issues

What to do

• Check whether you use Smartsheet Customer Support Portal. Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 2h 50m it lasted.

  Anything that failed between 2025-06-24 18:43 UTC and 2025-06-24 21:33 UTC may need a replay.

• Subscribe to Smartsheet's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=smartsheet works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Smartsheet 4

1. investigatingJun 24, 2025, 6:43 PM 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.

   provider

2. monitoringJun 24, 2025, 7:25 PM UTC

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

   provider

3. resolvedJun 24, 2025, 9:33 PM UTC

   This incident has been resolved.

   provider

4. postmortemJun 24, 2025, 11:53 PM 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.

   provider

Corrections

None so far.

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