Smartsheet incident: Investigating Customer Support Portal Issues

Affected components

• Customer Support Portal

1. postmortemJun 24, 2025, 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.

2. resolvedJun 24, 2025, 21:33 UTC

   This incident has been resolved.

3. monitoringJun 24, 2025, 19:25 UTC

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

4. investigatingJun 24, 2025, 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.

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.

• ReadMe: Intermittent hub sites going downMajor · Jun 24, 2025, 10:27 UTC
• Shopify: Some POS transactions are not completing on iOS devices ActionsMajor · Jun 24, 2025, 17:46 UTC

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