Smartsheet outage: Salesforce connector is experiencing intermittent issues

Affected components

• Customer Support Portal
• Salesforce Connector

1. postmortemSep 23, 2026, 16:50 UTC

   On September 16th, 2026, starting at approximately 3:36 AM PDT, customers began experiencing intermittent errors with the Salesforce Connector and with creating cases through the Customer Support Portal. The issue was caused by a widespread outage at our upstream CRM service provider, which affected instance stability and API availability across multiple regions. Our team began monitoring the provider's status closely once impact was confirmed and worked in parallel with them as they rolled out a fix fleetwide. The rollout proceeded in stages and needed to be reapplied to a subset of instances before it fully took hold, which is why customers continued to see intermittent errors throughout the morning even as conditions improved. By 11:51 AM PDT we were observing sustained stability, and our upstream provider confirmed full resolution on their end at approximately 11:59 AM PDT. We confirmed the Salesforce Connector and Customer Support Portal were fully restored and operating normal

2. resolvedSep 16, 2026, 21:02 UTC

   The Salesforce Connector and Customer Support Portal functionality have been fully restored and are operating normally. The incident is now resolved.

3. monitoringSep 16, 2026, 18:51 UTC

   We are observing continued stability for the Salesforce Connector and Customer Support Portal. We will continue to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.

4. monitoringSep 16, 2026, 15:31 UTC

   We are observing stability being restored for the Salesforce Connector and creating Support Cases through the Customer Support Portal. We are continuing to monitor it closely to confirm full service stability. We will provide frequent updates until we reach a resolved status.

5. monitoringSep 16, 2026, 12:40 UTC

   A fix rollout is in progress. We will continue to provide updates as we monitor impact.

6. identifiedSep 16, 2026, 11:27 UTC

   This issue has been identified and a fix is being implemented in coordination with our partners.

7. investigatingSep 16, 2026, 10:36 UTC

   We are currently investigating this issue. Services related to Support ticket creation may also expericence issues. Our team is actively working on a resolution and will share updates until the issue reaches monitoring status.

What APIStatus.watch saw

Our 5-minute checks didn't record a change in Smartsheet's overall status around this incident. Smaller or regional incidents often leave a provider's overall status green.

Other services with incidents at the same time

Overlapping incidents aren't necessarily related.

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How often does Smartsheet have incidents?

Smartsheet reported 10 incidents in the last 90 days, 8 of them major or critical. A typical incident lasted 3h 33m. See Smartsheet's uptime and incident history