# Investigating Customer Support Portal Issues

- Provider: [Smartsheet](https://down.guide/smartsheet)
- Level: confirmed
- Impact: Degraded
- lasted 2h 50m
- started 2025-06-24 18:43 UTC
- Customer Support Portal
- id: DWN-27aad1d36d
- Official page: https://stspg.io/qszzgygzxsc5

## Updates from Smartsheet
### 2025-06-24 18:43 UTC: investigating
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.

### 2025-06-24 19:25 UTC: monitoring
A fix has been implemented and we are monitoring to ensure continued stability.

### 2025-06-24 21:33 UTC: resolved
This incident has been resolved.

### 2025-06-24 23:53 UTC: postmortem
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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